Facility Experience Specialist

SUMMARY

The Team Lead, Operations – Supervision & Quality is responsible for overseeing day‑to‑day delivery of facility support operations across assigned sites. This role ensures service excellence through strong leadership, quality oversight, vendor coordination, and proactive communication with clients and internal teams. Reporting to the Regional Operations Manager, the Team Lead drives high standards of cleanliness, safety, and operational performance while supporting continuous improvement across all service lines.

KEY DUTIES & RESPONSIBILITIES

Leadership & Team Management

• Lead, mentor, and develop cleaning and facility support staff to ensure high performance and adherence to BGIS standards.
• Participate in recruitment, onboarding, training, and performance management.
• Coordinate staffing schedules and ensure adequate coverage for all shifts and service requirements.
• Conduct regular team meetings, safety briefings, and performance evaluations.

Operational Oversight

• Oversee daily security guard, cleaning and soft services operations in alignment with the client’s MSA, SOW, and BGIS procedures.
• Conduct routine building inspections ensuring quality, safety, and compliance.
• Provide hands‑on support to resolve operational issues promptly.
• Ensure staff have the tools, equipment, and materials required to meet service expectations.
• Support broader facility operations including minor maintenance coordination, event support, and special project tasks.

Vendor & Project Quality Management

• Review and validate vendor‑completed work orders for quality, accuracy, and adherence to scope.
• Assess technician work quality and provide corrective direction when needed.
• Participate in project scope reviews to ensure cleaning and facility requirements are clearly defined and executed.
• Monitor noise and disruption from construction or vendor activities, ensuring compliance with site expectations.
• Maintain strong communication and alignment with vendors, contractors, and project teams to ensure quality outcomes.

Customer Satisfaction & Continuous Improvement

• Monitor customer satisfaction and implement improvement actions to enhance service delivery.
• Identify operational gaps and recommend process, training, or equipment improvements.
• Stay informed on industry trends and innovations to support efficiency and quality enhancements.

Communication & Stakeholder Engagement

• Maintain clear, proactive communication with the Regional Operations Manager regarding operations, risks, and opportunities.
• Collaborate with clients, vendors, and internal teams to ensure alignment and service consistency.
• Provide timely updates on project impacts, service changes, and operational issues.

Compliance & Documentation.

• Conduct quality assurance inspections and ensure compliance with Fire, Life & Safety (FLS) requirements.
• Complete required documentation including site inspection reports, variance reports, and quality review records.
• Maintain accurate records of inspections, vendor performance, and corrective actions.

QUALIFICATIONS

• Experience in cleaning operations, facilities services, or related supervisory roles.
• Strong leadership, communication, and problem‑solving skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Knowledge of cleaning standards, facility operations, and safety protocols.
• Experience working with vendors, contractors, or project teams is an asset.

KNOWLEDGE & SKILLS

• Experience of managing, communicating and motivating workforce teams.
• Must be willing and able to drive in large geographic region
• Good communication skills.
• Ability to organize and manage work programs.
• 1-3 years or more of cleaning supervisory experience.
• Flexible and willing attitude to working hours as overtime, nights and weekend on a rotation basis.
• Willingness to learn and acquire new skills.
• Problem solving through applying established procedures.
• High school diploma.

Licenses and/or Professional Accreditation

• Valid Driver’s License.
• Must be able to obtain and maintain client clearances as required.

This is a regular, full-time position with a salary range of $60,000 - $70,000 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.