SERVICE OPERATIONS LEAD

ESFM

Position Title: SERVICE OPERATIONS LEAD

Salary: $65,000 - $85,000

Other Forms of Compensation: none

ESFM is the corporate facilities management (FM) division of Compass Group USA, a Gold-level Corporate Sustaining Partner of the International Facility Management Association (IFMA), and a Platinum Corporate Member of the Association of Energy Engineers (AEE).

ESFM self-performs 80% of all FM services provided to clients. Our portfolio of solution categories includes Facilities Maintenance & Engineering, ESG Programming, Laboratory Support Services, Janitorial & Industrial Cleaning, Landscaping & Grounds Management, Workplace Solutions and Managed Services.

This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees. ESFM’s clients include many household names from the life sciences, technology, oil & gas and manufacturing markets.

This position is eligible for an Employee Referral Bonus! If you know someone that is qualified for this role, please use the ‘job search’ in PeopleHub to refer your referral and email them a link to apply. Your referral will be able to apply by clicking the link in the email. You can check the status through your profile, accessible via Careers in PeopleHub, by clicking on ‘referral tracking.’ For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, email [email protected].

Job Summary

We are seeking a service focused and highly organized Service Operations Lead to support an Integrated Facilities Management (IFM) program for a premier R&D client in Cambridge. During the first year of site activation, this role will support and help execute the Hypercare program, transitioning into the AskFM program as the site moves to Business as Usual (BAU). The AskFM Lead acts as the central coordination point for field operations—supporting issue intake, workplace rounds, readiness checks, and customer interactions. While this position does not manage direct reports, the Lead provides day to day guidance and operational direction for AskFM Specialists who report into the Process Improvement Manager. The ideal candidate brings strong customer service acumen, operational discipline, and the ability to guide field execution in a fast paced, evolving environment.

Key Responsibilities

• Serve as the front line operational lead for Hypercare and AskFM, ensuring consistent execution of daily workplace rounds, readiness checks, and customer service routines.
• Coordinate service request intake and triage, ensuring accurate logging, prioritization, and routing through ServiceNow or other designated systems.
• Provide day‑to‑day field guidance to AskFM Specialists (without direct supervisory authority), reinforcing SOPs, standards, and service expectations.
• Conduct routine inspections across office, lab, and amenity spaces to verify cleanliness, readiness, signage, equipment access, and operational quality.
• Support onboarding and training reinforcement for AskFM Specialists, ensuring consistent understanding of routes, expectations, and safety protocols.
• Maintain and update field documentation such as route maps, checklists, readiness standards, and signage requirements.
• Identify and escalate operational risks, service gaps, safety concerns, and recurring issues to the Process Improvement Manager.
• Represent AskFM during daily operations huddles, cross‑functional discussions, Hypercare updates, and readiness walk‑throughs.
• Support adoption of new tools, workflows, and checklists introduced during Hypercare and transition to BAU.
• Model a high‑quality hospitality mindset, professionalism, and ownership of the occupant experience.

Qualifications

• 2–4 years of experience in workplace operations, facilities support, hospitality, logistics, or a similar service‑focused environment; life sciences or R&D experience preferred.
• Experience serving as a lead, senior specialist, or role responsible for guiding daily operational execution (people management not required).
• Strong customer service and communication skills with the ability to manage high‑volume interactions while maintaining professionalism.
• Ability to follow and reinforce SOPs, structured workflows, and documented processes.
• Experience with CMMS or service request platforms; ServiceNow strongly preferred.
• Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Basic understanding of safety expectations in office or lab settings preferred.

Apply to ESFM Services today!

ESFM is a member of Compass Group USA

Click here to Learn More about the Compass Story

Associates At ESFM Are Offered Many Fantastic Benefits.

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Certain positions may require Florida Level 2 background screening. Details:

Applications are accepted on an ongoing basis.

Eurest Services maintains a drug-free workplace.

Req ID:1513706

ESFM

Brandy Wilson