Facility management general manager job description
A facility management general manager runs the company's client accounts day to day. The GM leads the operations, janitorial and maintenance teams that serve offices, retail centers and apartments, holds them to each contract's service levels, and owns the monthly budget. When service slips, the property manager calls the GM.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, facilities support services · BLS, May 2025
Responsible for overseeing facility operations while directing departmental teams and ensuring that service level agreements (SLAs) are met to deliver high client satisfaction. Plays a pivotal role in strategic planning, process improvements, and driving operational excellence in the home services industry.
2. Essential Duties and Responsibilities
Lead and manage cross-functional teams to ensure effective facility operations.
Monitor and enforce adherence to established SLAs to maintain service quality.
Oversee budgeting, forecasting, and resource allocation for optimal operational performance.
Develop and implement strategic plans to enhance client satisfaction and operational efficiency.
Establish and maintain strong vendor and client relationships to ensure seamless service delivery.
3. Key Tasks / Daily Activities
Oversee daily facility operations to ensure compliance with policies and performance standards.
Direct, mentor, and supervise department staff to build a high-performing team.
Communicate regularly with clients and vendors to address service issues and implement improvements.
Analyze operational metrics and prepare detailed performance reports.
Conduct routine facility inspections and safety audits to ensure regulatory compliance.
4. Key Performance Indicators (KPIs)
Revenue per service hour: $150.
Client Satisfaction Rating: >4.8 stars.
SLA Compliance Rate: 95% or above.
Operational Efficiency Ratio: 90% or higher.
5. Required Qualifications and Skills
Bachelor’s degree in Business Administration, Facility Management, or a related field.
Minimum of 5 years of progressive experience in facility management or general management roles.
Strong leadership, communication, and interpersonal skills.
Proficiency in budgeting, performance analysis, and process improvement methodologies.
Working knowledge of facility maintenance, safety regulations, and compliance standards.
6. Preferred Experience
Experience working within the home services or facility management industries.
Proven track record in overseeing multi-departmental operations and cross-functional teams.
Familiarity with modern facility management software and tools.
Demonstrated success in strategic planning and implementing process enhancements.
7. Physical Requirements
Ability to occasionally lift up to 25 lbs.
Frequent on-site presence for facility inspections and team oversight.
Exposure to varying environmental conditions, including outdoor work during inspections.
Ability to stand, walk, and move throughout facility locations for extended periods.
8. Work Environment and Schedule
Typical work hours: Monday through Friday, 8:00 AM – 5:00 PM.
On-call availability during critical operational situations.
Occasional travel between multiple facility sites is required.
Opportunities for remote work as needed.
9. Compensation and Benefits
Salary range: $90,000 - $120,000 per year.
Eligible for performance-based bonuses.
Comprehensive benefits package including Health, Dental, and Vision insurance.
Participation in a 401(k) retirement plan with company match.
Access to professional development and career advancement opportunities.
10. Company Culture and Overview
We cultivate a culture of innovation, growth, and collaboration that inspires every team member.
Our company values a customer-centric approach and strives to deliver excellence in every service interaction.
We are committed to fostering an environment of continuous learning and career advancement.
Our inclusive and supportive culture is designed to help you excel and grow as a professional.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
Clients judge a facility services company building by building, against the service levels in each contract. The GM keeps the teams meeting those levels at a profit, and takes the property manager's call when they don't.
When does the response clock start?
A service level agreement promises a response or a fix within a set time, but the contract also has to say when the clock starts and stops. Does it start when a tenant calls or when the request lands in the portal? Does it pause while the property manager approves a quote, or while a tenant won't allow access? The GM settles those rules with each client and reports compliance the way the client measures it.
Three property types, three sets of priorities
Office tenants want quiet work after hours and fast fixes during the day. Retail center owners watch parking lots, restrooms and storefront glass during shopping hours, and the holiday rush. Apartment communities need repairs inside homes, night emergencies and quick unit turns. The GM staffs, schedules and prices each type on its own terms, not as one average account.
Get next year's changes into the client's budget
Property managers plan each building's budget for the owner before the owner's year starts. If a wage increase or an extra porter shift isn't in that plan, there may be no money for it later, even when the property manager agrees. The GM learns when each client builds its budget. While the plan is still open, the GM sends price changes, scope changes and a short list of worn floors, failing equipment and roof leaks.
Revenue per hour mixes very different work
An hour of night cleaning, an hour of technician time and an hour spent managing a vendor are billed at very different rates. The template's revenue per service hour only means something when the GM tracks it by service line and by building. A blended number can rise because vendor work grew while the cleaning crews lose money.
How much facility management general managers make
The closest BLS group for facility management general managers is general and operations managers. General and operations managers who work for facilities support companies earned a median of $99,830 a year ($47.99 an hour) in May 2025, according to the Bureau of Labor Statistics. That’s below the $105,770 median for general and operations managers in all industries. About 4,280 of the 3,503,020 general and operations managers in that survey work for facilities support services.
Salaried with a bonus on results. BLS puts the median for this job at facilities support companies inside the template's range, so a GM who has run a bigger book of buildings may ask for the top of it or more.
Facilities support services
$99,830$99,830 median Middle half $75,420–$151,490 10th–90th $56,490–$209,750
All industries
$105,770$105,770 median Middle half $72,320–$167,280 10th–90th $50,090–$253,390
$0k$50k$100k$150k$200k$250k$300k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Facilities support services
$56,490
$75,420
$99,830
$151,490
$209,750
All industries
$50,090
$72,320
$105,770
$167,280
$253,390
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
Has led service teams or a group of accounts at a janitorial or facility maintenance contractor
Wins back a property manager's trust after a missed service level
Reads a contract's scope and service levels and staffs to them
Builds and holds a budget by building and by service line
Walks buildings with supervisors and follows up on what they find
Teach these on the job
What each client's contract promises and how they want it reported
Each account's renewal date and rebid history
Your inspection forms and how areas are scored
Each client's budget calendar
How you build and review building budgets
The GM's week runs through the work order system, the portals clients send requests through, an app for scoring cleaning and maintenance inspections, and monthly budget-to-actual reports by building. Finalists who have put that report together themselves, not only read it, will get going faster.
Facility management general manager interview questions
Two of the 6 questions we'd ask, and what a strong answer sounds like. Ask every candidate the same questions, and rate each answer on your own before you compare notes.
Situational · Saving an account
A client threatens to cancel after three missed emergency responses. What do you do?
A strong answer: Meets in person, owns it, explains what failed, presents a corrective plan with dates and on-call changes, and follows up until trust is back.
Behavioral · Building a team
Tell me about a time you started a new client account or site with a mostly new crew. How did you get them up to standard fast?
A strong answer: Used site walk-throughs, written scope sheets, a mentor for each new hire, early inspections and quick feedback, and can say how long it took to hit the client's standard.
Each contract sets some of these targets for you. Fill in the rest from last year's results, and review them account by account each month.
Revenue per service hour
Billed revenue divided by paid service hours, building by building, from billing and payroll. Count paid hours rather than scheduled ones, so overtime and call-outs show in the result.
Client Satisfaction Rating
The same questions to each property manager every quarter and before renewal, scored on one scale. Note who answered, since a regional manager and a site manager can rate the same building differently.
SLA Compliance Rate
Work orders that met their contract's response and completion times, divided by all work orders with a service level, using the clock rules agreed with each client. Give each property manager the same report you use inside the company.
Operational Efficiency Ratio
Pick one definition and keep it, such as labor hours used against hours budgeted for each building's scope. Read it beside inspection scores, since hours saved by skipping tasks show up there first.
Career path
Field supervisorChecks maintenance and cleaning work at several client sites.
Operations managerPlans the week's crews and vendor visits for every building.
General managerAnswers for client service levels, budgets and results.
Should our crews take requests straight from tenants?
Only if the contract says so. Many property managers want every request to go through them or their portal, so they can approve costs and keep tenants' expectations in line. Teach porters and technicians to take the details politely, log the request, and tell the tenant who will follow up. The GM agrees on the rule with each client and puts it in the site instructions.
How much does a facility management general manager make?
General and operations managers who work for facilities support companies earned a median of $99,830 a year ($47.99 an hour) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $75,420 and $151,490 a year. Pay also depends on your local market, experience and bonus terms.
Is a CFM credential worth asking for?
It can help. IFMA's Certified Facility Manager credential takes a three-hour exam plus five years of facility management experience, or three with a degree in the field, and it must be renewed every three years. Holders know how in-house facility managers think, which helps with clients. It doesn't prove they can run crews, so weigh it beside their results.
What physical work does a facility management GM do?
Mostly walking buildings: lobbies, restrooms, roofs, parking lots and mechanical rooms, often beside a property manager. Outdoor inspections happen in rain, heat or cold. Sometimes the GM carries a box of supplies or samples up to 25 pounds. In your own posting, describe those tasks rather than how long someone can stand, and tell applicants whom to contact about accommodations.
How does a GM keep a building at rebid time?
Start well before the request for proposals arrives. Close open complaints, show the owner the service level record and inspection scores, and bring ideas that save the client money, such as a better porter schedule or a repair that ends repeat calls. Ask the property manager what the owner will weigh in the rebid, such as price, response times or inspection scores, and answer each one in your proposal.
