Operations Manager

Join to apply for the Operations Manager role at EMCOR Facilities Services

From commercial office space and manufacturing to multi‑site retail portfolios, we manage and support over 1 billion square feet of facilities space for the nation’s leading organizations. We provide comprehensive facility services ranging from mechanical maintenance and self‑performed, site‑based operations to energy‑efficiency upgrades and supplier‑managed interior/exterior maintenance.

EMCOR Facilities Services seeks a Operations Manager at the EMCOR Customer Solutions Center in Tempe, Arizona requiring additional presence in a customer office based in Scottsdale, Arizona
. The Operations Manager will be required to travel up to 25% of the year based on customer in‑person needs.

The Operations Manager is a key contributor to the sound execution of our Facilities Management Work Order Management process and works with the supervisory team to ensure exceptional service delivery to our clients. The Operations Manager is responsible for managing the day‑to‑day activities and performance of a supervisory team dedicated to ensuring service delivery meets customer expectations. Position serves as an operational escalation point between the client Tempe and Norristown, PA operations (including EMCOR Operating Companies).

The Operations Manager assists in continuous‑improvement efforts and drives process improvements and adoption of best practices throughout the Customer Service department. This position will be responsible for managing the day‑to‑day activities and performance of a team of Supervisors, including coaching and leading team members, training and continuous development of associates, identifying and implementing process improvements, managing to the identified metrics and developing Key Performance Indicators (KPI) and scorecards.

• Drive operational service performance of team(s) (efficiencies, KPI’s, consistency of SOP/Process adherence, etc.)
• Continuously monitor, review and recommend improvements to Work Order delivery processes and systems through best business practices.
• Manage client expansion; assist in requests for proposals (RFPs) preparation and client quarterly business reviews (QBRs).
• Monitor health and performance of accounts and associates via appropriate means (KPI’s, metrics, calls, processes, etc.).
• Review contracted services and frequencies with Account Director to find opportunities for additional services.
• Coach, mentor, and develop team members via side‑by‑side and one‑on‑ones; monitor team performance and coordinate selection, assignment, training and retention of talent across the area of responsibility.
• Provide assistance to final stop service center escalations within the team (may reach out to internal partners).
• Structure, prepare and analyze monthly reports to ensure strategic alignment and optimal delivery of service.
• Provide leadership and motivation for all employees by communicating core beliefs and values to create a positive work environment.
• Establish goals and performance criteria and measurement processes to proactively manage employees; coordinate implementation of annual performance objectives and assist in developing a reporting format (i.e., spreadsheet) to track completion of these objectives.
• Conduct regular review of operations related to cost and procedures and analyze performance for improvement opportunities.

• Bachelor’s degree from an accredited college or university or equivalent management experience (5–7 years) required. Business degree preferred.
• Previous direct management experience of 5–10 people within the past 5 years (call center/operations management experience preferred).
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Advanced/Expert level proficiency in Excel.
• Must have flexibility and adaptability in work…