Account Excellence Manager
Key Purpose
The Account Excellence Manager is a strategic leader responsible for driving operational excellence, performance optimization, continuous improvement, and transformation across a complex, high-profile client account.
Supporting a diverse portfolio of real estate and operational environments—including broadcast and production studios, Class A high-rise offices, corporate workplaces, technical environments, and customer-facing spaces—this role ensures services are delivered consistently, efficiently, and in alignment with contractual commitments, client expectations, and ISS standards.
Operating with a high-touch, hospitality-driven mindset, the Account Excellence Manager will partner closely with account leadership, site operations, the client, suppliers, and internal centers of excellence to embed ISS operating standards, strengthen governance, improve service performance, and identify opportunities for innovation.
This individual will serve as a key connector between strategy and execution, translating account objectives, performance data, and client expectations into scalable operational programs and measurable business outcomes.
The successful candidate will bring a combination of operational expertise, analytical capability, program leadership, executive-level communication, and change management skills and will be comfortable operating within a highly visible, fast-paced, and complex environment.
Success Criteria
Success in this role will be demonstrated through:
- Achievement of contractual, operational, and client performance objectives.
- Continuous improvement in service quality, productivity, customer experience, and financial performance.
- Successful execution and adoption of strategic programs and transformation initiatives.
- Data-driven decision-making that improves performance visibility, risk management, and business outcomes.
- Strong stakeholder engagement and sustainable operating practices that support long-term account success.
Key Areas of Collaboration and Influence
The Account Excellence Manager will develop strong relationships and collaborate extensively with:
- Key Account Director and Account Leadership Team
- Site and Regional Operations Leadership
- Client Leadership and Key Stakeholders
- Global Key Account (GKA) Organization
- Operational Performance and Operational Excellence Teams
- Strategic Transformation Teams
- Commercial and Finance Teams
- Procurement and Supply Chain
- Technology and Data Analytics Teams
- Health, Safety, Environment, and Quality (HSEQ)
- People & Culture
- Workplace Experience and Hospitality Teams
- External Partners, Vendors, and Suppliers
- Subject Matter Experts and Centers of Excellence
- Global, Regional, and Country Organizations
The role will influence stakeholders at multiple levels of the organization and will be expected to build alignment across functions without always having direct reporting authority.
Key Accountabilities
Operational Performance & Continuous Improvement
- Lead the deployment and continuous improvement of ISS operating standards, processes, and performance frameworks across the account.
- Partner with operational leaders to identify risks, performance gaps, and improvement opportunities that enhance service quality, productivity, consistency, customer experience, and financial performance.
- Drive root cause analysis, standardization, and innovation initiatives that deliver measurable and sustainable business results.
- Support operational readiness and ensure services are delivered in accordance with client commitments and ISS standards.
Performance Management & Analytics
- Develop and manage KPIs, SLAs, scorecards, dashboards, and reporting tools that provide meaningful visibility into account performance.
- Analyze operational and financial data to identify trends, risks, and opportunities, translating insights into actionable recommendations.
- Ensure performance measures, reporting practices, and data governance support informed decision-making and continuous improvement.
- Communicate performance results, risks, and recommendations to operational, client, and executive stakeholders.
Program, Project & Change Leadership
- Lead complex cross-functional programs and transformation initiatives from planning through implementation, adoption, and measurement.
- Establish project priorities, governance, timelines, risks, and success metrics to ensure delivery of business objectives.
- Drive change management efforts, including communication, training, and adoption strategies that support sustainable implementation.
- Manage multiple initiatives simultaneously while maintaining alignment with account priorities and stakeholder expectations.
Client & Stakeholder Partnership
- Serve as a trusted advisor to account and client leadership by providing performance insights, strategic recommendations, and operational support.
- Build alignment across operational, client, and functional stakeholders to ensure successful execution of account priorities.
- Facilitate collaboration across ISS teams, client organizations, suppliers, and support functions to resolve challenges and improve performance.
- Prepare and deliver executive-level communications, business reviews, and presentations.
Commercial & Business Performance
- Support achievement of contractual, operational, and financial objectives through performance improvement and strategic initiatives.
- Evaluate operational opportunities that improve productivity, reduce cost, mitigate risk, and enhance client value.
- Partner with Finance, Commercial, Procurement, and Operations teams to develop business cases and assess the impact of improvement initiatives.
- Ensure improvement efforts balance client experience, operational excellence, contractual obligations, and financial performance.
Ideal Candidate Experience
Education
- Bachelor's degree in Business Administration, Operations Management, Engineering, Facilities Management, Hospitality, Finance, Data Analytics, or a related discipline required.
- Master's degree, MBA, or other relevant graduate degree highly preferred.
- Project management, Lean, Six Sigma, change management, facilities management, or related professional certifications are highly desirable.
Professional Experience
- 15+ years of progressive experience in operations, operational excellence, performance management, program management, product strategy, transformation, or related disciplines.
- Significant experience within Janitorial, Custodial, Facility Management, Integrated Facilities Management (IFM), Workplace Experience, Hospitality, or complex outsourced service environments.
- Demonstrated experience supporting large, sophisticated, multi-site client accounts.
- Experience across film, television, production, and broadcast studio environments strongly preferred, with broader exposure to technology, entertainment, corporate workplace, or hospitality-driven environments highly desirable.
- Minimum 7+ years of experience implementing and managing complex programs, with demonstrated experience designing and building programs from concept through implementation.
- Proven success leading cross-functional initiatives in matrixed organizations.
- Experience managing operational transformation and large-scale change initiatives.
- Demonstrated ability to influence stakeholders and drive results without direct reporting authority.
- Experience operating within global or international organizations and navigating diverse cultural and business environments.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to move throughout office, studio, production, and facility environments as required.
- Must be able to lift up to 15 pounds at a time.
- Ability to participate in site walks, operational reviews, meetings, and assessments across multiple facility types.
- Ability and willingness to travel up to 15%, based on account and business requirements.
HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.
ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $140000.00 - $160000.00 . Final compensation will be determined based on experience and skills and may vary from the above range.
To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.
As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.
Employment with ISS/Guckenheimer may be contingent upon successful completion of a background check and, where appliable, a drug and/or alcohol screening, in accordance with applicable laws and Company requirements.
Bachelor's degree in business, operations, engineering, facilities, hospitality, finance, or data analytics required; 15+ years progressive operations experience; 7+ years complex program management; travel up to 15%; ability to lift 15 lbs.
Key Responsibilities
- driving operational excellence
- managing performance analytics
- leading transformation programs
Job Details
- Category: Business Operations
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 140,000 – 160,000 / year
- Languages: English
About ISS
A global provider of facility management and workplace experience services. — Industry: Consulting Services