From commercial office space and manufacturing to multi-site retail portfolios, we manage and support over 1 billion square feet of facilities space for the nation’s leading organizations. We provide comprehensive facility services ranging from mechanical maintenance and self-performed, site-based operations to energy-efficiency upgrades and supplier-managed interior/exterior maintenance.
The General Manager is responsible for the overall performance, growth, and leadership of a portfolio of client accounts across the New England region, including but not limited to Connecticut, New Hampshire, and Massachusetts. The role has direct leadership responsibility for multiple Account Managers and Account Directors and is accountable for consistent service delivery, client satisfaction, financial performance, safety, employee engagement, and contract compliance across the portfolio.
In partnership with the Vice President, the General Manager develops and executes regional and account strategies, strengthens client relationships, establishes operating standards, and ensures effective implementation of strategic initiatives such as reliability-centered maintenance, purchasing leverage, supplier consolidation, workforce productivity, technology adoption, and the transfer of best practices. The General Manager plans, directs, and coordinates portfolio operations while building a high-performing leadership team capable of delivering sustainable results and supporting future growth.
Portfolio Strategy, Business Planning & Governance • Lead the operating strategy and business plans for a portfolio of accounts, aligning account objectives with client priorities, company standards, and regional goals. • Establish portfolio governance, management routines, performance standards, and escalation protocols that promote consistent execution across accounts and sites. • Review Service Level Agreements (SLAs), Key Performance Indicators (KPIs), contractual commitments, and critical-service contingency plans; identify trends, risks, and corrective actions. • Develop multi-year operating and capital-planning priorities in partnership with account leadership and clients. |
Leadership & Talent Management • Directly supervise, coach, and develop multiple Account Managers and Account Directors; set clear expectations, performance objectives, and accountability standards. • Build leadership capability and succession depth through regular reviews, development planning, mentoring, and timely performance feedback. • Ensure appropriate staffing, organizational structure, workforce planning, and resource allocation across the portfolio. • Champion employee engagement, retention, inclusion, and human resources initiatives while maintaining a culture of ownership and collaboration. |
Client Relationship & Service Delivery • Serve as the senior operational contact for portfolio clients and maintain strong relationships with client executives, site leaders, and key stakeholders. • Lead or participate in monthly and quarterly business reviews to evaluate results, resolve issues, align on priorities, and communicate improvement plans. • Ensure consistent, high-quality service delivery across accounts and coordinate resources to address performance gaps, critical events, or changing client requirements. • Monitor customer satisfaction and implement actions that strengthen service quality, responsiveness, and long-term client retention. |
Financial & Commercial Performance • Own portfolio financial performance, including revenue, profitability, budgets, forecasts, cost controls, accounts receivable, accounts payable, and savings commitments. • Review account financial reports and operating results; direct corrective actions to address unfavorable trends and improve performance. • Oversee contract requirements, scope decisions, change management, spending thresholds, pricing considerations, and commercial risk in coordination with appropriate partners. • Support contract renewals, expansions, new business opportunities, and regional growth by understanding client needs and developing effective operating solutions. |
Operational Excellence, Safety & Continuous Improvement • Drive safety leadership, regulatory compliance, quality assurance, and adherence to company policies, procedures, and client requirements across the portfolio. • Identify and deploy best practices, standardized processes, technology, reporting, and productivity improvements across accounts. • Sponsor continuous-improvement and innovation initiatives, including reliability maintenance, sourcing and supplier optimization, work-management improvements, and data-driven decision-making. • Assess operational and business risks, ensure timely escalation, and verify that corrective and preventive actions are implemented and sustained. |
Education | Bachelor’s degree from an accredited four-year college or university required; MBA or other advanced degree preferred. |
Business Experience | Seven to ten years of progressively responsible leadership experience in facilities management, integrated facilities management, operations and maintenance, or a related service environment. Experience leading a portfolio of accounts and directly managing Account Managers, Account Directors, or comparable senior operational leaders is required. |
Industry Experience | Demonstrated experience managing multi-site and multi-account operations in commercial and/or industrial environments. Facility Management and Integrated Facilities Management experience preferred. |
Financial & Commercial Skills | Demonstrated ability to manage budgets, forecasts, profitability, cost savings, contract performance, and financial risk across multiple accounts. |
Leadership Skills | Proven ability to lead through other leaders, build accountable teams, manage performance, develop talent, and influence across a matrixed organization. |
Communication Skills | Ability to analyze and interpret business, technical, and regulatory information; prepare clear reports and business correspondence; and present effectively to client executives, managers, employees, and other stakeholders. |
Technology Skills | Strong proficiency with Microsoft Office applications and experience using work-management, financial, reporting, and business-intelligence systems. |
Licenses / Certifications | Valid driver’s license required. Relevant facilities-management or technical certifications are preferred. |
Travel | Ability to travel throughout the New England portfolio and to other locations as business needs require, generally up to 30% of the time. |
Portfolio Leadership | Translates enterprise and regional priorities into clear account-level plans; balances the needs of multiple clients, leaders, and locations. |
Business Acumen | Understands the financial, operational, contractual, and market implications of decisions; maintains a strong orientation to profitable growth. |
Client Leadership | Builds trusted relationships with senior client stakeholders, anticipates needs, and aligns service delivery with business objectives. |
Financial Management | Uses budgets, forecasts, operating results, and performance trends to make timely decisions and improve portfolio outcomes. |
Leading Leaders | Sets clear expectations for Account Managers and Account Directors, delegates effectively, coaches consistently, and holds leaders accountable for results. |
Strategic Thinking | Evaluates internal capabilities, market conditions, client requirements, risks, and opportunities to shape portfolio strategy. |
Operational Excellence | Standardizes effective practices, uses data to improve performance, and drives sustainable improvements in safety, quality, reliability, and productivity. |
Judgment & Problem Solving | Synthesizes complex information, makes sound decisions, escalates appropriately, and resolves issues with urgency and discipline. |
Change Leadership | Builds commitment to change, communicates the rationale and expectations clearly, and monitors adoption and results. |
Communication & Influence | Communicates clearly and persuasively with executives, clients, teams, and partners; adapts style to the audience and situation. |
Integrity & Professionalism | Acts ethically, maintains confidentiality, follows through on commitments, and upholds company values and policies. |
Safety Leadership | Demonstrates visible safety leadership, reinforces compliance, and ensures hazards and incidents are addressed promptly and effectively. |
Manage Team Members and Manage Processes/Projects. The General Manager directly supervises multiple Account Managers and Account Directors and is accountable for the performance of the broader portfolio organization. Responsibilities include workforce planning, selection, onboarding, goal setting, coaching, performance management, development, succession planning, recognition, and, when necessary, corrective action in accordance with company policy.
The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions. The role frequently requires sitting, standing, walking, using a computer and telephone, reaching with hands and arms, and speaking and hearing. The role may occasionally require climbing, balancing, stooping, kneeling, crouching, or crawling and lifting or moving up to 50 pounds. Specific vision abilities include the ability to adjust focus.
The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions. Work is performed in office, client, commercial, and industrial settings. The employee may occasionally be exposed to moving mechanical parts; elevated work areas; fumes or airborne particles; chemicals; outdoor weather conditions; temperature extremes; electrical hazards; vibration; and other conditions typical of facilities operations. The noise level is usually moderate but may vary by site.
We are committed to providing employees a comprehensive benefits package which includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life insurance, disability, a 401(k) Savings Plan, College Coach and employee assistance program.
Please review our Affirmative Action Policy.
Software Powered by ICIMS
www.icims.com