Director, Solutions & Quality (Janitorial)
UG2, Boston, MA, United States
The Director, Janitorial Solutions & Quality, is responsible for developing, standardizing, and advancing UG2’s janitorial programs, quality assurance practices, and custodial training initiatives. This role ensures consistent service delivery across accounts, supports business development solutioning efforts, project manages major transitions, and partners with operational leaders to elevate performance, safety, and innovation within janitorial service delivery.
Core Job Functions Standards, Programs & Quality Assurance
Develop and maintain janitorial standards playbooks, including SOPs for general cleaning, skilled cleaning, carpet care, hard floor maintenance, and specialty services.
Design and administer tools to evaluate quality of service delivery across janitorial accounts.
Conduct site level quality assurance inspections to assess compliance with established standards and identify corrective actions.
Act as project manager for the CIMS‑GB recertification process on a biennial basis.
Training & Knowledge Management
Develop and standardize custodial training materials, curricula, and job aids.
Design, maintain, and deliver technical training programs focused on janitorial service delivery and cleaning program management.
Assess training needs through collaboration with account management teams and audit findings.
Measure training effectiveness and promote adoption of training programs and tools.
Operational & Account Support
Support new account transitions by developing and implementing janitorial programs, schedules, training plans, and operational documentation.
Collaborate with account teams to assess daily service delivery and recommend corrective actions or resource adjustments.
Partner with Safety leadership to align custodial programs with regulatory requirements and PPE compliance standards.
Business Development & Client Engagement
Support proposal development by contributing janitorial program content, case studies, and service narratives.
Develop case studies highlighting successful cleaning programs for proposals and presentations.
Participate in pursuit teams, including client meetings and presentations, as a janitorial subject matter expert.
Innovation, Partnerships & Industry Engagement
Partner with Procurement to align janitorial equipment and supplier strategies with operational needs.
Identify, pilot, and implement innovative cleaning technologies and solutions, including automation and robotics.
Attend industry trade shows and conferences (e.g., ISSA) to remain current on best practices and emerging trends.
FMS Department Core Competencies All roles within Facility Management Solutions (FMS) are expected to demonstrate leadership, accountability, and subject‑matter expertise across the following core competencies. These competencies define how FMS operates, partners across the organization, and delivers value to clients.
Strategic Project & Program Leadership
Leads complex, multi‑stakeholder initiatives that advance FMS, Operations, and Business Development objectives across service lines.
Owns planning and execution of complex programs from concept through delivery.
Establishes clear scope, milestones, and success criteria aligned to business priorities.
Anticipates risk, resolves issues proactively, and adapts strategy as conditions change.
Coordinates cross‑functional resources and influences outcomes without direct authority.
Captures lessons learned and builds repeatable frameworks that scale across the organization.
Executive Communication & Professional Writing
Sets the standard for clear, concise, and effective communication across the broader organization.
Produces executive‑quality written deliverables including SOPs, playbooks, audit reports, and proposals.
Communicate complex operational concepts in an actionable, audience‑appropriate manner.
Leads meetings, training sessions, and client discussions with clarity and authority.
Ensures consistency of messaging, terminology, and documentation across regions and accounts.
Coaches others on communication and documentation best practices.
Technology, Data & Digital Enablement
Drives consistency, transparency, and ongoing improvement in FMS services through technology and data.
Champions adoption of standardized technology applications, KPIs, dashboards, and reporting.
Uses data to assess performance, identify trends, and guide decision‑making.
Partners with Operations, IT, and client stakeholders to improve workflows through technology solutions.
Ensures training, documentation, and governance support sustained adoption.
Evaluates and introduces new technology applications that enhance service delivery and scalability.
Process, Quality & Operational Excellence
Designs, governs, and continuously improves processes and quality standards.
Establishes and maintains SOPs, standards, and quality assurance framework.
Leads QA audits and assessments with objectivity and accountability.
Communicates findings, risks, and recommendations clearly to all internal and external stakeholders.
Integrates compliance, sustainability, and EH&S into all programs.
Uses data and feedback to drive measurable improvements in quality and efficiency.
Leadership, Influence & Collaboration
Acts as a trusted leader who strengthens partnerships and advances departmental credibility.
Represents FMS as a subject‑matter expert with Operations, Business Development, and leadership.
Builds strong, collaborative relationships across service lines and regions.
Mentors and supports the development of peers and team members.
Demonstrates ownership, accountability, and sound judgment.
Leads through change with professionalism, adaptability, and purpose.
Qualifications
Must possess a high school diploma or equivalency (GED)
Minimum of ten (10) years of experience in janitorial service delivery, quality assurance, and/or custodial training leadership
Demonstrated experience developing service standards, training programs, and quality management systems.
Strong written and verbal communication skills
Proficiency with Microsoft Office and collaboration tools (Word, Excel, PowerPoint, Teams, Smartsheet)
Cleaning industry certifications preferred.
Bilingual English/Spanish highly desirable
Working Conditions
Role is based in the Northeast Region (Boston area preferred)
Up to approximately 30% of domestic travel, varying by operational and business needs.
Physical Demands
Ability to conduct site walks, inspections, and audits in active janitorial environments.
Ability to travel and work flexible hours as required.
About UG2 At UG2, a leader in facility services, we are committed to innovation, excellence, and client satisfaction. We are committed to developing the strongest customer relationships and the highest service delivery benchmarks in the marketplace.
Founded in 2012, UG2 is privately held and headquartered in Boston, Massachusetts. We also have regional offices in Chicago, Washington, D.C., New York City, West Palm Beach, Los Angeles, Sunnyvale, and Dallas.
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Core Job Functions Standards, Programs & Quality Assurance
Develop and maintain janitorial standards playbooks, including SOPs for general cleaning, skilled cleaning, carpet care, hard floor maintenance, and specialty services.
Design and administer tools to evaluate quality of service delivery across janitorial accounts.
Conduct site level quality assurance inspections to assess compliance with established standards and identify corrective actions.
Act as project manager for the CIMS‑GB recertification process on a biennial basis.
Training & Knowledge Management
Develop and standardize custodial training materials, curricula, and job aids.
Design, maintain, and deliver technical training programs focused on janitorial service delivery and cleaning program management.
Assess training needs through collaboration with account management teams and audit findings.
Measure training effectiveness and promote adoption of training programs and tools.
Operational & Account Support
Support new account transitions by developing and implementing janitorial programs, schedules, training plans, and operational documentation.
Collaborate with account teams to assess daily service delivery and recommend corrective actions or resource adjustments.
Partner with Safety leadership to align custodial programs with regulatory requirements and PPE compliance standards.
Business Development & Client Engagement
Support proposal development by contributing janitorial program content, case studies, and service narratives.
Develop case studies highlighting successful cleaning programs for proposals and presentations.
Participate in pursuit teams, including client meetings and presentations, as a janitorial subject matter expert.
Innovation, Partnerships & Industry Engagement
Partner with Procurement to align janitorial equipment and supplier strategies with operational needs.
Identify, pilot, and implement innovative cleaning technologies and solutions, including automation and robotics.
Attend industry trade shows and conferences (e.g., ISSA) to remain current on best practices and emerging trends.
FMS Department Core Competencies All roles within Facility Management Solutions (FMS) are expected to demonstrate leadership, accountability, and subject‑matter expertise across the following core competencies. These competencies define how FMS operates, partners across the organization, and delivers value to clients.
Strategic Project & Program Leadership
Leads complex, multi‑stakeholder initiatives that advance FMS, Operations, and Business Development objectives across service lines.
Owns planning and execution of complex programs from concept through delivery.
Establishes clear scope, milestones, and success criteria aligned to business priorities.
Anticipates risk, resolves issues proactively, and adapts strategy as conditions change.
Coordinates cross‑functional resources and influences outcomes without direct authority.
Captures lessons learned and builds repeatable frameworks that scale across the organization.
Executive Communication & Professional Writing
Sets the standard for clear, concise, and effective communication across the broader organization.
Produces executive‑quality written deliverables including SOPs, playbooks, audit reports, and proposals.
Communicate complex operational concepts in an actionable, audience‑appropriate manner.
Leads meetings, training sessions, and client discussions with clarity and authority.
Ensures consistency of messaging, terminology, and documentation across regions and accounts.
Coaches others on communication and documentation best practices.
Technology, Data & Digital Enablement
Drives consistency, transparency, and ongoing improvement in FMS services through technology and data.
Champions adoption of standardized technology applications, KPIs, dashboards, and reporting.
Uses data to assess performance, identify trends, and guide decision‑making.
Partners with Operations, IT, and client stakeholders to improve workflows through technology solutions.
Ensures training, documentation, and governance support sustained adoption.
Evaluates and introduces new technology applications that enhance service delivery and scalability.
Process, Quality & Operational Excellence
Designs, governs, and continuously improves processes and quality standards.
Establishes and maintains SOPs, standards, and quality assurance framework.
Leads QA audits and assessments with objectivity and accountability.
Communicates findings, risks, and recommendations clearly to all internal and external stakeholders.
Integrates compliance, sustainability, and EH&S into all programs.
Uses data and feedback to drive measurable improvements in quality and efficiency.
Leadership, Influence & Collaboration
Acts as a trusted leader who strengthens partnerships and advances departmental credibility.
Represents FMS as a subject‑matter expert with Operations, Business Development, and leadership.
Builds strong, collaborative relationships across service lines and regions.
Mentors and supports the development of peers and team members.
Demonstrates ownership, accountability, and sound judgment.
Leads through change with professionalism, adaptability, and purpose.
Qualifications
Must possess a high school diploma or equivalency (GED)
Minimum of ten (10) years of experience in janitorial service delivery, quality assurance, and/or custodial training leadership
Demonstrated experience developing service standards, training programs, and quality management systems.
Strong written and verbal communication skills
Proficiency with Microsoft Office and collaboration tools (Word, Excel, PowerPoint, Teams, Smartsheet)
Cleaning industry certifications preferred.
Bilingual English/Spanish highly desirable
Working Conditions
Role is based in the Northeast Region (Boston area preferred)
Up to approximately 30% of domestic travel, varying by operational and business needs.
Physical Demands
Ability to conduct site walks, inspections, and audits in active janitorial environments.
Ability to travel and work flexible hours as required.
About UG2 At UG2, a leader in facility services, we are committed to innovation, excellence, and client satisfaction. We are committed to developing the strongest customer relationships and the highest service delivery benchmarks in the marketplace.
Founded in 2012, UG2 is privately held and headquartered in Boston, Massachusetts. We also have regional offices in Chicago, Washington, D.C., New York City, West Palm Beach, Los Angeles, Sunnyvale, and Dallas.
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