We Elevate... Quality of urban life

Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contributes to making places more accessible, inclusive, and sustainable for all. We combine innovation, safety, and high ethical standards, ensuring respect both among colleagues and for the world around us. By joining us, you don't just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.

With Canadian Headquarters in Toronto, Ontario, Schindler Elevator Corporation specializes in latest-technology engineering as well as mechanical and micro-technology products designed and rigorously tested for comfort, efficiency and reliability. Schindler products can be found in many well-known buildings throughout Canada, including Scotia Plaza, Bay & Adelaide, Edmonton Arena, Calgary Airport, and Vancouver Canada Line.

Join us as a

National Account Performance & Compliance Manager

Your main responsibilities

The National Accounts Operations & Performance Manager is responsible for supporting the execution, performance, and ongoing success of National and Key Account programs. This role works closely with Sales, Operations, Branch Leadership, and Account Management teams to ensure effective onboarding, service delivery, operational consistency, contract compliance, and customer satisfaction across the national portfolio. The position drives accountability, coordinates cross functional activities, manages escalations, monitors performance metrics,



and supports the successful retention and growth of National and Key Accounts through operational excellence.

Responsibilities

Operations & Performance Management

- Lead the implementation, onboarding, and ongoing operational execution of National and Key Account programs.
- Coordinate and align activities across Branch Operations, Account Management, and Sales teams to ensure consistent service delivery and fulfillment of contractual commitments.
- Monitor and report on portfolio performance KPIs, including service delivery, customer satisfaction, contract compliance, work order management, and account health metrics.
- Proactively identify operational risks, service gaps, and improvement opportunities and drive corrective actions with internal stakeholders.
- Manage customer escalations and facilitate timely resolution to ensure a positive customer experience.
- Ensure all National Account contractual requirements, service commitments, and reporting obligations are met.
- Develop and maintain robust working relationships with customer contacts and internal operational teams.
- Lead regular operational reviews with branches and stakeholders to drive accountability and performance.
- Support customer business reviews by providing operational performance reporting, Insights, and recommendations.




- Remain actively engaged in National Account initiatives, transitions, and service delivery projects.

Portfolio Support & Retention

- Support the retention and growth of National and Key Accounts through operational excellence and customer satisfaction.
- Analyze portfolio performance and identify opportunities to improve service delivery, efficiency, and customer value.
- Facilitate communication and alignment between customer stakeholders and Schindler operational leadership.
- Support the successful execution of modernization, repair, service, and construction opportunities within the portfolio.

Process Management & Administration

- Develop and maintain operational reporting, customer scorecards, and portfolio performance dashboards.
- Prepare and maintain customer information, contract documentation, and account records in accordance with established procedures.
- Work closely with Contract Control, Billing, and Operations teams to support contract administration and compliance.
- Support accounts receivable collection efforts and assist with the resolution of billing related issues and disputes.
- Provide guidance and support on work order management, service processes, and operational systems.

People Management

- Manage National Accounts Team and ensure all key and national accounts administration tasks are successfully completed

What you bring

- Post Secondary Degree
- 3 - 5 years in elevator industry or related experience, or a similar industry which includes the sales and servicing of capital equipment Critical Skills
- Proficient in MS Office, Excel and PowerPoint
- Communication: Communicate clea

📌 National Account Performance (Toronto)
🏢 Schindler
📍 Toronto