Assistant Account Director

The Assistant Account Director is responsible for the daily management and execution of custodial services across the Carnegie Mellon University campus. Reporting directly to the Account Director, this position supports the delivery of exceptional service quality, operational efficiency, employee engagement, and client satisfaction while ensuring alignment with contract requirements and UG2's standards of excellence.

The Assistant Account Director serves as a key member of the campus leadership team and is responsible for overseeing frontline management, supervisors, and custodial staff across multiple shifts. This role works closely with the Account Director to implement strategic initiatives, maintain service excellence, manage labor resources, and support a world-class custodial operation that enhances the student, faculty, staff, and visitor experience.

• →Direct supervision of custodial supervisors, area managers, and frontline team members.
• →Responsible for employee performance, coaching, scheduling, training, and development.
• →Foster a culture of accountability, teamwork, customer service, and continuous improvement.

• Support the Account Director in the management and execution of all custodial services throughout the campus.
• Ensure the account complies with all UG2 safety policies, procedures, and programs, promoting a safe work environment through consistent enforcement, employee training, and ongoing safety oversight.
• Direct and support shift managers, supervisors, and frontline teams to ensure consistent service delivery and operational excellence.
• Ensure all custodial activities are performed in accordance with contract requirements, campus standards, and UG2 best practices.
• Develop, implement, and maintain standardized operating procedures across all shifts.
• Monitor staffing levels and deployment strategies to ensure efficient utilization of labor resources.
• Assist in planning and executing event support services and special projects.
• Maintain a comprehensive annual periodic cleaning program and ensure completion of scheduled work.

• Serve as a primary operational liaison with campus stakeholders, including facilities management personnel, department representatives, event coordinators, and vendors.
• Respond promptly to work requests, service concerns, and operational challenges.
• Participate in regular client meetings and maintain strong working relationships with university stakeholders.
• Support the Account Director in maintaining a visible campus presence and fostering positive client relationships.

• Partner with Quality Assurance personnel to monitor inspection programs, quality metrics, corrective action plans, and reporting systems.
• Conduct regular inspections and audits to ensure compliance with established service standards.
• Work closely with the Safety Department to ensure adherence to OSHA regulations, company safety programs, and campus safety requirements.
• Promote a culture of safety and accountability throughout the operation.
• Utilize custodial management and inspection software to track performance, productivity, and quality outcomes.

• Lead, coach, and develop supervisors and frontline employees to achieve operational goals and career growth.
• Support employee engagement initiatives that foster a positive workplace culture and high retention rates.
• Assist with recruitment, onboarding, training, performance management, and succession planning efforts.
• Serve as a change leader by promoting continuous improvement and operational innovation.
• Support diversity, equity, inclusion, and affirmative action initiatives.

• Assist the Account Director in managing labor budgets, expenses, and productivity targets.
• Monitor operational expenditures and identify opportunities for cost savings and efficiency improvements.
• Support the preparation of operational reports, workforce analyses, and performance metrics.
• Ensure proper inventory management of supplies, chemicals, and equipment.
• Assist with vendor and subcontractor oversight to ensure compliance with service expectations.

• Account Director
• Regional Operations Leadership
• Carnegie Mellon University Facilities Management Team
• Campus Department Leaders and Stakeholders
• Vendors and Subcontractors
• Supervisors, Leads, and Custodial Staff

Founded in 2012, UG2 is privately held and headquartered in Boston, Massachusetts. At UG2, we set the standard in facility services through our relentless pursuit of innovation and excellence. We take pride in exceeding client expectations and fostering a culture of continuous improvement.

Every team member is integral in shaping our strategy and driving our mission. By embodying our commitment to service excellence, they directly contribute to UG2's growth and our reputation for delivering unparalleled results in a client-focused industry.