Maintenance Operations Manager

NFM & J LP•Ypsilanti Charter Township, MI

6h•Onsite

About The Position

The Maintenance Operations Manager is responsible for leading and overseeing the day-to-day national operations of Master Maintenance National, a nationwide provider of routine, preventive, and emergency maintenance services. This role directs the office-based operations team responsible for coordinating and dispatching a network of skilled tradespeople and technicians across multiple markets. The Operations Manager drives operational performance, service quality, financial results, and process discipline while ensuring alignment with company strategy, growth objectives, and client service expectations. This position reports to the Senior Vice President of Operations. This is an in-office position located in Ypsilanti, MI.

Requirements

Bachelor’s degree in business administration, Operations Management, Facilities Management, Construction Management, or a related field required.
Equivalent combination of education and relevant work experience may be considered in lieu of a degree.
5 years of progressive operations experience in facilities management, construction services, field services, maintenance operations, or a related service-based industry.
3 years of leadership/management experience supervising teams, preferably in a dispatch, service coordination, or multi-location operations environment.
Experience working in fast-paced, service-driven environments with high work order volume and tight response time expectations.
Strong working knowledge of general construction, facilities maintenance, or skilled trades environments.
Proven leadership capability with experience building, coaching, and developing high-performing teams.
Strong business acumen with the ability to manage multiple priorities while maintaining focus on operational and financial performance.
Excellent communication, problem-solving, and decision-making skills.
Ability to analyze operational data and use metrics to drive performance improvements and accountability.
Proficiency with Microsoft Office Suite (Word, Excel, Outlook, SharePoint, Teams).

Nice To Haves

10+ years of experience in operations within facilities services, national maintenance providers, or field service organizations.
Experience managing national or multi-site service operations.
Familiarity with ServiceChannel, UtilizeCore, or similar service management platforms.
Prior experience supporting growth, scaling operations, or integrating new clients into a service model.
Experience working with subcontractor/vendor networks across multiple geographic regions.

Responsibilities

Direct and manage daily operational activities, including scheduling, dispatching, and service coordination across national accounts.
Ensure timely, accurate, and efficient dispatch of technicians and vendors to meet service level agreements (SLAs) and client expectations.
Provide hands-on leadership, coaching, and performance management to operations staff.
Establish clear performance standards, workflows, and accountability measures across the team.
Serve as the primary escalation point for operational challenges, service disruptions, and high-priority client needs.
Develop, implement, and continuously improve operational processes, procedures, and controls to increase efficiency, response time, and service quality.
Establish and monitor key performance indicators (KPIs) related to service delivery, response time, cost control, and productivity.
Use data and reporting to identify performance gaps and implement corrective actions.
Ensure operational alignment with company initiatives, growth strategies, and client service commitments.
Recruit, train, mentor, and develop operations personnel to build a high-performing team.
Conduct regular performance evaluations and provide ongoing coaching and feedback.
Promote a culture of accountability, urgency, collaboration, and continuous improvement.
Oversee after-hours emergency work order coordination as required to maintain service continuity.