Facility Manager

Job description

Facility Manager (Key Account Manager - TATA)

Zolo | Industrial Housing

Own the account. Manage the relationship. Deliver consistent on-ground execution.

Why this role exists

Industrial housing is fundamentally a B2B operations business.

Enterprise clients factories, manufacturing units, and large employers expect:

• Reliability
• Discipline
• Operational consistency
• Zero disruption
• One accountable owner

In large-scale housing operations, even small execution gaps impact client trust immediately.

The biggest operational failures usually happen when:

• No single owner manages the account end-to-end
• Client expectations and operations become misaligned
• Billing and reporting lack accuracy and structure
• On-ground teams operate without direction
• Escalations are handled reactively instead of proactively

Without strong account ownership:

• Client confidence weakens
• Escalations increase
• Operational inconsistency rises
• Billing disputes emerge
• Retention risk increases

This role exists to ensure:

• Every account operates smoothly and predictably
• Clients experience clarity, trust, and operational control
• Operations remain disciplined across all properties
• Billing and reporting remain accurate and timely
• Issues are prevented structurally before escalation

If this role is strong:

• Client relationships become long-term and stable
• Operations remain consistent across properties
• Escalations reduce significantly
• Client retention strengthens
• Enterprise growth becomes scalable

If this role is weak:

• Escalations dominate account management
• Client trust weakens
• Operational chaos increases
• Billing conflicts rise
• Churn risk increases

This role directly controls: Client satisfaction + retention + operational consistency + account stability

Your mandate is clear

• Own enterprise client accounts end-to-end
• Ensure operations consistently meet client expectations
• Lead wardens and on-ground operational teams
• Ensure billing and reporting accuracy
• Build strong execution capability across properties
• Prevent operational and client issues proactively

This is not a coordination role.

This is an account ownership and execution leadership role.

About Coliving and Industrial Housing

Finding dependable accommodation has historically been fragmented and inconsistent.

People settled for compromises because the system offered few trustworthy options.

Zolo reimagined living and hospitality as a connected journey.

Zolo Coliving simplifies urban living.

Z Vacations enables meaningful travel experiences.

Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

Industrial housing operates in:

• High-density environments
• Diverse resident communities
• Continuous occupancy cycles

The model works only when:

• Residents feel comfortable and respected
• Conflicts are minimized proactively
• Engagement remains active and relevant
• Communication between residents and operations stays strong

KAM acts as the bridge between: Client expectations + operational execution

At scale: Client trust becomes the foundation of enterprise growth.

This role directly impacts: Client retention + operational discipline + business scalability

What you will be responsible for

1. Own Client Accounts & Relationships

• Act as the single point of contact for enterprise clients
• Build strong relationships with client stakeholders
• Understand client expectations deeply
• Maintain regular communication and operational updates
• Ensure strong client satisfaction and retention consistently

2. Oversee Operations Across Properties

• Manage wardens and on-ground teams across properties
• Ensure operational discipline in:
• Attendance
• Cleanliness
• Resident handling
• Daily operations
• Conduct regular reviews and operational checks
• Maintain execution consistency across locations

3. Hire, Train & Build Teams

• Hire wardens and support teams based on operational needs
• Train teams on:
• Processes
• Discipline
• Client expectations
• Operational standards
• Build second-line capability proactively
• Act quickly on underperformance and operational gaps

4. Manage Billing & Commercial Discipline

• Ensure accurate billing aligned to contracts and occupancy
• Track occupancy vs invoicing alignment carefully
• Resolve billing discrepancies proactively
• Ensure timely invoicing and commercial coordination
• Support collections and account-level financial discipline

5. Handle Escalations & Issue Resolution

• Manage client escalations directly and professionally
• Ensure fast and structured issue resolution
• Maintain calm and transparent communication
• Identify root causes and prevent issue recurrence
• Protect client trust during high-pressure situations

6. Maintain Reporting & Performance Visibility

• Share structured reports on:
• Occupancy
• Attendance
• Complaints
• Service levels
• Track operational and account-level metrics consistently
• Identify operational gaps proactively
• Drive corrective actions based on performance visibility

What success looks like after 6–12 months

• Strong and trusted client relationships
• Minimal escalations and operational complaints
• Consistent operational discipline across properties
• Accurate and timely billing and reporting
• Stable and well-trained operations teams
• High client satisfaction and retention

Accounts begin to operate: Predictably + Reliably + Smoothly—not reactively.

Who this role is for

You will likely thrive here if:

• You can manage clients and teams simultaneously
• You take ownership of outcomes completely
• You handle escalations calmly and maturely
• You are structured and operationally disciplined
• You can balance relationships with accountability
• You think proactively instead of reactively

Experience we value

6 - 12 years in:

• Account management
• Operations management
• B2B service roles

Experience handling:

• Enterprise clients
• Operations teams
• Escalations and reporting

Exposure to:

• Facility operations
• Housing operations
• Service delivery environments preferred

Industry matters less.

Ownership and execution maturity matter more.

The impact you will have

• Direct impact on client retention and account stability
• Improve operational consistency across properties
• Build stronger and more disciplined on-ground teams
• Strengthen Zolo’s enterprise business presence
• Reduce operational friction and escalations

Why join now

Industrial housing is scaling rapidly with enterprise partnerships.

The next phase of growth will be defined by: Consistency + client trust + scalable operations

This role offers:

• Ownership of enterprise accounts
• Exposure to operations + business + client management
• Strong leadership visibility
• Growth into City and Regional leadership roles