Soft Services Continuous Improvement Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Soft Services Continuous Improvement Manager based in the United States.

This is a strategic, fully remote role focused on improving operational efficiency, service delivery, and financial performance across a portfolio of soft services <accounts.You> will identify performance gaps, uncover root causes, and lead initiatives that generate measurable, finance-validated P&L improvements.The position combines operational expertise with financial analysis, workforce optimization, technology adoption, and enterprise-level project <leadership.You> will work across janitorial, custodial, office, mailroom, and grounds services, partnering with account leaders to improve productivity and profitability.A major focus will be optimizing labor models, reducing unnecessary costs, and scaling technology and AI-enabled solutions across client <sites.You> will collaborate closely with Finance, Business Development, Commercial Operations, HR, and technology teams in a highly cross-functional environment.This opportunity is ideal for an experienced continuous improvement leader who enjoys solving complex operational challenges and turning improvements into sustainable business results.

Accountabilities

• Analyze service execution, KPI trends, labor utilization, financial performance, and client relationships to identify root causes of underperforming soft services accounts.
• Identify and eliminate unnecessary or inflated operating expenses to improve account health, margins, and overall financial performance.
• Build business cases and financial models to prioritize improvement opportunities according to P&L impact, feasibility, and implementation requirements.
• Lead margin recovery initiatives by defining project scope, timelines, deliverables, success metrics, and accountability mechanisms with account leadership.
• Partner with Client Services and business support teams to develop and implement solutions that improve operational and financial performance.
• Monitor improvement initiatives, communicate progress and validated financial impact to enterprise leadership, and escalate risks or resource requirements.
• Establish governance processes that sustain performance gains after projects are completed and prevent recurring operational or margin issues.
• Develop and standardize best-practice playbooks that can be replicated across accounts and service lines.
• Create case studies and scalable materials that demonstrate successful improvement initiatives and support business development activities.
• Evaluate staffing models, scheduling practices, crew structures, and resource deployment against workload and contracted service requirements.
• Identify opportunities to reduce overtime and premium labor through improved workforce planning and scheduling.
• Partner with site and account leadership to right-size teams and align labor spending with contractual scope.
• Identify productivity-limiting skill gaps and coordinate training or development initiatives to improve service quality and workforce effectiveness.
• Reduce external vendor dependency through opportunities for insourcing, process improvement, training, and workforce capability development.
• Drive adoption and expansion of AI-enabled tools, automation, and digital platforms that improve service delivery and reduce operating costs.
• Partner with technology and business optimization teams to pilot, deploy, and scale AI-driven solutions across applicable accounts.
• Collaborate with Finance, Business Development, Commercial Operations, and Human Resources to align continuous improvement initiatives with broader business priorities.
• Support new business development, account growth, and client transitions by providing operational insights, performance data, and proven best practices.
• Travel approximately 50% to client sites and other business locations as required.

Requirements

• Bachelor’s degree in facilities management, business, or a related discipline, or equivalent professional experience.
• 7+ years of experience in soft services operations or facilities management, preferably with multi-site or portfolio-level responsibilities.
• Demonstrated success delivering measurable P&L improvements through operational efficiency, continuous improvement, or performance optimization initiatives.
• Strong analytical capabilities, with experience using labor utilization, KPI, budget, and financial data to diagnose operational problems and prioritize solutions.
• Solid understanding of P&L management, budgeting, financial statements, and the relationship between operational decisions and financial outcomes.
• Proven experience leading cross-functional projects from initial scoping and chartering through implementation and measurable completion.
• Working knowledge of quality inspection systems, work-order platforms, or other technology used to manage soft services operations.
• Strong project management, problem-solving, and decision-making skills, with the ability to translate complex operational issues into practical solutions.
• Ability to influence account and enterprise stakeholders and drive initiatives across teams without relying solely on direct authority.
• Comfortable operating in a fast-paced environment with multiple priorities and a strong focus on measurable outcomes.
• Willingness and ability to travel regularly to client sites.
• Lean Six Sigma certification is preferred.
• Experience deploying or scaling AI-enabled technologies within janitorial, office, mailroom, groundskeeping, or related services is a plus.
• Previous experience in continuous improvement, operational excellence, or process improvement within soft services or a related services environment is preferred.
• Experience optimizing workforce structures, staffing models, scheduling, and crew sizes against contracted service requirements is advantageous.

Benefits

• Competitive annual compensation of $127,500–$150,000, depending on factors such as location, experience, qualifications, and applicable employment conditions.
• Fully remote work within the United States.
• Health, dental, and vision insurance options.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA), where eligible.
• Retirement savings plans.
• Life and disability insurance programs.
• Paid and unpaid time-off programs.
• Opportunity to work on high-impact operational improvement initiatives with measurable financial outcomes.
• Exposure to emerging AI-enabled technologies and automation within soft services operations.
• Cross-functional collaboration with Finance, HR, Business Development, Commercial Operations, and technology teams.
• Opportunity to influence enterprise-wide processes, standards, and best practices.
• Travel opportunities to diverse client environments and operational sites.