Back to jobs
New

Facility Operations Manager

Richmond, VA
WHO WE ARE
Martin is home to over 400 makers, thinkers, problem-solvers, dreamers and believers. People whose jobs are just as interesting as they are. We’re an agency that values the candid, the curious, and the fiery. People who put their hearts first and win because of it. These are the principles we put our confidence in, and how we give our clients and our people — those here and on their way to us — a way to be seen. Invisibility is our nemesis. For our clients and for our people, we make space for all to be valued, to be celebrated, and to exist beyond the noise.
 
WHAT WE BELIEVE
We believe that when you impact culture, you impact sales. It’s that simple. Buzz is our business metric. We’ve created steady buzz for brands like Buffalo Wild Wings, CarMax, DoorDash, GEICO, Old Navy, OREO and UPS, to name a few. And we’ve been doing it a long time. Virginia is for Lovers? It's one of the most recognized taglines in the tourism industry and beyond. We wrote it in 1969.
 
WHY THIS ROLE MATTERS
At our agency, ideas move fast—and the environment must move even faster. As Sr. Manager, Facilities & Guest Experience, you’ll blend luxury‑hotel hospitality with operational precision to create a safe, seamless, and inspiring workplace. You’ll set the stage for award‑winning work and lead a team that treats every detail—from the lighting and scent throughout the halls to the conference tech and quality of hvac systems—as part of the brand. This is not a back-office facilities role—it’s about creating an environment where creativity thrives. You’ll be at the intersection of operations, hospitality, and experience, ensuring our agency’s spaces reflect the same bold energy as the work we deliver. You’ll set the tone for how employees, clients, and guests experience our brand the moment they walk through the door.

Location: Onsite, Monday–Friday (with occasional evenings/weekends for events)
Reports to: COO/COCO
FLSA Status: Exempt

What You’ll Do:

Strategic Facilities & Operations Leadership

  • Build and execute a facility and building operations roadmap aligned to agency goals, covering security, maintenance, space planning, asset management, and operational efficiency.
  • Translate strategy into service standards, SLAs, and playbooks that make the day‑to‑day feel effortless for our teams and clients.

Five‑Star Hospitality & Front‑of‑House Experience

  • Own the end‑to‑end guest journey: arrival, greeting, wayfinding, meeting room readiness, amenities, and departure—at a “concierge level” worthy of a luxury hotel.
  • Establish white‑glove service rituals (daily lobby and floor walk‑throughs, scent/sound/lighting checks, refresh cycles, and immaculate cleanliness).
  • Create hosting protocols for clients and partners, including personalized touches, coordination, and partnerships with our all operations capabilities.
  • Train reception and facilities staff in hospitality etiquette, discretion, and recovery protocols to turn hiccups into “surprise‑and‑delight” moments.
  • Ensure ADA accessibility, inclusive wayfinding, and a welcoming environment for all.

Attention to Detail (The Brand in the Details)

  • Implement rigorous checklists and audit routines (opening, midday, closing) for appearance, functionality, and comfort across all spaces.
  • Maintain meeting‑ready standards: room reset, tech testing, supplies replenish procedures, and aesthetics on‑brand (signage, art, plants).
  • Track corrections and follow‑ups to closure with documented timelines and quality checks.

Team Leadership & Development

  • Lead, coach, and develop a high‑performing team, instilling a service-first mindset and a passion for craft.
  • Build clear roles, coverage schedules, and growth paths; celebrate wins and set high expectations.

Vendor & Partner Management

  • Select and manage vendors across janitorial, security, HVAC, AV, landscaping, and F&B, keeping to grade-A standards and budget targets.
  • Conduct regular business reviews with measurable scorecards and continuous improvement plans.

Security, Safety & Emergency Readiness

  • Oversee a people‑first security posture with comprehensive protocols, drills, and access management that balance safety with hospitality.
  • Ensure compliance with building codes, OSHA, life safety, and all relevant regulations; maintain accurate documentation.

Building Systems & Technology Optimization

  • Drive performance of BMS, CMMS/CAFM, work order systems, visitor management, and conference/AV technology.
  • Use data to improve operational building strategy and efficiency.

Asset & Inventory Management

  • Own a disciplined FF&E and consumables program: accurate inventory, preventive maintenance schedules, lifecycle planning, and sustainable disposal.

Sustainability & Wellness

  • Lead initiatives in energy reduction, waste diversion, responsible sourcing, and indoor environmental quality—linking impact to agency values.

Event & Production Support

  • Partner with Operations to run flawless internal and client events—from client meetings and activations to town halls and all agency events—ensuring safety, flow, and premium employee and guest experience.

Budget & Analytics

  • Build and manage the facilities and operations budget; forecast needs, control costs, and surface insights that guide smart decisions.

What You’ll Bring:

Service & Leadership

  • A hospitality mindset with relentless attention to detail and pride in presentation.
  • Experience coaching teams to deliver consistent, elevated service under deadline pressure.
  • Poise, discretion, and exceptional communication—able to brief executives and mentor frontline staff.

Technical & Operational Fluency

  • Strong grasp of building systems, maintenance best practices, security operations, and event logistics.
  • Hands-on experience with BMS, CMMS/CAFM, visitor management, and conference/AV tools.
  • Data-driven problem solving with a bias for action and continuous improvement.

Background

  • 7+ years in facilities/building operations/maintenance or luxury hotel/corporate hospitality management (agency or creative environment a plus).
  • Preferred: CFM/FMP, BOMI (RPA/SMA), LEED GA, OSHA 30, and CPR/AED certifications (or willingness to obtain).

Work conditions

  • Full-time onsite, Monday–Friday; occasional evenings/weekends for events and emergencies.
  • Periodic lifting/moving of furniture and event setups with proper safety practices.

How we’ll measure success (KPIs)

  • Employee and guest experience audit scores.
  • Compliance (response & resolution times) and preventive maintenance completion.
  • Building system uptime and energy intensity improvements.
  • Incident rate and safety compliance.
  • Budget variance within target; vendor scorecard performance.
  • Event satisfaction scores and post‑event debrief actions.
  • Asset inventory accuracy and lifecycle plan adherence.
  • Progress on sustainability goals (waste diversion, energy reduction, responsible sourcing).

Join us if you love making spaces hum, believe hospitality is a creative act, and want to power the work that shapes culture. Here, your standards set the tone for everything people see, feel, and experience the moment they walk through our doors.

We believe in visibility. This is the radical pursuit of our people and keeping them at the center, investing in and building safe, strong community; pouring into holistic wellbeing; and fostering an environment of maximum contribution, so that they can focus only on doing the best work of their lives.
 
HOW WE MAKE SPACE
The Martin Agency is proud to be an equal opportunity employer and values diversity. We are committed to creating a place of belonging — a space where employees do not need to sacrifice who they are to exist and grow in our workplace. The Martin Agency does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, or any other basis prohibited by law.

Should you need accessibility accommodations in submitting your application, please email talentmanagement@martinagency.com

CCPA Policy: https://www.martinagency.com/privacy-policy | https://www.martinagency.com/legal-ca

Create a Job Alert

Interested in building your career at The Martin Agency? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in The Martin Agency’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.