We are seeking a results-driven Account Director to lead the execution and performance of a key self-perform contract with a well-known grocery chain. This position is responsible for ensuring operational excellence across multiple retail sites, managing labor and service quality, and maintaining strong client relationships. The Account Director oversees day-to-day contract delivery and partners with cross-functional teams—including HR, Quality, and Site Leads—to drive continuous improvement and compliance.

Key Responsibilities

Contract & Client Management

• Oversee full execution and performance of the contract, ensuring service-level agreements (SLAs) are met or exceeded.
• Act as the primary liaison between the company and the customer team, ensuring open communication and a strong partnership.
• Conduct multiple weekly site inspections at various store locations to evaluate service quality, labor effectiveness and client satisfaction (number of visits TBD by Regional Vice President).
• Report contract KPIs to the Regional Vice President, and lead preparation and presentation of insights for Quarterly Business Reviews (QBRs).

Operational Oversight

• Manage and optimize labor planning, shift coverage, and workforce allocation in collaboration with site supervisors and HR.
• Monitor and improve quality and performance metrics to ensure consistent service delivery across all locations.
• Support proactive problem-solving and rapid issue resolution through coordination with field teams and internal stakeholders.

Cross-Functional Collaboration

• Work closely with the internal HR team, including the HR Generalist and HR Manager, to support recruitment, onboarding, employee relations, and compliance.
• Collaborate with the Quality Lead to align on service standards, inspection outcomes, and performance trends.
• Partner with finance, payroll, and scheduling teams to ensure accuracy in labor tracking, time approval, and cost reporting.

Employee Relations & Compliance

• Support a positive work environment by promoting employee engagement, development, and accountability across all site teams.
• Help ensure proper documentation and resolution of employee concerns in partnership with HR.
• Uphold all company and client compliance standards, including health and safety protocols, labor law adherence, and site-specific policies.

Financial Management

• Track and manage account-level budgets, labor costs, and operational spending to ensure profitability.
• Identify opportunities for cost control and efficiency without compromising service quality or client satisfaction.

Work Environment

• Field-based role with travel to multiple grocery store locations each week.
• Occasional evening, overnight or weekend availability may be required.
• Overnight travel may be required as needed