Soft Services- Facility Manager

Industry Preference: Facility Management, Cleaning Services, Housekeeping Services, Soft Services, Hospitality, Building Maintenance, Surface Care, or Service Delivery Operations

Role Summary

Carpetizers is looking for a hands-on Facility Services Manager to manage end-to-end service operations for carpet cleaning, upholstery cleaning, floor care, facade cleaning, and surface maintenance services.

This role is not a logistics or back-office operations role. It requires someone who can manage field teams, supervisors, manpower allocation, customer sites, service planning, SOP implementation, quality checks, documentation, and job closure from order to invoice.

The ideal candidate should have strong experience in managing service delivery teams, handling manpower-heavy operations, coordinating with customers, ensuring process discipline, and taking ownership of daily execution in a growing company environment.

Key Responsibilities

1. End-to-End Service Operations

• Manage the complete service operations cycle from customer order confirmation to job execution, completion report, and invoice support.
• Coordinate with Sales, Supervisors, HR/Admin, Stores, and Accounts to ensure smooth delivery of service.
• Ensure every job is properly planned, staffed, executed, documented, and closed.
• Track aily, weekly, and monthly operations progress and pending jobs.

2. Manpower Planning and Allocation

• Plan manpower requirements for upcoming jobs and service schedules.
• Allocate supervisors, machine operators, helpers, and field teams based on job size and priority.
• Ensure manpower availability before confirming execution timelines.
• Coordinate with HR for regular hiring and replacement planning.
• Reduce last-minute manpower shortages and operational firefighting.

3. Service Execution and Site Coordination

• Ensure field teams reach customer sites on time with required machines, tools,chemicals, and materials.
• Monitor job execution quality through supervisors, site visits, checklists, and customer feedback.
• Resolve operational issues at customer sites quickly and professionally.
• Support supervisors in handling daily execution challenges.

4. SOP Implementation and Process Discipline

• Ensure Carpetizers SOPs, checklists, safety practices, grooming standards, and service quality standards are followed.
• Build discipline around attendance, reporting time, dress code, customer communication, and job completion.
• Identify repeated process failures and implement corrective actions.
• Ensure supervisors and field staff understand and follow company processes.

5. Customer Experience and Escalation Handling

• Coordinate with customers when required for scheduling, service updates, concerns, complaints, and closure.
• Handle service-related escalations professionally and ensure timely resolution.
• Ensure customer expectations are clearly communicated to the execution team.
• Protect customer satisfaction, repeat business, and company reputation.

6. Order to Invoice Closure

• Ensure job completion reports, customer sign-offs, photos, measurements, service details, and required documents are collected on time.
• Coordinate with Accounts/Sales for invoice processing after job completion.
• Reduce delays between job completion and billing.
• Track pending documentation and closure status.

7. Reporting and Review

• Maintain daily and weekly operations reports.
• Track manpower deployment, job status, customer complaints, pending closures, material usage, and operational issues.
• Conduct regular reviews with supervisors and management.
• Share updates on completed jobs, delayed jobs, upcoming requirements, and support needed.

Required Experience and Skills

• 6-8 years of hands-on operations experience in facility management, cleaning services, housekeeping, soft services, hospitality, building maintenance, surface care, pest control, or similar service industries.
• Experience managing field teams, supervisors, machine operators, helpers, technicians, or blue-collar workforce.
• Strong understanding of manpower planning, job scheduling, service execution, site coordination, and customer handling.
• Experience in SOP implementation, checklists, quality control, attendance discipline, and operational reporting.
• Ability to manage work from order confirmation to execution, documentation, and invoice support.
• Good communication and coordination skills.
• Strong follow-up, problem-solving, and execution mindset.
• Comfortable using Excel, WhatsApp coordination, MIS reports, and basic operations tracking.
• Willing to travel to customer sites and operational locations as required.

Candidate Profile We Are Looking For

We are looking for someone who is:

• Hands-on and execution-focused
• Comfortable working with field teams and supervisors
• Strong in follow-up and daily coordination
• Able to manage pressure and last-minute changes
• Process-oriented but practical
• Customer-focused and professional
• Comfortable working in a growing company environment
• Able to bring discipline, structure, and accountability to daily operations

Important Note

This role is best suited for candidates from facility management, cleaning services, housekeeping services, soft services, hospitality operations, building maintenance, or service delivery operations.

Candidates from purely logistics, warehouse, transport, fleet, or supply chain operations may not be the right fit unless they also have strong field service delivery and manpower management experience.

Key Success Measures

• Timely execution of customer jobs
• Better manpower planning and allocation
• Reduced operational delays and firefighting
• Improved SOP and checklist compliance
• Better customer satisfaction and complaint resolution
• Faster job completion documentation and billing support
• Improved coordination between Sales, Operations, HR/Admin, Stores, and Accounts
• Stronger discipline among supervisors and field teams