Director of Operations

About Marsden Services

Established in 1952, Marsden Services is a reputable provider of comprehensive facility services across the United States, offering expertise in janitorial, security, HVAC, calibration, emergency response, and full-service facility management. Our organization is deeply invested in nurturing employee development and fostering career growth within a supportive environment that values individual contributions.

Role Overview

The Director of Operations leads strategic and operational activities for a regional sector, focusing on exceptional service delivery and strong client relationships within the Michigan market. This leadership role supervises multiple managers and field teams, managing business operations to drive performance, employee retention, and growth objectives.

Key Duties

• Own operational management of a defined portfolio to ensure service quality, key performance indicators fulfillment, customer satisfaction, retention, and expansion.
• Supervise customer site teams to meet contractual obligations and exceed client expectations.
• Develop and implement growth plans at account and regional levels, targeting service enhancements, process efficiency, and margin improvements.
• Collaborate with internal departments such as Sales, Finance, HR, Safety, Talent Acquisition, and Operations to address client needs and deliver scalable solutions.
• Maintain service and equipment quality standards, optimize resource use, and manage asset investments and scope changes.
• Manage financial outcomes for assigned regions and accounts including budget creation, cost control, labor management, and risk mitigation related to expenses.
• Support labor-related issues encompassing safety protocols, scheduling, training, employee relations, and compliance with company policies.
• Attract, develop, evaluate, and manage performance of leaders and frontline staff in partnership with Human Resources, promoting continuous improvement and compliance with industry standards.

Qualifications

• Proven leadership ability with a focus on developing managers and frontline teams, fostering accountability, and promoting a high-performance culture.
• Strong communication skills to align teams on operational objectives, customer service, financial goals, and strategic priorities.
• Expertise in nurturing client relationships and promoting employee engagement and operational success.
• Experience managing multi-location operations with direct responsibility for P&L, budgeting, labor oversight, and profitability drives in service environments.
• Excellent critical thinking and decision-making abilities to resolve operational challenges effectively and quickly.
• Ability to execute strategies collaboratively and foster accountability across departments.
• Demonstrates integrity, professionalism, and a commitment to safety and organizational values.
• Strong interpersonal skills suitable for influencing and leading across organizational levels.
• Adaptability to operate efficiently in dynamic conditions with shifting priorities and operational demands.

Education and Experience

• At least eight years of advanced leadership experience in facility services, janitorial, route-based operations, or similar customer-driven industries overseeing operational performance and multiple sites.
• Proven management of mobile or decentralized teams including scheduling, staffing, and operational execution.
• Ability to cultivate client partnerships, lead growth initiatives, and enforce operational excellence in fast-paced settings.
• A bachelor’s degree in Business Administration, Operations Management, or related areas is preferred; substantial relevant experience may substitute.
• Willingness to travel regionally within Michigan to support clients and operational teams.

Business Ethics and Conduct

• Adheres strictly to company values and code of conduct.
• Leads by example in maintaining safety and professionalism.
• Complies fully with company operational standards and promotes respectful workplace interactions.
• Encourages inquiry and champions positive change aligned with organizational improvement.

Physical Requirements

The role involves frequent physical activity including standing, walking, manual tasks, climbing, and lifting up to 50 pounds regularly. Visual requirements include close, distance, and peripheral vision as well as depth perception and focus adjustment.

Equal Opportunity

Marsden Services is an Equal Employment Opportunity employer committed to inclusive hiring practices without discrimination based on legally protected characteristics.

Additional Information

This job description provides a summary of the essential responsibilities but is not exhaustive. Duties may evolve over time at the company’s discretion without prior notice.