Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Purpose of the Role:

Manage general services delivery (cleaning, waste & recycling, cafeteria/vending, furniture/lockers) and ensure a high-quality workplace experience. Supervise Front Desk and Operations Supervisor to maintain service standards, vendor coordination, and backlog control.

Key Responsibilities:

• Manage cleaning/day-porter programs and conduct quality audits for work areas.
• Oversee cafeteria/vending operations and waste/recycling compliance; coordinate campaigns with FM Planning & Control.
• Lead floor service quality (appearance, minor moves), furniture/lockers allocations; coordinate vendor for maintenance.
• Supervise Front Desk Lead & Associates; ensure reception and visitor management; coordinate badge policy with Security Leader.
• Monitor helpdesk requests and route to appropriate domain leaders; provide feedback on completion.
• Supervise Operations Supervisor for dispatch, escorts, backlog control; coordinate minor works planning with Building Engineer.
• Coordinate general services vendors and verify SLAs, scope, and rosters; maintain documentation and SOPs.
• Track customer satisfaction (CSAT) and service issues; drive continuous improvement initiatives.

Decision Rights:

• Approve routine general services changes and minor purchases within delegation; request FM approval for larger changes.
• Adjust Front Desk and Ops Supervisor rosters to meet coverage targets.
• Initiate vendor corrective actions and escalate SLA breaches.

KPIs:

• Cleaning audit pass rate (%), cafeteria service quality score.
• Work order closure (%), backlog age (days) for general services tasks.
• Customer satisfaction (CSAT) for floor services.
• Vendor SLA compliance (%).

Interfaces (Internal/External):

• Internal: Facilities Manager, Front Desk, Operations Supervisor, Technicians, FM Planning & Control Lead, Security Leader.
• External: Cleaning, waste & recycling, cafeteria, furniture vendors; event service providers.

Required Experience:

5+ years in general services or operations leadership for large offices/contact centers. Vendor management, quality auditing, and customer-experience focus. Familiar with CMMS/helpdesk and service-level governance.

Education: Bachelor’s degree in Industrial Engineering or related field. Equivalent experience may be considered.

Shift/Availability:

Monday–Friday 08:00AM–5:00PM; Saturday 08:00AM–12:00PM. Available for emergency escalation support.

Location:

Site: Santo Domingo

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment

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