The Senior Director of Facility Services is responsible for the execution and Customer Success for our customers’ facility programs as well as the personnel that support our customers. ServiceChannel Managed (SCM) is a partner to our customers to oversee all facilities repair, maintenance, and related services. Our goal is to streamline operations, improve efficiency and optimize our resources and software platform into one cohesive framework. This role involves ensuring the efficient operation and management of facilities work orders created in the ServiceChannel Platform, a high level of cross functional partnership with multiple departments and leading a team to achieve the customers’ repair & maintenance goals.

 

Key Responsibilities:

 

Leadership and Management:

Lead the daily operations of Facility Services team members while ensuring that supporting KPIs, goals and objectives are being met. Demonstrated ability to manage through organizational complexity and ambiguity, working with leaders and stakeholders in a fast paced/time sensitive environment while managing multiple competing priorities. Lead Managers’ efforts to create and maintain Joint Account Plans, Customer Risk countermeasures, and high personnel efficiency and quality. Prepare and deliver presentations regarding the health of the department to senior leadership and executive team.

Process Improvement and Efficiency:

Implement Daily Management to scale the end-to-end work order management process in SCM. Identify and lead projects to improve operating efficiency, problem resolution & customer satisfaction (Kaizen). Effectively communicate and manage changes in operating processes to ensure staff understanding, retention and appropriate execution.

Training and Development:

Ensure that the work order operation employees are properly trained in all facets of their job responsibilities, including systems training, product knowledge, business process knowledge, new feature knowledge and best practices. Develop and maintain growth development plans for team members. Foster a positive work environment and consistently supports continuous learning. Provides consistent, balanced and timely performance feedback on facility service performance as related to call and case audits.

Customer Experience and Relationship Management:

Driving revenue growth and retention through well-served and engaged customers, this individual will champion the customers’ experience while balancing the realities of our business needs. Develop & maintain relationships with sales, operations, & clients to allow for continuous communication, issue avoidance & resolution. Maintain thorough knowledge of customers’ risk mitigation measures. Develop relationships with key customers’ senior leadership, serving as a point of escalation and regular Executive Business Reviews

 

Qualifications:

Bachelor’s degree in Facility Management, Business Administration, or a related field. Minimum of 10 years of experience in facility management or a related field, with at least 5 years in a senior leadership role. Proven track record of managing large-scale facility operations and projects. Strong understanding of facility management principles, practices, and technologies. Proven ability to analyze data and make best practice recommendations to the customer or internal team Proficiency in budget management and financial analysis. Excellent leadership and team management skills. Strong communication and interpersonal skills, with the ability to collaborate effectively across departments. Problem-solving and decision-making abilities. Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

 

 

Preferred Qualifications:

Post-graduate degree in Facilities Management, Business Administration, or related field. Proficiency in facilities management software (e.g., ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight) Certification in facility management or related fields (e.g., Certified Facility Manager, LEED certification). Experience managing enterprise-level retail-to-consumer store portfolios. Experience in a customer support environment or related industry. As a brand that is shaping the future of our industry, we only succeed by recruiting and developing the best talent available. This is a team that is driven to do better, emphasizes continuous improvement, acts with integrity and works together to win together.

 

Working Conditions:

Flexibility: Ability to handle special projects and emergencies; flexible schedule starting at 8 AM EST with occasional evening and weekend work, as well as on-call availability for emergencies Comfort with Remote Work: This is a completely remote position that requires being comfortable with virtual meetings on camera. Travel: 20% travel may be necessary 

 

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Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.

Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.

Pay Range
The salary range for this position (in local currency) is 111,500.00 - 207,100.00