Job Description
We are looking for an experienced and service-driven Account Manager to lead a Contract site operations team in Boston, Massachusetts. This role combines client relationship management with daily oversight of reception, office services, mail, and document support functions. The ideal candidate brings strong leadership, sound operational judgment, and the ability to maintain a detail-oriented environment while delivering consistent service quality.
Responsibilities:
• Direct daily service delivery for the onsite team, ensuring smooth coordination across reception, office support, mail handling, and document services.
• Guide front-of-house operations to create a detail-oriented and responsive experience for clients, guests, and internal stakeholders.
• Supervise team members by setting expectations, providing coaching, supporting development, and addressing performance issues as needed.
• Build trusted partnerships with client contacts by communicating clearly, resolving concerns promptly, and maintaining a high standard of service.
• Oversee work allocation, staffing coverage, and scheduling to align resources with business needs and service demand.
• Track operational performance, identify service gaps, and implement practical improvements to strengthen consistency and efficiency.
• Prepare and deliver updates to client stakeholders on service results, priorities, and opportunities for operational enhancement.
• Support financial administration through budget awareness, invoice review, and monitoring of site-related expenses.
• Coordinate projects and day-to-day operational initiatives that improve workflow, service responsiveness, and team effectiveness.• Experience leading client-facing service teams in a detail-oriented office, workplace services, or facilities-related environment.
• Demonstrated ability to manage both reception or front-desk functions and operational support services in a fast-paced setting.
• Background in office services such as mail operations, reprographics, document processing, or similar support functions is preferred.
• Strong leadership skills with the ability to coach staff, manage priorities, and maintain accountability across a team.
• Excellent communication and relationship-building skills, with confidence presenting updates to client stakeholders.
• Experience with project coordination or project management in an operational or service-delivery environment is highly valued.
• Strong attention to detail, sound organizational skills, and a detail-oriented approach to problem-solving and service execution.
• Familiarity with facilities coordination, facilities management, inspections, commercial property support, or computerized maintenance systems is a plus.
