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Goodwill Indy Manager, Commercial Services in Indianapolis, Indiana


The GWCS Manager works with the Commercial Services leadership team, other managers, supervisors and staff to execute overall management of designated government contracts to achieve department objectives, policies and strategies as they relate to supporting the annual operating plan. Actively participates in the development of plans and objectives for government contracts, both AbilityOne and State of Indiana. Leads, manages, and directs assigned 3-5 site supervisory level staff. Responsibilities include hiring, training, and developing department staff on Goodwill’s vision, mission, and business goals.

Creates and defines operational expectations with respect to departmental procedures, policies, and standards of work performance. Creates and personally leads a culture of continuous improvement within the service contract team; staying abreast of industry trends and best practices. Continuously focuses on quality, customer relations, and contract compliance. This role demonstrates behaviors consistent with our Mission, Vision and Values, on behalf of Goodwill of Central & Southern Indiana.


  • Works with SourceAmerica in regards to pricing negotiation for all contracts and renewals.

  • Interprets and applies contract requirements to determine and manage customer expectations.

  • Determines external requirements for contracts.

  • Reviews and approves quotes to customers and subcontractor invoicing to ensure compliance with contract requirements.

  • Develops and sustains productive customer relationships through frequent and ongoing communication.

  • Collects and analyzes performance data and adjusts work processes as necessary.

  • Establishes and maintains documentation of required daily activities.

  • Performs Risk/Opportunities analysis and addresses gaps/concerns as required.

  • Manages Compliance activities for GW Commercial Services including:

  • Cleaning Industry Management Standards (CIMS) certification and annual adherence to the standard at all janitorial locations

  • SourceAmerica required reporting such as QER, ERS, SAMS

  • Government Contract reporting such as eSRS, ecmra, CPARS

  • Leads efforts and gap analysis for regulatory reviews and audits

  • Leads the Quality Management System (QMS) efforts for GW Commercial Services.

  • Ensures contract deliverables are up to date and submitted timely

  • Ensures the implementation of the quality control plan at all government sites.

  • Conducts regular meetings with leadership team to monitor and address trends in customer satisfaction surveys, as well as internal and external inspections; creating and following up on Corrective Action Reports (CAR) as needed

  • Conducts annual audit of quality efforts

  • Participates in the Commercial Services Safety Compliance Committee giving leadership to:

  • Monthly safety compliance committee meeting

  • Through the use of DOMO and various reports; track, review and report on Key Performance Indicators (KPI’s).

  • Oversees the financial reports and ensure locations meet required outcomes.

  • Manages a preferred vendor/subcontractor and supply list.

  • Communicates vision, goals and expectations to key stakeholders.

  • Directs and coordinates activities of direct reports to further attainment of goals and objectives.

  • Performs informal and formal performance reviews, offering praise for good performance and providing improvement goals for substandard performance through coaching, counseling and individual continual feedback.Motivates staff to gain and maintain their dedication to meeting individual and departmental objectives.

  • Maintains a general knowledge of benefits for employees to answer general questions.

  • Researches and provides formal training venues for certifications purposes.


  • Bachelor’s degree preferred, preferably in business, management, or related field; master’s degree a plus

  • 5-7 years of progressive leadership experience in an environment that encourages use of continuous improvement programs, an emphasis in CIMS preferred

  • Industry certifications preferred (RBSM, GBAC, IICRC, ISSA)

  • Must have experience managing a service contract(s) or training related to managing contracts, which includes creating and managing a budget

  • Strong relationship-management skills

  • Must demonstrate strong negotiation skills

  • A self-starter who requires minimal direction

  • Ability to handle multiple assignments, projects, and competing priorities

  • Solid communication (oral and written) and comprehension skills

  • Experience in managing multiple sitesorlocations a plus

  • Proficient in a Google Environment and the Internet

  • Results-oriented and driven to achieve goals and effect change through personal, individual staff and team development

  • Ability to see a project through from inception to completion; solid project management skills


Full-time employees may participate in a comprehensive benefits program that includes:

  • Continuing education and leadership development

  • Comprehensive health plan

  • Paid time off (PTO)

  • Life, dental and vision insurance

  • Nationally recognized preventive health and wellness program

  • Section 125 pretax health spending account, dependent care spending account and premiums

To learn more about our Mission and Values, please.

Goodwill of Central and Southern Indiana is an EEO Employer/Vet/Disabled



CategoryCommercial Services

TypeFull Time