ROLE SUMMARY

The Director of Cleaning & Hospitality provides strategic and operational management for all maintenance, cleanliness, hospitality, and public realm services delivered under the District Works Union Square Alliance (USqA) contract.

Reporting to the Senior Program Director, this position oversees the daily operations of Maintenance & Hospitality, ensuring that Union Square Alliance District remains clean, safe, and welcoming, and is maintained to the highest standards of operational excellence. The Director leads Program Coordinators, Place Managers, Equipment Operators, Maintenance Technicians, and vendors while ensuring operational excellence, contract compliance, workforce development, fiscal stewardship, and exceptional customer service.

Working collaboratively with Union Square Alliance leadership, District Works Leadership, merchants, property owners, contractors, and community partners, the Director of Cleaning & Hospitality translates strategic objectives into measurable operational outcomes through proactive leadership, continuous improvement, and data-driven decision-making.

More than a desk-only operations leader, this individual practices managing by walking around as a visible leader of District Works, fostering a culture of Radical Hospitality, accountability, innovation, safety, and service excellence across every aspect of the Union Square Alliance program.

ESSENTIAL RESPONSIBILITIES

Operational Management

• Direct and support all maintenance, hospitality, and public realm operations throughout the Union Square Alliance District area.
• Develop operational plans, deployment strategies, and staffing models that maximize efficiency, service quality, and customer satisfaction.
• Ensure all contractual obligations, operational standards, and key performance indicators (KPIs) are consistently achieved.
• Collaborate with the Senior Program Director and fellow Program Directors to establish strategic priorities, operational initiatives, budgets, and workforce planning.
• Provide leadership during special events, emergency operations, severe weather, and other operational incidents requiring immediate response.
• Continuously evaluate operational performance and implement improvements that enhance service delivery and organizational effectiveness.

People Leadership

• Lead, mentor, coach, and develop Program Coordinators, Place Managers, Equipment Operators, Maintenance Technicians, and assigned community personnel.
• Foster a culture of accountability, collaboration, safety, continuous improvement, and Radical Hospitality.
• Partner with Recruitment and People Operations to recruit, onboard, develop, and retain a high-performing workforce.
• Conduct regular coaching sessions, community observations, performance evaluations, and employee development planning.
• Address employee relations concerns promptly while ensuring compliance with District Works policies, labor laws, and, where applicable.

Maintenance & Public Realm Services

Provide leadership, management, and oversight for all maintenance and hospitality services, including:

• Sidewalk and public space cleaning
• Pressure washing
• Graffiti removal
• Litter collection
• Landscape support
• Street furniture maintenance
• Public infrastructure maintenance
• Equipment operations
• Preventative maintenance
• Surface restoration
• Beautification projects
• Special operational initiative

Ensure all vehicles, equipment, tools, materials, and facilities are properly maintained, inventoried, and operated safely and efficiently.

Quality Assurance & Performance

• Conduct routine community inspections and operational audits.
• Monitor service quality, productivity, and employee performance.
• Review operational reports and identify trends requiring corrective action.
• Develop and implement quality assurance standards and continuous improvement initiatives.
• Ensure all work meets District Works quality standards and Union Square Alliance management plan deliverables.

Client & Community Relations

• Serve as the primary operational liaison for maintenance and hospitality services.
• Develop and maintain productive relationships with Union Square Alliance representatives, City departments, merchants, property owners, contractors, and community organizations.
• Respond professionally to operational concerns, service requests, and community inquiries.
• Represent District Works during client meetings, inspections, public events, and stakeholder engagements.

Financial & Resource Management

• Assist in developing and managing departmental budgets.
• Monitor labor utilization, overtime, fleet operations, equipment, supplies, and operating expenses.
• Ensure responsible stewardship of company assets and operational resources.
• Identify opportunities to improve efficiency while maintaining exceptional service quality.

Safety & Compliance

• Promote and maintain a culture where safety is a core organizational value.
• Ensure compliance with OSHA, Cal/OSHA, environmental regulations, District Works policies, and Union Square Alliance contract requirements.
• Conduct safety meetings, incident investigations, and corrective action planning.
• Ensure employees receive required safety training, certifications, and equipment.

Technology & Reporting

• Professional fluency working with Google Workspace, digital software, and hardware. 
• Utilize workforce management systems, scheduling platforms, work order software, and reporting tools to manage daily operations.
• Analyze operational data to improve deployment strategies, staffing efficiency, and service delivery.
• Prepare operational reports, performance dashboards, and executive summaries for District Works leadership and Union Square Alliance.
• Support the implementation of new technologies and operational best practices.

Customer Service & Professionalism

• Provide professional, respectful, and solutions-focused assistance to merchants, stakeholders, visitors, field employees, and members of the public.
• Communicate calmly and effectively during stressful, sensitive, or rapidly changing situations.
• Represent District Works and the Union Square Alliance with professionalism, integrity, and Radical Hospitality.
• Foster a workplace culture grounded in accountability, teamwork, inclusion, safety, and exceptional customer service.

REQUIRED QUALIFICATIONS

• Bachelor's degree in Business Administration, Public Administration, Facilities Management, Hospitality Management, Operations Management, or a related field preferred. Equivalent professional experience may be substituted.
• Minimum three (3) years of progressive leadership experience in maintenance, facilities management, public works, hospitality, environmental services, municipal operations, or comparable field operations.
• Minimum three (3) years managing supervisors, managers, or multiple operational teams.
• Demonstrated experience managing operational budgets, staffing, scheduling, resource allocation, and performance metrics.
• Strong leadership, organizational, coaching, and conflict-resolution skills.
• Excellent written and verbal communication skills with the ability to build collaborative relationships across diverse stakeholder groups.
• Proficiency with Google Workspace, workforce management software, scheduling platforms, and operational reporting systems.
• Valid California Driver's License with a clean, insurable driving record required. Class B CDL preferred. Candidates operating company vehicles must meet District Works' commercial fleet insurance eligibility requirements, including being at least 25 years of age.

PREFERRED QUALIFICATIONS

• Experience working within Business Improvement Districts (BIDs), Community Benefit Districts (CBDs), downtown management organizations, or municipal service programs.
• Experience supporting urban maintenance, public infrastructure, transportation, or hospitality operations.
• OSHA 30 certification or equivalent safety training.
• Experience managing multi-site operations and contract-based service delivery.
• Bilingual or multilingual communication skills are highly desirable.

COMPENSATION AND BENEFITS

• Annual salary: $95,000–$104,000, commensurate with experience.
• Performance-based bonus eligibility.
• Medical, dental, vision, and mental wellness benefits.
• 401(k) retirement plan with employer matching contribution.
• Paid vacation, holidays, and sick leave.
• Professional development and leadership training opportunities.

HOW TO APPLY

To be considered, candidates must submit a complete application through the District Works online career portal. The application must include:

• Current Resume: Include your most recent employment history with accurate months and years. Employment gaps of more than 6 months should be explained in the cover letter.
• Tailored Cover Letter: Explain why you are interested in the Director of Maintenance & Hospitality position and how your experience, technical skills, customer-service abilities, and attention to detail prepare you for the role.
• Complete Online Application: Provide information for at least your three most recent employers, including accurate employment dates and available supervisor, telephone, email, or company website information for employment verification.

Incomplete applications may not be considered. Candidates selected to move forward may be required to complete a skills assessment and participate in video and in-person interviews.