Workplace Operations Manager Jobs in Worcester, MA

Job Summary

The Workplace Solutions Manager is responsible for the leadership, coordination, and execution of workplace and soft services operations across multiple pharmaceutical laboratory and office facilities throughout Massachusetts. This role ensures the delivery of safe, compliant, clean, secure, and highly functional work environments that support scientific research, business operations, and employee experience. The Workplace Solutions Manager oversees vendor performance, quality assurance programs, special cleaning initiatives, security service providers, and site-level operational standards while directly managing two Site Coordinators. The position serves as a key liaison among Facilities, EHS, Security, Procurement, and business stakeholders to drive service excellence, regulatory compliance, and continuous improvement across the assigned portfolio

Essential Duties & Responsibilities

• Operational Management - Lead day-to-day soft services operations across multiple laboratory and office facilities, ensuring consistent service delivery and adherence to organizational standards. Conduct routine site visits, inspections, and operational walkthroughs to evaluate cleanliness, appearance, safety, and overall workplace conditions. Identify service deficiencies, document findings, implement corrective actions, and ensure timely issue resolution. Maintain workplace readiness and support business continuity objectives across all assigned sites.
• Vendor and Contract Management - Manage third-party service providers, including janitorial, waste management, recycling, pest control, security, and other workplace service vendors. Monitor vendor performance against established service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations. Coordinate contract scopes of work, scheduling, service modifications, and renewal support activities. Review vendor invoices and collaborate with Procurement and Finance teams to ensure billing accuracy and contract compliance.
• Quality Assurance & Compliance - Develop and maintain inspection programs, audit processes, and quality assurance standards for all soft services. Create and maintain inspection reports, compliance records, corrective action plans, and service performance documentation. Ensure compliance with company policies, EHS requirements, GMP-adjacent workplace standards, and applicable regulatory requirements. Support audit readiness initiatives and participate in workplace compliance assessments as needed.
• Special Projects Management - Lead special cleaning and workplace service projects, including deep cleans renovation cleanups, occupancy changes, contamination response coordination, and other site enhancement initiatives. Partner with Soft Services Lead and site stakeholders to plan project activities and minimize operational disruption. Coordinate project schedules, vendor resources, communication plans, and post-project quality verification.
• Security Oversight - Manage relationships with contracted security providers and support overall workplace security initiatives. Assist with security-related projects involving access control systems, badging processes, visitor management programs, and emergency preparedness activities. Collaborate with Security, EHS, and site leadership teams to support incident response and business continuity planning.
• Team Leadership & Employee Development - Directly supervise and mentor two Site Coordinators.
• Establish performance expectations, goals, and development plans aligned with organizational objectives.
• Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and ongoing development discussions. Foster a culture of accountability, customer service, teamwork, and operational excellence.
• Incident Response & Business Support - Support workplace-related incident response activities, including water intrusion events, sanitation concerns, environmental incidents, and security-related events. Coordinate remediation efforts with vendors, internal stakeholders, and external service providers. Participate in after-hours support activities when required for emergencies, special projects, or business-critical events.
• Continuous Improvement - Drive initiatives focused on improving workplace quality, operational efficiency, service consistency, and cost effectiveness. Analyze vendor performance metrics and workplace trends to identify opportunities for process enhancements. Recommend and implement best practices that strengthen the employee and visitor experience while supporting organizational objectives.

Qualifications

• Bachelor's degree in Facilities Management, Business Administration, Environmental Health & Safety, or a related field; equivalent combination of education and experience will be considered.
• Minimum of five (5) years of experience in facilities management, workplace operations, or vendor management within a multi-site environment. Experience within pharmaceutical, biotechnology, life sciences, healthcare, or laboratory environments strongly preferred. Demonstrated success managing janitorial services, security providers, and specialty cleaning vendors. Proven experience supervising and developing direct reports.
• Knowledge of workplace compliance requirements, EHS standards, and security procedures applicable to laboratory and office environments.
• Professional certifications such as IFMA Facility Management Professional (FMP), Certified Facility Manager (CFM), Sustainability Facility Professional (SFP), BICSc, or equivalent credentials.
• Ability to read and interpret documents such as safety rules, operating maintenance instructions and procedure manuals. Ability to write routine reports and correspond accordingly. Ability to speak effectively before groups of customers or employees of an organization.
• Strong organizational, project management, communication, and problem-solving skills. Proficiency with Microsoft Office Suite and facility management software platforms. Valid driver's license and ability to travel extensively between assigned sites.

Physical Demands

• While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include ability to adjust focus.

Work Environment

• While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; extreme cold; extreme heat; risk of electrical shock; explosives; risk of radiation and vibration.
• The noise level in the work environment is usually moderate.

Equal Opportunity Employer

• As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

Affirmative Action Policy

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Notice to Prospective Employees

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