At SMS Assist, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn’t only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations. 

Recognized on Forbes’ Cloud 100 list, Deloitte’s Technology Fast 500, Chicago Crain’s Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers’ livelihoods are in our hands—think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades. 

We’re innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We’re community volunteers, karaoke partners, and lifelong friends. We’re passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.

The Director of Operations provides leadership, support, and ensures alignment to the strategic direction of the business in a complex, ever changing environment. This position is responsible for supporting the departmental vision, strategy and operating goals and building a culture of accountability and success. Responsible for driving high operational output & performance, forecasting, scheduling and delivering operational excellence by creating and developing strong and effective relationships with their customers.

This individual will serve as a single point of contact for leaders and influencers at our key customers, while also identifying and delivering strategic projects, initiatives and effective change management.

Responsibilities

          Team

• Ensure that the departmental strategy and vision is clearly communicated to all members of their team and reinforce on an ongoing basis to keep the department aligned in executing the vision.
• Reinforce a positive working environment by modeling a positive leadership style, ongoing communications with the team, celebrating success and rewarding outstanding performance.
• Partner with HR team to ensure the department is effectively staffed and trained.
• Responsible for staff coaching, mentoring and evaluation; deliver feedback, discipline, counseling, and performance reviews.
• Manage poor performance swiftly and effectively.
• Monitor quality and details of work product and accuracy of information
• Adhere to all Company policies and procedures
   

Customer

• Develop and maintain key customer relationships, travel as needed to meet with key stakeholders in markets to devise solutions to joint problems and collaborate on areas of improvement. Resolve customer concerns with high sense of urgency.
• Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information
• Participate in communications and updates with key clients; including presenting at client meetings, sharing appropriate reports, etc. 
• Collaborate with account teams in coordinating monthly status updates with the customer and be the point of contact for senior management at key customers. 

Financial Accountability

• Ensure the achievement of financial goals through forecasting, budgeting, strategic planning, reporting and monitoring financial performance. 
• Analyze business/financial data and develop innovative solutions. 
• Manage the department budget and ensure timely and accurate reporting and make adjustments and updates, as necessary, to ensure financial results are achieved.
• Inform senior management of operational, budgetary or resource issues/obstacles in a timely fashion. 

General

• Contribute to various strategic projects to drive better outcomes, improved efficiencies, technology enhancements and scalability of the business
• Work cross-functionally with other teams to manage vendors in region and make strategic decisions about capacity planning and fulfillment of services
• Ensure confidentiality of internal and external data
• Foster a positive team environment
• Perform ad-hoc projects and other duties as assigned
• Operate within the Organization’s Financial, Legal, and Ethical Policies. Be familiar with and complies with company rules and policies
• Act as professional role model in performance and behavior in accordance with SMS values
   

Professional Skills

• Customer Service – EXPERT
• Verbal Communication  - ADVANCED
• Written Communication - ADVANCED
• Teamwork – ADVANCED
• Relationships – EXPERT  
• Organizational Awareness – ADVANCED
• Negotiation – EXPERT
• Learning Agility – ADVANCED
• Analysis – ADVANCED
• Problem Solving – EXPERT
• Process Orientation – ADVANCED
• Prioritization – EXPERT
   

Role Specific Skills

• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required
• Professional, relevant examples of solving tough customer issues
• Professional, relevant examples of effective sustainable client relationships
• Creativity/innovation to apply new and evolving ideas, methods, designs and technologies
• Ability to thrive in ambiguous situations and driven by urgency.
• Positive, CAN DO attitude
• Resilient and open to change

People Management Skills

• Proficient in people management processes
• Excellent leadership skills
• Motivates and retains while driving operational excellence

Qualifications

• Bachelor’s degree
• 7+ years business experience including 5+ years building and/or managing accounts/stores/regions
• Demonstrable experience of solving tough customer issues
• Demonstrable experience managing and leading individuals and/or small teams

   
Other Relevant Qualifications

• Multi-unit management experience is preferred
• Experience working with trades preferred
• Experience in facilities industry is preferred