The Continuous Improvement Manager reports to the Vice President of Training, Safety, and Health. This position is independent of the Operations Team and reports directly to the Executive Team. The primary responsibility of this role is ensuring customer satisfaction for the janitorial services BRAVO! employees perform in work sites throughout Pennsylvania and Delaware. The Continuous Improvement Manager will work in collaboration with the local Operations team supporting work activities that will guarantee a safe and healthy workplace, and complies with quality performance, employee training, and applicable standards.

Primary Duties and Responsibilities:

• Performs Quality Assurance and Safety inspections for janitorial services at client sites using the company’s software, BRAVO Performance Management.
• Manage BRAVO Performance Management software system and assist users with password resetting and system troubleshooting, as needed.
• Formulates and maintains quality assurance objectives and key process improvement (KPIs).
• Follows up on inspections and findings and ensures corrective action has been applied.
• Communicates with management regarding customer feedback and worksites that need immediate attention.
• Investigates client complaints of quality standards not being met and monitors areas needing improvement.
• Establishes a positive relationship with customers and demonstrates a professional demeanor.
• Analyze, prepare, and distribute quality assurance reports.
• Train managers, customers, and users on the BRAVO Performance Management notification and inspection software.
• Assist with employee safety and technical training relevant to janitorial service functions, as well as policy enforcement and documentation at existing and new work sites.
• Ensures all worksites comply with company policy, including OSHA standards and local, state, and federal regulations.
• Manage worksite safety activities, including distribution of Safety Data Sheets (SDS) and conducting job hazard analysis and corrective measures on new or existing work projects.
• Assist with developing cleaning plans, written work instructions, and project schedules.
• Assists in transitioning new clients, including conducting baseline audits, employee training, and other functions.
• Manage all documentation related to employee training.
• Travels 80% of the time to various sites in multiple states.
• Maintains a working knowledge of government and industry quality assurance codes and standards.
• Engages managers and executive team to review results, define problems, and assign accountability.

Competencies:

• Work well with others and exhibits a professional attitude.
• Exhibits knowledge of quality and safety standards in the market and its competition.
• Knowledge of the janitorial or relevant industry and its service functions.
• Must be analytical to collect and evaluate data and communicate results.
• Must feel comfortable speaking in front of large audiences and meetings with existing and prospective clients.
• Applies exceptional customer service and handles uncomfortable situations and conflicts with professionalism.
• Responds timely to client requests and meets commitments.
• Communicates results effectively and aligns work with strategic goals.
• Displays original thinking and recommends process improvements to enhance the current process.
• Develops and implements cost-saving measures for the company when possible.
• Exhibits sound and accurate judgment and can explain and reason for decisions.
• Prioritizes and plans work activities appropriately and meets commitments.
• Adheres to safety and security policies.
• Manages within budget.
• Works with integrity and ethics.
• Ability to work on a flexible schedule.
• Ability to travel/ drive company vehicle 80% of the time to various locations.
• Safe driver.

Skills:

• Proficient in computer programs – Microsoft office, outlook
• Good communication skills – verbal and written.
• Bilingual in Spanish is highly preferred.
• Presentation Skills.
• Time management.

Experience:

• Cleaning Industry: Minimum of one (1) year in a management position.
• Driver’s License (required) and Excellent Driving Record.

Required Experience and Qualifications:

• Bachelor’s degree preferred; may consider relevant experience in lieu of degree.
• Courses or certificates in Quality Performance processes and workplace safety A+.

BRAVO! Building Services,a KBS Company is one of the largest, privately held facility support companies in the country. BRAVO! provides fully-integrated facility support solutions including janitorial, healthcare EVS, mechanical maintenance, electrical contracting, mailroom support and additional facility support and outsourcing activities. The Company is headquartered in Green Brook, NJ and operates branch offices in Arlington, VA, Raleigh, NC, Bentonville, AR and New Castle, DE.