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The Field Operations Manager oversees client support and account management by engaging directly with service provision at customer sites. They are responsible for improving service delivery, managing vendor relationships, and ensuring high-quality facilities maintenance through data-driven insights.
Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago.
The Field Operations Manager plays an integral role in client support and account management through direct engagement with provision of services at the customers’ sites. This role works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations.
\nImprove the delivery of services to the client by observing and reporting on performance and experience from an on-site-user perspective, both customer and vendor
Provide the Operations team with local insight regarding the unique needs of customers in the assigned market and the nuances of doing business with local vendors
Represent SMS in matters related to Fire/Life Safety, Environmental Health and Safety, and Disaster Recovery to mitigate the cost of unnecessarily expansive scopes of work
Provide administrative support for matters requiring in-person representation, such as dealing with municipal offices and being present for code inspections
Assure client leadership that SMS is effectively resolving all facilities issues through local engagement on high priority issues, prior to client escalation
Enhance the effectiveness of SMS technology solutions through increased adoption by directly demonstrating the platform’s value to both customer and vendor
Build and maintain professional relationships with clients to gain an understanding of their operational needs; assist in the development and implementation of solutions to meet those needs
Proactively manage delivery of services to sites without permanent client employees such as vacant sites and off-premise ATM locations
Maintain cognizance of work being done by third party vendors at client sites such as new build construction projects, branch decommissionings, or other projects falling outside the SMS scope of work; represent SMS in the acceptance of such projects into the Facilities portfolio
Perform non-maintenance tasks related to facilities management as approved by the Director of Operations
Demonstrate SMS’s commitment to consistent high-quality service through scheduled and unscheduled quality assurance visits
In coordination with the Affiliate Relationship Management team, develop business relationships with vendors to achieve seamless, high-quality service and advantageous pricing
Communicate findings and recommendations based on client data clearly; couple insights with actionable conclusions to drive business decisions
Facilitate the flow of information among customers and affiliates in the field and the SMS Operations team
Foster a positive team environment and may provide coaching or mentoring to team members
Ensures confidentiality and accuracy of internal and external data
Performs ad-hoc projects and other duties as assigned
This position is remote and requires up to 60% travel within the assigned geographic area of responsibility
Possesses specific knowledge of facilities management and general knowledge of building maintenance trades
Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
5+ years of experience in facilities management, maintenance management, or building maintenance trades required
Bachelor’s Degree
Why Lessen:
· Competitive compensation
· Health, Dental, Vision, Life, Disability options
· 401K retirement savings plan
· Paid vacation, federal and floating holidays
· Maternity/Paternity Pay
· Career advancement opportunities
· All the tools you'll need to be successful
Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
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