Operations - Director of Client Success (Guardteck - BC) Posted Thursday, August 20, 2026 at 7:00 a.m.

Guardteck

Security is a trusted Canadian-owned and operated provider of security services, proudly operating under Kandor Management Corp., a facility services provider alongside Everclean Facility Services and Kendrix Technologies . We support clients across a diverse range of industries. We believe that exceptional service begins with the right people.

That’s why we invest heavily in our team through thorough training, ongoing support, and genuine opportunities for growth. When our people are empowered and set up for success, it reflects in every interaction and at every site we support. Security is more than a service, it’s a responsibility.

Our teams are committed to creating safe, reliable environments while building strong relationships with the clients and communities we support. Every site is approached with professionalism, consistency, and a commitment to doing things the right way. Every role contributes to the outstanding level of service we are known for, and each individual brings unique value to our team.

We are proud to be an equal opportunity employer, dedicated to creating a workplace where individuals can develop meaningful, long-term careers. Guardteck is seeking a Director of Client Success to lead our client success function in Burnaby, BC . This is a senior, client-facing operations role responsible for leading account managers, strengthening client relationships, overseeing contract performance, supporting RFP/RFQ activity, managing budgets and KPIs, and ensuring high-quality service delivery across multiple security sites.

The ideal candidate will bring experience from contract security, facilities services, property services, property management, or another multi-site service-based environment where client retention, operational execution, labour performance, and service quality are critical to success. This is not a traditional customer service, call centre, marketing, or SaaS customer success role. This position supports field-based security operations and requires experience leading service delivery in a contract-driven, client-facing environment.

We’re looking for a senior client success or operations leader who understands how to manage client relationships while also driving operational performance. You should be comfortable leading teams, managing escalations, reviewing service delivery, working with budgets, supporting bids and proposals,



and ensuring client commitments are consistently met. The successful candidate will have experience leading client-facing operational teams across multiple sites or accounts, with a strong understanding of contract compliance, stakeholder management, reporting, audits, service quality, and continuous improvement.

Lead a team of client account managers dedicated to delivering high-quality security services. Coach, mentor, and develop managers through regular one-on-one meetings, performance discussions, and annual learning plans. Establish clear objectives for the Client Services division and review progress against those objectives.

Ensure accountability across the team and support a culture of ownership, professionalism, and continuous improvement. Recommend policies, procedures, and improvements to strengthen the Client Services department. Collaborate with Operations, Finance, Sales, Marketing, Human Resources, and other departments to support company goals.

Identify training and development needs and support the growth of direct reports.

Client

Engagement and Service Excellence Maintain strong client and stakeholder relationships through audits, site visits, meetings, and regular communication. Serve as a senior point of contact for key clients, ensuring their needs are understood and service expectations are met. Develop and implement strategies to improve client satisfaction, retention, and account growth.

Support account managers in managing client escalations, service concerns, and performance issues. Gather and analyze client feedback and use insights to improve service delivery.

Ensure Client

Services processes are efficient, scalable, and aligned with company goals. Collaborate with internal teams to create tailored solutions for clients. Support the use of technology, automation, and reporting tools to improve service quality and client experience.

Review performance against operating plans, service standards, contract deliverables, and KPIs. Develop short-term and long-term plans focused on improving service delivery, productivity, efficiency, and client satisfaction.



Present monthly performance reports to the Regional Vice President of Operations as required.

Drive continuous improvement initiatives to reduce costs, streamline workflows, and improve operational outcomes. Monitor and support the performance of related business units, ensuring alignment between client expectations and operational delivery. Review labour efficiency, staffing performance, customer service standards, resource allocation, and planned outputs.

Conduct client site assessments and provide meaningful, cost-effective recommendations. Manage operational budgets and allocate financial resources effectively. Monitor financial KPIs and take corrective action when performance is not meeting expectations.

Work closely with Finance to support accurate forecasting, budgeting, and reporting. Support decisions that balance client satisfaction, service quality, labour efficiency, and financial performance. Support value-added commitments such as client training, tenant training, tabletop exercises, and property assessments. 5–7+ years of progressive experience in client success, account management, or operations leadership within security, facilities services, property services, property management, or another multi-site contract services environment. ~ Experience leading account managers, site managers, supervisors, or client-facing operational teams. ~ Strong understanding of multi-site service delivery, contract compliance, client retention, audits, reporting, and escalation management. ~ Experience managing budgets, labour performance, KPIs, client reporting, and operational improvement initiatives. ~ Solid coaching, mentoring, and people leadership skills. ~ Strong problem-solving skills, attention to detail, and ability to manage changing priorities. ~ Proficiency with Microsoft Office, including Word, Excel, Outlook, PowerPoint, and Teams. ~ CPP certification is considered an asset, or an equivalent combination of education and experience. #Gain hands on exposure across operations, including client relations, leadership, recruitment, compliance, and service delivery.

Build practical skills that support long term growth. Be part of a team that communicates clearly, supports one another, and shows up ready to perform. Our people keep communities safe and facilities running smoothly.

In this role, you directly support the teams delivering essential services every day. We value diversity and are committed to an inclusive workplace for all. #

📌 Assistant.e operation manager et support client (Vancouver)
🏢 Kandor Management
📍 Vancouver