We are an established Canadian facility, maintenance company. We provide a variety of services to large retail and commercial businesses nationally.

We have a competitive compensation & benefits plan including health, dental and vision, and a pension plan after 1 year.

develop and maintain strong, trust-based relationships with customers The successful candidate will serve as the key liaison between United and its customers , actively anticipating needs, resolving concerns, and leading performance and quality conversations at the store and regional levels.

to ensure operational excellence and service quality, and with Talent Acquisition to support the hiring, onboarding, and retention of a high-performing workforce. The position combines strategic territory management with a hands-on, customer-first approach to deliver exceptional partner and customer experiences , increase revenue per store, and improve retention metrics.

Customer Relationships & Communication:

to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.

a customer-centric culture by aligning field team actions with customer expectations and service standards.

Responsible for leading store SOW & Quality; Collaborate with Partner Relations to come up with action plans to improve quality and productivity.

Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.

Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.

Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.

Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.

Meetings (Phone or In-person) with key customer stakeholders

Collaboration with Partner Relations & Talent Acquisition Work closely with Partner Relations to assess and enhance partner performance, identify process gaps, and jointly develop improvement plans.

Support and in-store partner transitions to ensure smooth operations and customer satisfaction.

Lead store-level quality assessments and partner feedback loops to ensure alignment with customer expectations.

Talent Acquisition : Collaborate with Talent Acquisition to support the recruitment, hiring, and retention of frontline staff and supervisors within the territory.

Ensure staffing plans align with customer and store-level operational requirements.





Revenue & Cost Management: Responsible for management of regional P&L;, monitoring expenses for operations and developing strategies to decrease costs and increase profitability.

Responsible for growing the territory revenue via routine contracts in collaboration with BD team.

Lead growth of business from Specials (ADHOC) services & execute implementation.

Lead start-up of current business and manage start-up costs.

Support BD teams with quotes costing and assist in quote/RFP process for new and existing business.

Participate in Partner Relations & Talent Acquisition teams in negotiations both with customers and partners.

Responsible for the analysis and review of regional financial activities related to billing, invoicing, department budgets, cash advances from interconnected departments, customers, suppliers and subcontractors, overall expenses, employee hours, material costs over budget, equipment repair costs.

Responsible for controlling and monitoring inventory assets, including but not limited to, equipment, supplies, other United assets.

Planning & Budgeting: Lead Territory Budgeting and Planning.

Participate in developing and implementing Annual Plans & Budget, Performance Objectives by Customer Banners and ensure alignment with Organizational Strategic Objectives.

Create and develop short and long-term strategies to secure sustainability and profitability of all operations.

Participate in interviews, training programs, and onboarding efforts to foster a high-performing, customer-oriented team culture.

Operational

Huddles, scheduling store/location visits, case mgmt. Lead and support cross-functional weekly & monthly meetings with Territory & Support Teams.

Management & CEO office meetings on P & L review & action planning, future business planning & quarterly staff meetings.

Lead all process initiatives/implementation in territories; Lead & implement Business Transformation initiatives regionally as per United Strategic Framework.

Lead store/location level customer walks & visits with partners to discuss action plans.

Lead process adoption within the Salesforce ecosystem.





Responsible for managing business using United technologies provided (e.g., Salesforce & Microsoft).

Lead and or support key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.

Support Partner Change Overs (PCO) with Partnership team.

Material Ordering.

In-Store Specials.

Conduct Visitation Audits & manage Case mgmt.

In Store Partner

Training and support Partner Effectiveness in Partner training Program.

Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners.

Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes.

Workforce & Performance Management: Manage territory workforce planning and optimization of resource productivity.

Monitor & manage performance of team, including performance improvement plans to improve employee engagement and productivity.

Responsible for leading progressive discipline approach and terminations in alignment with United Human Resources policies and procedures.

Implement & sustain policies, processes, and programs.

Innovate and implement strategies to manage & retain a mobile workforce.

Recruitment, Training & Development: Responsible for the hiring, recruitment & retention of territory employees.

Responsible for implementation of People (employees & partners) training programs.

Responsible for ensuring employee mentoring and coaching to improve productivity and performance of employees and organizational operations.

Provide leadership, support, and guidance to reporting staff and promote a positive and motivating work environment.

Work in compliance with Health & Safety policies and legislation and take every reasonable precaution to protect the health and safety of all employees and business partners.

Protect company assets from damage and misuse.

Available to address Customer and Partner needs and concerns in a timely manner.

Willing to travel frequently within the designated territory or outside the province as may be required from time to time.

Ability to work flexible shifts on a rotation basis.

Business acumen.

Task management & Planning skills.

Conflict management & negotiation skills.

Managing budgeting & costing.

Expertise in floor care and cleaning procedures is an asset.

Coaching and Mentoring.

Superior time management and problem-solving skills.

University degree in Business Administration or related operations or field experience.

10+ years’ experience in operational management or related roles. #

📌 Sr. Account Manager - West (Kelowna)
🏢 Socket.dev
📍 Kelowna