My client is seeking an experienced, operationally driven Account Director to lead a high-performing client services portfolio within one of Canada’s fastest-growing facility services organizations.

This is not a traditional desk-based account management role. This position requires a leader who can confidently manage enterprise client relationships, lead and develop Account Managers, oversee multi-million-dollar portfolios, and step directly into operational challenges when needed.

The successful candidate will be equally comfortable leading executive business reviews with VP-level stakeholders and visiting client sites after hours to understand operational issues firsthand. This role demands accountability, presence, leadership, and a deep understanding of commercial facility services.

The Opportunity

Reporting directly to the Vice President, Client Services, the Account Director will oversee the full Account Management function for a specific division.

You will lead a team of Account Managers and Quality & Service Specialists while maintaining executive-level relationships across a portfolio of enterprise accounts. You will serve as the escalation point for major operational and client matters and play a key role in driving retention, profitability, and service excellence.

This is a highly visible leadership role with direct exposure to senior leadership and significant long-term growth potential.

Key Responsibilities

- Lead the full account management function, including client relationships, account health, renewals, escalations, and operational performance
- Manage, mentor,



and develop a team of Account Managers and Quality & Service Specialists
- Maintain direct relationships with enterprise-level clients, including Directors, VPs, and Asset Managers
- Drive revenue retention and growth across the existing portfolio through service expansion opportunities
- Lead enterprise account renewals and proactively mitigate account risk
- Partner with Operations and Client Services teams to ensure consistent service delivery and issue resolution
- Oversee onboarding and implementation of large new accounts
- Maintain accurate account documentation and reporting within CRM and operational platforms
- Provide weekly reporting to executive leadership on portfolio performance, account risks, client satisfaction, and team effectiveness

Success Metrics

Performance in this role will be measured against:

- Portfolio revenue retention of 95%+
- Gross profit expansion across existing accounts
- Account health and quality performance metrics
- Client satisfaction and escalation resolution
- Team development, retention, and performance outcomes

What We’re Looking For

- 7–10 years of experience within commercial cleaning or facility services
- Minimum 3–5 years managing both client portfolios and operational/account management teams




- Proven success retaining and growing enterprise accounts
- Strong executive presence with experience leading QBRs/QPRs and managing senior client relationships
- Demonstrated leadership and team development capabilities
- Strong financial acumen with understanding of GP, margins, labor costing, and operational profitability
- Experience with platforms such as BrightGo, HubSpot, Mero, or comparable systems is considered an asset
- CIMS or ISSA certifications are an asset
- Multi-client or agency-style operational experience strongly preferred

Why Join Us

- Executive visibility and direct access to senior leadership
- Significant growth opportunity as the company expands across Canada and the US
- High-impact leadership role with real ownership and autonomy
- Competitive compensation structure including bonus and profit sharing
- Comprehensive health perks
- Professional development and industry conference support
- Team events and company-sponsored activities

If you are a hands-on leader who thrives in fast-paced environments, values accountability, and enjoys balancing operational excellence with high-level client management, we would love to hear from you.

Candidates must be eligible to work in Canada

I would like to thank all the candidates in advance. Please do stay connected on LinkedIn for future opportunities. Shortlisted candidates will be contacted .

This position reflects a current vacancy with one of our clients. Our Recruiters combine their expertise and AI-enabled technology in the recruitment process.

📌 Director Operations - Facilities - ottawa
🏢 Professional Staffing
📍 Ottawa