Log In
Sign Up
Job Title
Janitorial Services Innovation and Optimization Manager
Job Description Summary
The Manager, Service Innovation & Optimization, is responsible for assisting with developing and innovating the company’s janitorial services offering, including but not limited to, infection control strategies, commercial and industrial cleaning/sanitation, and ultra-clean/controlled environments. The responsibilities include development and compliance with service delivery standards, development, and implementation of the janitorial business plan, including specific objectives to build innovative strategies designed to deliver market share growth, profitability, and client retention. The person filling this position works closely with senior members of operations, business development, and company leadership – interacting directly with clients and prospective clients to understand needs and opportunities essential for competitively positioning our janitorial offering. Understanding of advanced operational practices and capabilities in cleaning and infection management are also required.
Job Description
The Manager, Service Innovation & Optimization reports to the Sr. Director, Service Innovation & Optimization – Soft Services and is responsible for the following activities:
Product and Service Offering Management
Assist with the development and continuous improvement of the company’s janitorial strategy in conjunction with operational and Service Innovation and Optimization leadership.
Lead the deployment of the offering value proposition and service standards. Maintain and govern the key performance indicators that support the strategy.
Assist with developing and deployment of business plans to address infection control, ultra-clean, and general cleaning services.
Develop and maintain sanitation standard operating procedures based on company guidelines and regulations.
Identify unmet needs in the marketplace and develop strategies to expand or launch offerings.
Determine the market value for service line components and deploy pricing strategies to support profit optimization and market competitiveness.
Develop a reference library for account personnel to use when delivering service.
Support Business Development (working with Business Development/Marketing/Client Solutions)
Develop standardized methodologies for client solutions, service delivery, pricing, and proposing the cleaning and janitorial offering.
Develop the champions for the Cleaning & Infection Management Services service line by facilitating the Cleaning & Infection Management Services Community of Practice.
Support Brand Awareness by positioning the company and team as janitorial industry experts.
Participate in industry organizations, including membership, conferences, speaking engagements, white papers, and certifications.
Innovation
Identify and introduce to the business innovative solutions, tools, and practices. Embed as appropriate in standard service offering and work with MarCom to promote the evolution of the offering.
Harvest the innovative practices that are captured from the field and broadly distribute approved ideas to the operations team.
Implement a site Innovation Lab that showcases the company’s janitorial product and services offering.
Identify and vet leading edge cleaning and infection control technologies, assessing market demand and commercial viability. Prepare detailed business and marketing plans for adoption of innovative technology.
Provide a Training Framework for Operations to execute to assist with the roll-out of the new technologies and programs. Facilitate training through vendor forums and create documentation which can provide a solid training tool to the field ensuring adoption and success with these innovations and programs.
Help drive value-added services from key vendors.
Define service offering and value proposition for customers seeking a variety of janitorial service offerings.
Work with the Client Solution team to apply service line staffing, innovative practices, and tools as well as service delivery standards for solutions being developed to address customer needs.
Maintain responsibility and approvals for pricing strategy and application in solutions.
Assist sales effort by working with the team to develop value propositions for client solutions.
Develop and implement standardized methodologies and plans for service offering execution, tracking, monitoring, and quality
Design and implement staff deployment planning in support of organizational growth
Develop and implement processes to support account teams (full-time, limited, part-time/scheduled, and on-demand)
Supervisory Responsibilities
Mentor/coach janitorial teams on sanitation, general cleaning and some industrial cleaning; adherence to chemical safety policies; strict process controls and enforcement of PPE compliance.
Qualifications
The requirements listed below are representative of the knowledge, skill, and ability required.
Education and Experience
Eight to ten years’ experience in the cleaning services industry, with at least five years in a management position.
Experience in collaborating in a high-performance team environment to achieve extraordinary outcomes is an essential requirement of this position.
Product Management experience is a plus.
Additional expectations include:
Very strong written and verbal skills used effectively in boardroom and team-room environments.
Experienced public speaker.
Ability to develop and present a compelling value proposition
Understanding of janitorial labor management in Union and non-Union environments.
Able to read and interpret financial data related to service performance.
Working Conditions and/or Physical Requirements
The working conditions and/or Physical Requirements described here are representative of those that must be met or encountered by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend, talk, hear, and use hands and fingers to operate computer and other equipment
Close visual acuity to perform visual inspections of accuracy, neatness, and thoroughness of work performed
Significant travel required; must be able to travel up to 75% of the time. Travel may vary in frequency and duration
Note: This position requires compliance with our COVID related protocols, which may also include client-specific requirements. This might include, but is not limited to, either providing documentation of full vaccination as per CDC guidelines or agreeing to regular COVID testing.
Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to [email protected] Please refer to the job title and job location when you contact us.
