Business & People Operations Lead

Ready to grow fast, take the lead, and deliver results—with all the tools, resources, and support you need at your fingertips? As our Business & People Operations Lead, you’ll be the operational right hand to the owner; leading recruiting, organizing systems, tracking performance, and assisting with running day-to-day execution using proven City Wide playbooks. This is a fast-growth leadership track for someone who wants to build, optimize, and grow into a key decision-maker in a recession-resistant business. Ready to join us at City Wide as our Business & People Operations Lead and accelerate your path to impactful leadership.

What Sets This Role Apart

You’re Not Starting from Scratch: We are a City Wide franchise with decades of proven operational playbooks and a massive knowledge base. From instructional videos, audio guides, and process templates to an entire LMS, you get turn-by-turn directions for every aspect of our revenue model, operations, and future growth.

Unprecedented Support: Tap into the expertise of seasoned HQ professionals, peer franchisees, and our network of independent contractors (ICs), all willing to help, mentor, and answer questions as you build.

Ready-Made Systems: Our franchisor has already built the foundation. Your job is to use your resourcefulness and follow-through to adapt, implement, and optimize what’s proven for our unique team and clients.

What you will do...

High level:
Implement Proven Operations Customize City Wide's comprehensive operational playbooks to fit our territory's strategy. Use decades of franchise insights, training videos, templates, and documented processes to build our competitive advantage. The systems exist. You'll make them work for us.

Execute Recruitment Strategy Follow established contractor sourcing methods while building relationships specific to our market. Use proven screening processes and onboarding templates. Leverage the franchise network's recommendations for top independent contractors.

Deploy Communication Systems Implement City Wide's client communication standards while adding your professional touch. Use existing templates for proposals, contracts, and client updates. Be the polished voice that represents our brand excellence.

Apply Compliance Frameworks Follow established compliance protocols that protect franchisees nationwide. Use proven contractor management systems and documentation requirements. The legal framework is built. You'll execute it flawlessly.

Partner on Growth Strategy Work with ownership to adapt successful territory expansion models to our market. Access insights from top-performing franchisees. Use corporate resources and fractional experts when needed.

With Details:

• Partner directly with the President to install, measure, and maintain world-class systems and SOPs, customizing them (not creating them from scratch) to match our goals and culture.
• Serve as the office’s first impression, the first voice of our office; professional, proactive, and welcoming in every interaction. And manage our internal operations: coordinate daily communications, handle incoming calls, emails, and visitors with a professional, warm, and urgent touch.
• Lead and own recruiting, onboarding for independent contractors (ICs) and employees; leveraging robust training, checklists, and templates designed by City Wide (i.e. you will use available resources to create job posts, scripts, gave presentations and interviews that attract top-tier independent contractors (ICs) talent).
• Schedule and support team meetings, onboarding, compliance, and recognition programs
• Be flexible and proactive. “I will figure it out” and "it will not fail because of me" are our motto; use your tech, research, and productivity skills to bring solutions, not just questions.
• Coordinate internal culture initiatives and external social media/brand presence
• Track and report performance metrics using Excel, PowerPoint, and CRM systems
• Keep contractor files, business licenses, and insurance documentation in compliance with local, state, and federal requirements

• 3+ years experience in recruiting, operations, people coordination, or executive support; strong at following proven systems and adapting them to real-world needs.
• Confident communicator (i.e. strong writing, speaking, and presentation skills), who builds trust and culture, leads onboarding, and partners closely with management. Confident, tactful, and able to perform well under pressure
• Confident using MS Office Suite (Excel, PowerPoint, Word) and MS Dynamic CRM platforms
• Positive, professional demeanor with a sense of urgency and high personal standards
• Comfortable working onsite and supporting multiple functions in a fast-paced environment

• Highly organized, detail-oriented, and structured in approach
• Strong moral compass, community-minded, and a collaborative team player
• Competitive leadership background (such as sports, team captain, or similar roles)
• Full ownership mentality of business ops

Success Measurement

• Independent Contractor (IC) Talent Available & Pipeline Health: Maintain a continuously growing and high-quality pipeline of ICs across core service categories. Develop and maintain an efficient, repeatable recruiting process that aligns with our cost structure and service standards
• SOPs, Scorecards & Performance Dashboards: Build and maintain up-to-date operating documents and tracking tools that support decision-making and accountability
• Internal Culture & Communications Effectiveness: Strengthen team alignment, communication, and culture of performance
• Owner & Partner Enablement: Act as a true force-multiplier for the owner/operator and a reliable hub for internal and external stakeholders

You Will Thrive Here If You:

• Want to grow fast; you’ll gain real visibility, responsibility, and influence early
• Know how to get things done; not by starting from zero, but by using what’s already working
• Are resourceful; you’ll use City Wide’s massive content library and our support network to fuel execution
• Take pride in outcomes; from every email you send to every contractor you recruit, you’ll care about doing it right
• Have a “figure it out” mindset; when something isn’t clear, you research it, ask questions, and move forward
• Thrive in ownership; you don’t need micromanagement to do your best work
• Bring strong business tech skills; you’re confident in Excel, PowerPoint, Word, and CRMs
• Communicate like a pro; you write, present, and engage clearly and persuasively

What This Role Can Become:

If you perform and deliver, this role can evolve into far more. As we grow our client base and team, your influence will grow with it.

There is a clear, merit-based pathways to quickly become Manager, Director, VP, COO, or GM roles as we expand locally and beyond.

We give you ownership of outcomes with proven tools for success. You'll have direct access to decision-making and the support system of an entire network.

The hard work of figuring out "what works" has been done. Your job is taking what works and making it work exceptionally well for our territory. With the right person supporting our President, and executing proven systems, this territory will become one of the top performers in the City Wide network.

City Wide Chicago Shores, we believe in flexible and personalized healthcare benefits. That’s why we offer tax-free reimbursements for your medical premiums and expenses, plus access to dental and vision plans from top carriers. You choose what works best for you and your family.

• A monthly QSEHRA health reimbursement to support your medical premiums and qualified healthcare expenses
• Access to dental and vision coverage through nationally recognized carriers, with the option to enroll at competitive group rates
• A company-sponsored 401(k) plan with matching, paid time off, Community enrichment, EOE...

WHY THIS ROLE IS RECESSION-RESILIENT & FUTURE-PROOF
This role is recession-resilient because it supports the essential services that businesses rely on to stay clean, safe, and operational; regardless of economic conditions. It's future-proof because you'll be mastering systems, tools, and leadership skills tied directly to growth, scale, and long-term operational excellence. You’ll enjoy reliable earning potential, continuous professional growth, and the chance to become a leader within a supportive, high-performance team.

VALUES & CULTURE
Bring value, know your customer, own it, celebrate your teammates, and always be professional. Join a team committed to helping you become the best version of yourself, where loyalty, learning, and results are recognized and rewarded.

More on City Wide...

City Wide Facility Solutions is a fast-growing company with over 100+ extremely selective franchise locations across the United States and Canada. Founded in 1961, City Wide Facility Solutions is the largest management company in the building maintenance industry. We have over 60 years in the business and continue to experience high growth and profitability across our franchise businesses. Our culture supports the company’s Mission to create a Ripple Effect by positively impacting the people and communities they serve. Read more about City Wide at www.gocitywide.com

City Wide is an Equal Opportunity Employer.