VP of Operations & Client Success

Job Title: Vice President of Operations & Client Success

Department: Operations / Client Services
Reports To: CEO / COO

Position Summary

The Vice President of Operations & Client Success is a strategic executive leader responsible for leading all operational functions and client relationship management across the organization. This role ensures high-quality janitorial and facility services, strong client satisfaction and retention, and scalable operational growth. The VP bridges service execution with customer experience, ensuring contracts are delivered efficiently, profitably, and in alignment with client expectations, drives profitability through process optimization and leads a culture of accountability across all regional and site teams.

Key Responsibilities

Operational Leadership

• Oversee all janitorial and facilities operations across the company portfolio
• Ensure consistent service delivery, quality control, and adherence to scope of work
• Develop standardized operating procedures (SOPs) for cleaning, maintenance, and external staffing
• Collaborate with Management to optimize labor, scheduling, and supply chain to improve efficiency and margins
• Lead regional managers, supervisors, and site teams

Client Success & Account Management

• Own client lifecycle from the time of onboarding through renewal and expansion
• Build and maintain strong relationships with key accounts
• Conduct regular business reviews (QBRs) and site audits with clients and other Operational leaders
• Ensure service level agreements (SLAs) and KPIs are consistently met
• Resolve escalations quickly and effectively
• Identify upsell/cross-sell opportunities (e.g., floor care, specialty cleaning, disinfection services)

Financial Performance

• Monitor labor costs, supply expenses, and contract profitability
• Partner with Ops leaders and finance on budgeting, forecasting, and pricing strategies
• Improve margins through process improvement and contract optimization

Team Leadership & Culture

• Hire, train, develop, and manage field operation managers
• Foster a culture of accountability, responsiveness, and service excellence
• Partner with other Executive Level Management to implement performance metrics tied to KPIs and client satisfaction
• Drive employee engagement and retention in high-turnover markets

Quality Assurance & Compliance

• Implement quality control programs (inspections, scorecards, audits)
• Maintain high standards for cleaning procedures, chemical handling, and equipment use

Growth & Retention Strategy

• Partner with sales/business development to onboard new clients smoothly
• Improve client retention rates and contract renewals
• Support RFPs, proposals, and operational planning for new business
• Develop scalable systems to support company growth

Key Performance Indicators (KPIs)

• Client retention & renewal rate
• Net revenue growth (including upsells)
• Service quality scores / inspection ratings
• Gross margin per contract
• SLA compliance and response times

Work Environment

• Mix of office, field visits, and client meetings
• Frequent travel to client sites
• May include evening/night visits to inspect janitorial operations