Field Performance Manager - Phoenix - AZ

Do you have experience in Facilities Management? OpenWorks is hiring for a Field Performance Manager in the Phoenix, AZ area.

The Field Performance Manager (FPM) contributes to the organization primarily through servicing our Franchise Customers & Customers via account growth, retention, & franchise development. Primary responsibility to ensure customer satisfaction to exceed scorecard requirements, the FPM will work hand in hand with all tactical and industry specific training and development of the OW franchise base. Success will be measured by customer and franchise scorecards, and via percentage of A franchisees within assigned franchise portfolio.

WHAT'S IN IT FOR YOU? MUST LIVE WITHIN 60 MILES OF SEATTLE WASHINGTON

• Competitive base pay + NO CAP commissions + quarterly & yearly bonus incentives
• Mileage reimbursement
• Opportunity to win Annual President's Club Trip
• Company issued laptop
• 401k retirement savings plan with generous company match
• Comprehensive medical, dental, vision, disability, and life insurance
• Paid time off (PTO) and paid holidays
• Fitness reimbursement
• Up to 16 hours per calendar year of Volunteer Time off to volunteer at an organization of your choice

WE HAVE A PASSION TO SERVE: FRANCHISE INDUSTRY AND TACTICAL MASTERY

Develop, execute, and deliver all industry and service-related training required to level up assigned franchise base to maintain a => 35% A rated/ 50% B franchise average within assigned portfolio. Tactical trainings may include but are not limited to:

• Fluent in recurring janitorial scope efficiencies: From team cleaning to nightly and day porter best practices across all OW scope offerings (regular, Sani Care, Sani Works, SaniTech, etc.)
• Chemical and equipment proficiency: from SDS to dispenser and advance equipment best practices and care.
• Floor care knowledge and best practices: From understanding and identifying floor care types to ongoing care and maintenance. This includes expansion of service offering through additional offerings such as buffing/burnishing, carpet care, strip and wax, tile, and grout cleaning, etc.
• Providing tactical training to franchisees when additional training packages are purchased.
• Account maintenance: from new account start and first night success, to understanding security requirements.
• Customer Success: From customer service training to conflict management and escalations to best practices with required supervisor audits and QA visits as required.
• Oversee franchisee excellence plans for training, observing, and expecting expectations for all field related issues as listed above and assigned.
• Ensure Franchisee compliance and ensure they understand and adhere to the FDD (Franchise Disclosure Document) and Franchise Operations Manual.
• Assist in goal setting, skill enhancement and tactical performance reviews.
• Provide support and guidance to service providers to ensure timely customer service and response requirements are being met.
• Generating Field reports and presenting solutions for tactical accelerators that highlight the strengths and weaknesses of our service providers.
• Right fit account offers to franchisees, providing training where needed to upskill so they may continue to grow their business through meeting fulfillment obligations and growth via ADVOL.

WE HONOR OUR COMMITMENTS: MAINTAIN <1% TERMINATION RATE WITHIN GEOGRAPHIC SCOPE OF RESPONSIBILITY

• Ensure all required weekly service provider supervisor audits and monthly QA visits are completed by our service providers assigned by using RAMCO technology.
• Ensure direct compliance to complete all your personal QA visits to OW standards as required.
• Investigate, assign, or resolve any service issues resulting from substandard performance. Performance manage franchisees via their success plans as required. Including ATACs, real-time observations, etc.
• Recognize tactical problems before they escalate to develop action plans to correct issues.
• Serve our customer base by building relationships at various levels within our customers organization to ensure retention of account customer even If managing out the supplier is required.
• Regularly monitor customer and supplier scorecards and data, conducting provider change outs as required to maintain account retention levels.
• Responding to all calls and tasks to support providers under your portfolio from a tactical perspective, escalating business related risks to the Regional Performance Manager

WE ARE GROWTH MINDED: MAINTAIN CUSTOMER RELATIONS TO SURPASS REVENUE AND CUSTOMER / SERVICE PROVIDER SCORECARD TARGETS

• Work to build and maintain OW presence across account customer base. Serve our 3 unique stakeholders by driving operational increases, TAGs, ADVOL and account customer retention to regional required targets.
• Grow OW service offerings to accounts including the above and adjacent service expansion to achieve an average of 3 services per customer by end of 2023.
• Generate and promote referral programs, including but not limited to franchise-to-franchise referrals, franchisees to gain account referrals, direct account referrals, sub to franchise conversions to franchise sourcing/sales teams.
• Provide direct oversight to address customer enquiries, resolve issues, and obtain customer feedback proactively.
• Provide proactive training and inspection of expectation by working with providers to build strong relationships with their customers as measured by franchise and customer scorecards.
• Be the consultant when it comes to increasing growth and customer retention
• Directly propose solutions that will make customer facilities a better place to work
• Travel to customer sites and evaluate service providers as required

WE COLLABORATE TO WIN: WORK CROSS FUNCTIONALLY TO ENSURE REGIONAL RS AND MARGIN TARGETS ARE ACHIEVED

• Work cross functionally with customer experience and strategic teams to ensure SLAs are met regarding all service-issue related supplier or customer tickets when assigned.
• Work closely with strategic and growth teams to ensure pricing of current accounts and future wins are within gross margin targets. Maintain balance within competitive customer market while ensuring provider success.
• Provide insight and ownership to competitive OW pricing models, working with strategic and sales as needed to ensure franchisee is best positioned to accept and excel within the account.
• Proactive engagement with strategic, sales, and finance teams as needed to protect and grow OW Road to 2030 initiatives.

WE ARE DRIVEN TO IMPROVE: ENSURE COMPLETE, ACCURATE, AND TIMELY SUBMISSIONS OF ALL DATA AND SUBMISSIONS AS REQUIRED.

• Extreme ownership over training and understanding of all OW technology platforms across self, supplier and customers stakeholders, including but not limited to:
  • HubSpot entry and management - document all customer and supplier conversations centrally
  • Dashboards and reporting across HubSpot and Ramco
  • Ramco self-service of QA reports/ Supplier and Customer required views
  • Proper STAMP and STAR process adherence
  • CAT data entry and documentation
  • Franchise University Requirements
• Assist Regional Performance Manager will any new account service provider walks. Ensure service provider is set up from a tactical perspective to ensure scope delivery from first night of service on.
• Extreme ownership over training and understanding of how to manage time, calendar and competing priorities across self, customer, and supplier bench.
• Master of HubSpot management for new opportunities with current customers.
• Will follow company processes using RAMCO portal and mobile app.
• Assist with collection efforts to support OW requirements per our franchise agreement and protection of our franchisees when needed. When assigned ensure customer and franchise of proper stop service requirements and timelines.
• Provide ongoing technical training and feedback to the appropriate channels to keep OW advancing towards the goal of 80% of all customer transitions to be completed digitally by end of 2025.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

Desired Education and/or Experience:

• BA/BS degree in business or related field or equivalent combination of education, experience or training required.
• Ideally 5+ years Janitorial industry experience, plus if within franchise related industry. Minimum 4 years' experience in resolving and managing customer or supplier-related issues required.
• People, portfolio, or project leadership experience a plus.
• Essential Technical Skills:
• Knowledge of franchise/ facilities services/commercial cleaning industry preferred.
• Proven computer skills required, specifically in CRM (Customer Relationship Management), MS Word, Excel, PowerPoint, and Outlook
• Effective organizational and time-management skills
• Problem-solving skills for conflict resolution and effective trouble-shooting skills to prevent conflicts.
• Detail and solution oriented
• Excellent verbal and written communication and listening skills.
• The ability to establish a rapport and develop long-term relationships with clients (Providers & Customers)
• Integrity
• Assertiveness
• Strong interpersonal skills with the ability to interact with professionalism and tact and relate effectively, productively, and positively with providers, customers, and co-workers
• Be dependable, punctual, and reliable
• Ability to work a flexible schedule including evenings/nights and/or weekends

WHO WE ARE:

OpenWorks is a full-service, national commercial cleaning and facilities management operator that helps businesses, healthcare facilities, and schools work better by making facilities cleaner, safer, and healthier. With more 9 regional offices and more than 700 franchise partners across the country. OpenWorks has earned coveted spots on Inc. 5000 and Franchise 500's lists as one of the fastest-growing franchise operations in the nation.

OpenWorks is an Equal Opportunity Employer