Head of Customer Success – Operations

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Moura's Cleaning Service

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

🤝 B2B

📚 Education

B2B • Education

Moura's Cleaning Service is a commercial janitorial and facility-cleaning company with over three decades of experience providing tailored cleaning, disinfection, and maintenance services for offices, banks, schools, industrial facilities, and post-construction sites. The company emphasizes eco-friendly (green) cleaning practices, quality control, and reliable, vetted staff across multiple locations in the northeastern U. S. , offering services such as office cleaning, floor and carpet care, window cleaning, and EPA-approved commercial disinfection. Moura's positions itself as a partnership-focused provider delivering flexible schedules and customized plans to maintain safe, healthy, and presentable commercial environments.

📋 Description

• Lead, develop, and monitor team performance. • Provide structured feedback and continuous follow-up. • Identify technical and behavioral gaps. • Build individual and team development plans. • Develop new leaders within the operation. • Foster a high-performance, collaborative, and accountable environment. • Structure and optimize internal processes. • Ensure operational efficiency and scalability of the area. • Map bottlenecks, propose improvements, and monitor their implementation. • Develop documentation, workflows, training, and best practices. • Ensure compliance with SLAs and departmental KPIs. • Define, track, and analyze operational metrics. • Ensure productivity, quality, and efficiency of customer service. • Promote data-driven continuous improvement. • Manage productive capacity and intelligent demand allocation. • Work closely with the team and operations. • Step into operational tasks when necessary. • Serve as a reference for professionalism, commitment, and execution. • Lead by example, not just by delegation. • Be present for the team's day-to-day challenges. • Report results, risks, and opportunities to the executive team. • Anticipate issues before they impact operations. • Present action plans and structured solutions. • Lead continuous improvement projects and the evolution of the function.

🎯 Requirements

• Previous experience leading operational or Customer Success teams. • Experience in project management and implementing improvements. • Experience building or restructuring processes. • Strong communication and conflict management skills. • Experience with metrics, targets, and performance monitoring. • Hands-on profile, comfortable operating both strategically and operationally. • Ability to develop people and build high-performing teams. • Intermediate English (reading and writing) – will be tested.