Job Title
Regional Maintenance Manager- IFM

Job Description Summary
The Regional Maintenance Manager (RMM) is the primary operations leader for CWS's Integrated Facility Management (IFM) program across multiple nodes within a national fulfillment network. This role owns day-to-day execution of Base Building Maintenance (BBM) services, ensures Key Performance Indicator (KPI) performance, drives commercial discipline, and serves as the primary interface between CWS field teams, the National Operations Center (NOC), client Reliability Facilities Managers (RFMs), and CWS leadership.

The current portfolio spans 3 nodes and 10 sites across New York, Boston, and Cleveland. As the IFM program matures and expands, this role will scale to include additional nodes and sites awarded through the pilot growth pathway.Job Description

Travel: 40–60% Across Ohio, New York, and other states in the Northeast as needed

Key Responsibilities
Operations & Execution

• Own node-level service delivery across all IFM sites including AR Sortable Fulfillment Centers, Sort Centers, Delivery Stations, and Same/Next-Day Delivery (SSD) facilities
• Drive Preventive Maintenance (PM), System Check (SC), and Regulatory (REG) completion rates to contractual KPI targets (≥95% non-regulatory, 100% regulatory, ≥90% reactive on-time)
• Manage daily and weekly Work Order (WO) routing, technician assignments, and route capacity planning for on-site and mobile teams
• Lead Severity 1/2 (SEV1/2) escalation response and coordinate with the NOC per established protocol; ensure 24/7 call coverage for urgent events
• Oversee backlog management — segment by priority, site, age, and trade; maintain separation between backlog recovery and recurring demand
• Ensure labor utilization ≥90% and proactive-to-reactive work order ratio ≥80%
• Onboard new sites as awarded — coordinate mobilization per BBM vendor onboarding process, including Installation & Operational Qualification (IOQ) phase support up to 4 weeks prior to practical completion

Commercial Controls

• Own and maintain a working knowledge of all contractual obligations — including scope of services, Service Level Agreements (SLAs), KPIs, commercial terms, and client obligations — and ensure the operation executes within those requirements while identifying and escalating any scope risks or deviation
• Own and maintain a working knowledge of all contractual obligations — including scope of services, Service Level Agreements (SLAs), KPIs, commercial terms, and CWS/client obligations — and ensure the operation executes within those requirements while identifying and escalating any scope risks or deviations
• Enforce quote-to-approval controls: validate scope, labor, materials, assumptions, and Purchase Order / Not-To-Exceed (PO/NTE) status before authorizing work release
• Maintain fixed-price vs cost-plus boundary discipline — protect PM continuity while managing reactive spend exposure
• Enforce vendor quote thresholds: 2 quotes for $10k–$25k work; 3 quotes for work exceeding $25k
• Monitor WO classification accuracy (Preventive Maintenance, Corrective Maintenance, Breakdown, Project) and proactively correct misclassifications that impact KPI measurement or scope boundaries
• Track billable status, labor-hour capture, NTE-vs-invoice variance, and billing queue readiness across all nodes
• Deliver weekly commercial snapshot: reactive spend, high-cost repair exposure, project vs non-project split, and key cost drivers

KPI & Compliance

• Own quarterly BBM KPI audit performance across all nodes (weighted: 30% downtime events, 20% reactive WO, 20% regulatory WO, 20% non-regulatory WO, 10% reporting)
• Drive path-to-green actions for any KPI miss — ensure each has root cause, owner, due date, and recovery plan
• Ensure 100% regulatory/compliance WO completion on time — zero tolerance for regulatory failures
• Maintain Workplace Health & Safety (WHS) reporting discipline (incidents, near misses, root cause analysis, Lock-Out/Tag-Out incidents) via Gensuite/Austin
• Ensure Avetta compliance for all subcontractors — no site access without current pre-qualification, worker management, and Risk Assessment & Method Statement (RAMS) records

Client Partnership & Communication

• Serve as primary operational interface with client RFMs across all assigned nodes
• Escalate client-impacting risks with factual brief, recommendation, and clear decision owner
• Lead at least 2 knowledge-sharing sessions per year covering emerging industry trends and best practices applicable to the client

Reporting & Business Reviews

• Own and deliver the Weekly Business Review (WBR) covering: node health, service risks, open actions, staffing status, WO completion rates, backlog position, and commercial controls summary
• Prepare and present the Monthly Business Review (MBR) to client RFMs and CWS leadership, including: safety performance, regulatory compliance, KPI scorecard, cost control (budget vs actual, month-over-month & year-over-year), organizational health, and continuous improvement initiatives
• Participate in weekly governance rhythm: Monday operations review, Tuesday NOC/workflow/quote review, Thursday KPI/compliance checkpoint, and Friday executive risk review
• Deliver weekly commercial snapshot: reactive spend, high-cost repair exposure, project vs non-project split, overspend mitigation actions, and key cost drivers
• Produce organizational report each period: headcount, leavers/joiners/vacancies, absence %, holiday cover, training completion, and certification status
• Deliver spend reporting via Corrigo, financial systems, and Power BI: budget vs actual, non-labor breakdown, subcontractor costs, and overspend mitigation plans
• Track and report quote aging, approval/PO blockers, billable WO status, and invoice reconciliation status weekly
• Maintain action tracker with owner, due date, blocker, next governance forum, and escalation path for all open items
• Coordinate Capital Renewal Plan (CRP) development — due March 1st annually per site; initial draft within 180 days of go-live for new sites

People & Organization

• Direct leadership of Facility Managers, Planners/Schedulers, and maintenance technicians across all nodes (~30 personnel currently; expected to grow)
• Fill open positions within 90 days; maintain active backfill plans for all vacancies with no Service Level Agreement (SLA) impact during coverage gaps
• Ensure all field personnel maintain required training and certifications per client and regulatory requirements — including site-specific safety orientations, safe systems of work, and any client-mandated competencies
• Drive root cause analysis and developmental learning programs following all SEV1/2 events
• Manage coverage for scheduled and unscheduled absence without overtime cost to the client

Systems & Tools

• Ensure accurate utilization of Asset Performance Management (APM) system for WO completion, labor hours, PM scheduling, and compliance tracking across all sites
• Oversee Corrigo workflow: WO execution tracking, vendor dispatch, NTE management, and invoice status progression
• Leverage Building Management System (BMS) for remote equipment monitoring, alarm management, and trend analysis
• Utilize Power BI for spend dashboards, KPI tracking, and leadership reporting

Required Qualifications

• 7+ years progressive facility management or maintenance operations experience in industrial, logistics, or distribution environments
• 3+ years managing multi-site portfolios (5+ sites minimum) with direct Profit & Loss (P&L) or budget accountability
• Demonstrated experience with Computerized Maintenance Management Systems (CMMS) such as APM, Corrigo, Maximo, ServiceChannel, or equivalent
• Strong understanding of base building systems: HVAC, electrical (high-voltage/low-voltage), fire protection and suppression, plumbing, building management systems, and dock equipment
• Experience managing subcontractor networks including quote management, purchase order/not-to-exceed controls, and invoice reconciliation
• Knowledge of regulatory compliance frameworks: NFPA, OSHA, EPA, and state-specific requirements applicable to industrial facility maintenance
• Proven ability to manage KPI-driven service contracts with SLA accountability and quarterly audit cycles
• Experience with commercial controls in facility management contracts: fixed-price vs cost-plus models, scope boundary management, and billing discipline
• Strong business review and reporting skills — ability to synthesize operational data into executive-ready narratives with clear actions
• Valid driver's license; ability to travel 40–60% across Northeast US with potential expansion to additional regions

Preferred Qualifications

• Experience in a national fulfillment or high-volume logistics/e-commerce network environment
• Familiarity with Asset Performance Management (APM), ticketing/issue management systems, procurement platforms, and Building Management Systems
• Certified Facility Manager (CFM), Facility Management Professional (FMP), or Project Management Professional (PMP) certification
• Experience with Integrated Facility Management (IFM) or Total Facility Management (TFM) pilot programs, or new service line mobilization and ramp-up
• Background in both union and non-union labor environments
• HVAC EPA 608 Universal certification or equivalent technical credential
• Experience with Avetta or similar contractor pre-qualification and worker safety management platforms
• Power BI or similar business intelligence reporting experience

Key Performance Indicators (This Role Owns)

• Downtime Events (SEV1/2, Fire/Flood Alarm, Heat Escalation): 0 per quarter
• % Reactive Work Orders On-Time: ≥90%
• % Regulatory Work Orders On-Time: 100%
• % Non-Regulatory Work Orders On-Time: ≥95%
• Labour Utilisation: ≥90%
• Proactive:Reactive Ratio (Work Orders): ≥80%
• Position Fill Time: ≤90 days
• Monthly Business Review / Reporting Completeness: Complete each period

Working Conditions

• Client sites operate 24/7; must maintain on-call availability for Severity 1/2 escalations outside standard business hours
• Regular travel across current nodes (NY, MA, RI, OH) with expansion to additional states as portfolio grows
• Industrial environment: fulfillment centers, sort centers, delivery stations — exposure to mechanical/electrical systems, elevated work areas, dock operations
• Must obtain and maintain site access credentials and badging across all portfolio sites

Growth Opportunity

The CWS IFM program is a strategic growth vehicle. Wave 3 represents the newest expansion of CWS's integrated service delivery model within a major national fulfillment network. As KPI performance demonstrates operational maturity and client confidence, the program is positioned for geographic expansion and additional site awards. The RMM will play a central role in shaping how IFM scales — from process design and system standardization to team development and commercial architecture. High performers in this role will have a clear path to Director-level leadership as the portfolio grows.