About Us
We are an established Canadian facility, maintenance company. We provide a variety of services to large retail and commercial businesses nationally.
We have a competitive compensation & benefits plan including health, dental and vision, and a pension plan after 1 year.
Job Summary
Key Focus: The core focus of this role is to develop and maintain strong, trust-based relationships with customers across the assigned territory to ensure loyalty, satisfaction, and retention. The successful candidate will serve as the key liaison between United and its customers, actively anticipating needs, resolving concerns, and leading performance and quality conversations at the store and regional levels.
This role will also involve close collaboration with Partner Relations to ensure operational excellence and service quality, and with Talent Acquisition to support the hiring, onboarding, and retention of a high-performing workforce. The position combines strategic territory management with a hands-on, customer-first approach to deliver exceptional partner and customer experiences, increase revenue per store, and improve retention metrics.

Duties and Responsibilities:Customer Relationships & Communication:

• Function as the face of United to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.
• Champion a customer-centric culture by aligning field team actions with customer expectations and service standards.
• Responsible for leading store SOW & Quality; Collaborate with Partner Relations to come up with action plans to improve quality and productivity.
• Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.
• Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.
• Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.
• Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.
• Lead
• Meetings (Phone or In-person) with key customer stakeholders
• Reporting on Issues Mgmt. at Region level.

Collaboration with Partner Relations & Talent Acquisition

• Partner Relations:
• Work closely with Partner Relations to assess and enhance partner performance, identify process gaps, and jointly develop improvement plans.
• Support Partner Change Overs (PCOs) and in-store partner transitions to ensure smooth operations and customer satisfaction.
• Lead store-level quality assessments and partner feedback loops to ensure alignment with customer expectations.
• Talent Acquisition:
• Collaborate with Talent Acquisition to support the recruitment, hiring, and retention of frontline staff and supervisors within the territory.
• Ensure staffing plans align with customer and store-level operational requirements.

SKILLS:

• Business acumen.
• Task management & Planning skills.
• Communication Skills: Active listening, verbal, and written communication skills
• Conflict management & negotiation skills.
• Needs assessment and information gathering.
• Advanced technology competency.
• Managing budgeting & costing.
• Expertise in floor care and cleaning procedures is an asset.
• Process and compliance driven.
• Coaching and Mentoring.
• Superior time management and problem-solving skills.
• Ability to work independently.

Education/Experience

• University degree in Business Administration or related operations or field experience.
• Minimum of 5 years’ experience in the Janitorial industry.
• 10+ years’ experience in operational management or related roles.

Job Requirements and Expectation

• Available to address Customer and Partner needs and concerns in a timely manner.
• Willing to travel frequently within the designated territory or outside the province as may be required from time to time.
• Ability to deal with high levels of stress and solve problems as they arise.
• Ability to work flexible shifts on a rotation basis.
• Available to address concerns in a 24/7 environment

ADDITIONAL RESPONSIBILITIES:

• Perform all daily functions in alignment with company mission, vision, and values.
• Work in compliance with Health & Safety policies and legislation and take every reasonable precaution to protect the health and safety of all employees and business partners.
• Protect company assets from damage and misuse.
• Perform other related duties as may be required from time to time.

Job Requirements and Expectation

• Available to address Customer and Partner needs and concerns in a timely manner.
• Willing to travel frequently within the designated territory or outside the province as may be required from time to time.
• Ability to deal with high levels of stress and solve problems as they arise.
• Ability to work flexible shifts on a rotation basis.
• Available to address concerns in a 24/7 environment.

Duties and Responsibilities:Customer Relationships & Communication:

• Function as the face of United to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.
• Champion a customer-centric culture by aligning field team actions with customer expectations and service standards.
• Responsible for leading store SOW & Quality; Collaborate with Partner Relations to come up with action plans to improve quality and productivity.
• Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.
• Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.
• Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.
• Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.
• Lead
• Meetings (Phone or In-person) with key customer stakeholders
• Reporting on Issues Mgmt. at Region level