Joshua Herald
San Diego
Summary
Accomplished operations manager with a focus on leveraging data analytics to enhance service levels and vendor performance. Proven success in budget management and sustainability initiatives, delivering impactful results that align with organizational goals and improve operational excellence.
Overview
16
16
years of professional experience
Work History
Workplace Services Manager
Google
Cambridge
01.2022 - 02.2026
- Define and support workplace operations, programs, and services at the Google Cambridge, MA and Waterloo, ON campuses.
- Analyzed complex operational data and utilization metrics to drive resourcing optimization, scale service levels, and manage vendor performance KPIs.
- Supported Google's 2030 Carbon Free Energy commitments through Workplace Services Sustainability Cohort standards implementation and reporting.
- Owned operating budget forecasting and management; maintained performance within targeted annual variance.
- Partnered with Real Estate and business leadership on market trends and internal demand signals to guide construction projects, site growth, and long term site strategy.
- Coordinated cross functional teams to streamline service delivery processes.
Account Manager
ABM Industries
Durham
09.2021 - 01.2022
- Oversaw the custodial and facilities services contract at the University of New Hampshire by monitoring compliance with regulatory requirements, including financial obligations.
- Conducted thorough analysis of safety data to implement robust safety protocols and maintain detailed OSHA documentation, resulting in 100% compliance during safety audits.
- Managed client relationships to ensure satisfaction and retention with key stakeholders, including weekly and monthly updates.
- Developed proposals aligned with client needs and company offerings.
Operations Manager
ABM Industries
Durham
05.2020 - 09.2021
- Established operating procedures that lead to over 90% satisfaction score on KPIs consistently from the client.
- Directed daily custodial operations for nearly 50 employees at University of New Hampshire, ensuring effective training aligned with job responsibilities.
- Facilitated communication channels with key stakeholders through regular weekly and monthly updates, achieving consistent stakeholder satisfaction and timely project milestones.
Property Manager
Sonder Inc.
Boston
04.2019 - 03.2020
- Analyzed guest complaint data and developed comprehensive standard operating procedures for the Maintenance Specialist team, which resulted in a 31% reduction in guest complaints (from 13% to 9%) and increased operational efficiency.
- Piloted Sonder's first Safety Training program in Boston to adhere to OSHA standards.
- Established and sustained relationships with landlords and business partners to align on service expectations (i.e construction, repairs, lease end dates, renewals, etc.
- Coordinated maintenance requests and vendor services for timely resolutions.
Site Manager
SBM Management Services
Boston
12.2016 - 05.2018
- Managed end to end workflows and vendor partnerships for a major life sciences client. Executed a $1M financial plan, prioritizing high-impact projects. Drove operational efficiencies while maintaining strict GMP safety compliance and exceeding SLA targets.
- Streamlined business operations while adhering to strict GMP safety regulations, consistently meeting monthly SLAs and fostering compliance with Safe By Choice culture among employees and vendors.
- Performed regular site inspections to assess and prioritize maintenance needs, ensuring optimal operational readiness.
Assistant Integrated Facility Manager
CBRE
Waltham
10.2015 - 12.2016
- Managed comprehensive facility operations for Bank of America, overseeing shipping/receiving, space utilization, and onsite vendor services.
- Partnered closely with the tenant to communicate status updates and project management.
Facilities Coordinator
Sodexo
Boston
06.2010 - 03.2014
- Optimized workflows for a 1.6M sqft. commercial property, consistently exceeding SLA targets and client satisfaction benchmarks.
- Directed preventative maintenance schedules and managed financial invoicing and budget coding to support operational efficiency.
- Managed vendor relationships to ensure timely service delivery and address facility needs effectively.
- Conducted monthly safety training to ensure compliance with regulations and enhance workplace safety.
Education
Google Project Management Certificate -
Coursera
01-2024
Coding Bootcamp Certificate -
University of New Hampshire
Portsmouth, NH01-2018
Bachelor of Business Administration (BBA) -
University of Phoenix
01-2017
Skills
- Project management
- Operational planning
- Resource allocation
- Budgeting and forecasting
- Process improvement
- Change management
- Strategic business planning
- Cross-functional leadership
- Executive and stakeholder communication
- Stakeholder communication
- Data analytics
- SQL
- Office productivity tools
- Workplace technology
- Asana management
- Facility management
- Workplace analytics
- Culture development
Timeline
Workplace Services Manager
Google
01.2022 - 02.2026
Account Manager
ABM Industries
09.2021 - 01.2022
Operations Manager
ABM Industries
05.2020 - 09.2021
Property Manager
Sonder Inc.
04.2019 - 03.2020
Site Manager
SBM Management Services
12.2016 - 05.2018
Assistant Integrated Facility Manager
CBRE
10.2015 - 12.2016
Facilities Coordinator
Sodexo
06.2010 - 03.2014
Google Project Management Certificate -
Coursera
Coding Bootcamp Certificate -
University of New Hampshire
Bachelor of Business Administration (BBA) -
University of Phoenix