Description:
The Operations Manager is responsible for the consistent and contractually-compliant delivery of services across all contracted facilities. The company partners with government agencies that operate grocery stores to provide services such as stocking, custodial work, and warehouse/receiving operations. The scope of services depends on the terms of each contract, with some facilities receiving comprehensive support and others benefiting from selected offerings. Each facility operates under its own contract, and the Operations Manager ensures every contract's scope, standards, and deliverables are being met at every site.
This role owns service delivery — the actual execution of contracted work through the Project Managers (PMs) at each facility. The Operations Manager drives performance, maintains the operational programs that support consistent delivery (training, quality, safety, productivity), and serves as the primary internal escalation point for facility-level service issues. The Operations Manager collaborates with the Administrative Manager and reports to the CEO/Owner.
Key Responsibilities
Contract Service Delivery
- Ensure every contracted facility is delivering the scope of services defined in its contract (stocking, custodial, warehouse/receiving, or any combination).
- Maintain a clear understanding of each facility's contracted scope, performance expectations, and client-specific requirements.
- Conduct regular site visits to verify service quality, scope adherence, and standards across all facilities.
- Identify and resolve service gaps before they become client issues; escalate matters with commercial implications to the Owner.
- Support the Owner during contract renewals, scope changes, and client business reviews by providing accurate operational data and context.
Operational Programs & Standards
- Maintain the operational programs that drive consistent service delivery across all facilities — including training, quality assurance, safety, and productivity programs.
- Roll out new programs, process changes, and operational initiatives across the facility network and ensure consistent adoption.
- Monitor service quality standards; conduct or oversee quality audits at facilities.
- Drive operational efficiency and productivity improvements that protect contract margin without compromising service.
People & Team Leadership
- Directly manage and develop Project Managers; coach on leadership, accountability, and operational execution.
- Conduct final interviews and make final hiring decisions for Project Manager and Assistant Project Manager positions.
- Support PMs as they make hiring decisions for line-level facility staff (stockers, custodial team, warehouse crew); PMs own those final calls.
- Oversee staffing models, scheduling standards, and labor planning across all contracts to ensure each facility is appropriately staffed for its contracted scope.
- Lead performance management, coaching, and disciplinary decisions for PMs and Assistant PMs; partner with the Administrative Manager on documentation.
- Build a culture of accountability, service quality, and continuous improvement across facility teams.
Safety & Compliance (Operational)
- Ensure all facility teams operate in compliance with workplace safety, OSHA, and any client- or facility-specific safety requirements.
- Own the safety program: training, incident response, root cause review, and corrective action.
- Lead operational response to client audits, safety inspections, and incidents; partner with the Administrative Manager on documentation and follow-up.
Performance & Reporting
- Drive facility-level performance against operational KPIs (productivity, quality, attendance, contract compliance).
- Review reporting prepared by the Administrative Manager and use it to identify trends, problem facilities, and opportunities.
- Provide operational input into portfolio-wide reports for the Owner.
Requirements:
Qualifications Required:
- 5+ years of multi-site operations management experience, ideally in contracted services, retail support services, grocery, or facilities/janitorial services.
- Demonstrated success leading and developing site-level managers across multiple locations.
- Proven ability to build and run operational programs (training, quality, safety, productivity).
- Strong working understanding of contract-driven service delivery and the discipline of meeting defined scope and standards.
- Track record of hitting operational performance targets across a network of sites.
- Ability to travel regularly between facilities.
- Valid driver's license and reliable transportation.
Preferred
- Direct experience with grocery stocking, custodial, or warehouse/receiving operations.
- Experience operating under client-defined SLAs or service contracts.
- Familiarity with workforce management, scheduling, and productivity tracking systems.
Working Relationships
- Owner / CEO — direct manager.
- Administrative Manager — peer; coordinates on reporting, compliance documentation, HR paperwork, and back-office workflows.
- Project Managers — direct reports; primary day-to-day relationship.
- Contracted Services – Contractor Offering Advisory, Administrative, Personnel and Operations Support