Openworks is a dynamic and innovative company that prides itself on fostering a culture of continuous learning and development. With 40 years in business, OpenWorks has earned year-over-year recognition on the Inc. 5000 and Franchise 500 fastest-growing organizations list. We are committed to empowering our employees and enhancing their skills to drive success in all aspects of sales and customer engagement.
A "Day in the Life" of the Strategic Operations Manager
A typical day for the Strategic Operations Manager involves taking complete ownership of the operational success within their designated portfolio. While the Director of Strategic Relationships focuses on managing national and crucial connections, the Strategic Operations Manager ensures an impeccable customer experience from a service delivery standpoint. Reporting directly to the VP of Strategic Operations, fostering comprehensive functional ownership across designated industries and customer segments.
Overview of Responsibilities
Foster and maintain service relationships with clients and key personnel.
Support the Director of Strategic Relationships (DSR) in business reviews and metric interpretation.
Collaborate with Performance teams to ensure national service level agreements (SLAs) are met.
Drive industry mastery and cost-effective solutions through data analysis.
Manage industry pricing and implement new services within the portfolio.
Coordinate with the POD to meet service-related SLAs.
Recommend and expand service lines, focusing on customer satisfaction.
Attend client meetings and achieve relationship targets.
Address client concerns promptly and conduct satisfaction surveys.
Monitor company performance against SLAs and address issues.
Ensure thorough training on OpenWorks technology platforms.
Work with internal departments to meet client needs effectively.
Assist in strategic planning and goal setting for long-term contracts.
Maintain professional relationships with key decision makers.
Represent OpenWorks with professionalism and integrity.
Develop Account Development Plans and Key Performance Indicators.
Evaluate audit results and provide operational direction.
Collaborate with Service Delivery to optimize work performance.
Travel to client locations for inspections and relationship management.
Manage RFPs and RFIs responses effectively.
What You'll Need to Succeed
Bachelor's degree preferred.
5 - 8 years of progressively responsible, account management experience with at least 5 years in facility maintenance, retail, or service-related field with high customer/client contact.
Proactive mindset to anticipate and support changes in the business through exceptional problem-solving, analysis, organizational, and strategizing skills.
Ability to function effectively in a team environment within a fast-paced, diverse, and evolving corporate culture.
Superior verbal and written communication skills, with solid ability to write reports, business correspondence, and present content to high-level executives.
Proficiency in Microsoft Office programs including Word, Excel, PowerPoint, Outlook, and Project; Advanced knowledge of Excel a plus.
Willingness to travel and work flexible hours.
What's in it for You
Competitive base pay + bonus
Opportunity to win Annual President's Club Trip
Mileage reimbursement
Company issued laptop
401k retirement savings plan with generous company match
Comprehensive medical, dental, vision, disability, and life insurance
Paid time off, paid holidays and paid volunteer time off (16 hours/yr)
Fitness reimbursement
OpenWorks is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Technology, Information and Internet
Referrals increase your chances of interviewing at OpenWorks | Facility Management by 2x