CLIENT SERVICES MANAGER

Position Title: CLIENT SERVICES MANAGER
Salary: $70,000 - $85,000

Other Forms of Compensation: None

Job Summary
Customer Service Manager serves as the single point of contact and accountability for site operations across two client locations, leading a team of approximately 10 associates delivering integrated office and facilities support services. This role goes beyond daily execution, it is responsible for owning the service delivery model, elevating the client experience, developing talent, and driving operational excellence. The ideal candidate is a hands‑on leader and strategic operator who can assess current‑state operations, modernize processes, and build a high‑performing, cross‑trained team aligned to both client culture and ESFM standards.

Key Responsibilities Overview

Client Partnership & Strategic Leadership

Serve as the primary client‑facing leader, building strong relationships with key stakeholders

Facilitate regular business meetings to review operational performance, address priorities, and align on strategy

Develop and present strategic business reviews, including service enhancements, efficiency improvements, and growth opportunities

Anticipate client needs and proactively recommend solutions that elevate the workplace experience

Ensure seamless alignment between client expectations and ESFM service delivery standards

Operations & Service Delivery Ownership

Oversee all site services, including mail, shipping & receiving, copy/print services, reception & front‑of‑house experience, facilities support & maintenance coordination

Evaluate and redesign workflows to create a modern, efficient, and scalable operation

Establish and monitor KPIs, SLAs, and performance metrics

Ensure consistent, high‑quality service delivery across both buildings

Drive continuous improvement through process optimization and innovation

People Leadership & Team Development

Lead, coach, and develop a team of 10 associates, fostering a culture of accountability, collaboration, and service excellence

Direct all people management activities including hiring, onboarding, coaching, performance management, and offboarding

Build a cross‑trained, flexible workforce to ensure coverage and operational continuity

Provide ongoing feedback and create professional development opportunities for team members

Promote a culture of engagement, recognition, and respect

Safety & Risk Management

Champion a strong safety culture with a focus on prevention and accountability

Lead initiatives including near‑miss reporting, safety audits, and safety meetings

Conduct task analysis to identify risks and implement proactive mitigation strategies

Ensure compliance with all safety policies and procedures

Financial & Administrative Management

Manage labor planning, scheduling, and payroll oversight

Monitor and adjust forecasts and budgets based on operational and staffing changes

Ensure accurate billing, invoice review, and cost control

Identify opportunities for efficiencies and cost optimization

Culture & Program Integration

Drive integration into the client’s workplace culture while maintaining ESFM standards and programs

Ensure consistent execution of company initiatives, training, and best practices

Act as a culture carrier, reinforcing expectations around service, professionalism, and accountability

Qualifications And Skills

3‑5+ years of experience in office services, workplace services, hospitality, or facilities operations leadership

Proven ability to lead teams and manage client relationships in a fast‑paced environment

Strong operational mindset with experience improving processes and driving efficiencies

Experience managing multi‑service environments (mail, reception, facilities support, etc.) preferred

Financial acumen, including budgeting, forecasting, and labor management

Excellent communication skills with the ability to engage frontline teams through executive stakeholders

Demonstrated ability to influence, problem‑solve, and drive results

5 Years of B&I experience

Proficiency in Windows-based office software including Microsoft Office (Word, Excel, PowerPoint, Outlook)

What Success Looks Like in This Role

A fully accountable site leader who owns the operation end‑to‑end

A high‑performing, cross‑trained team delivering consistent service excellence

Strong, trusted client partnerships and proactive communication

A visible safety culture with reduced incidents and increased reporting

Continuous improvement in service delivery, efficiency, and client satisfaction

Ability to leverage Microsoft Office tools to support daily operations and reporting

Working Conditions
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Benefits

Medical

Dental

Vision

Life Insurance / AD

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off (varies by site/state)

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Commuter Benefits

Employee Assistance Program

Flexible Spending Accounts (FSAs)

Paid Parental Leave

Personal Leave

Equal Opportunity Employer Statement
Compass Group is an equal opportunity employer. At Compass, we are committed to treating all applicants and associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Background Screening
Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/

#J-18808-Ljbffr