Director of Operations - Resident Care - East Hub

FirstService Residential is simplifying property management. Its hospitality-minded teams serve 9,000 residential communities across the United States and Canada. The organization partners with boards, owners, and developers to enhance the value of every property and the life of every resident.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

The Director, Operations, Resident Care - East Hub (“Directorâ€) is responsible for driving and supporting a wide variety of strategic and operational initiatives for the company. The ideal candidate is known for their outstanding integrity, intellectual and visionary thinking, judgment, and leadership skills. They will bring the proven ability to work effectively with senior leadership within the company.

The candidate will possess the vision and passion to drive initiatives from idea formation through to tangible results in an effective and motivating manner. They will support Project Management and implementation of initiatives, that include continuous improvement / process efficiencies and SOPs for systems, technology and tools. They will collaborate frequently with the Global Resident Care, Regional Strategy & Planning Teams, Program Management Office and Operational excellence teams and Dania Corporate Offices in project planning and delivery.

The Director will also be responsible for the management and oversight of corporate back-office administrative operations including Community Support Services (CSS), Resident Support Services (RSS) and Connect teams, HODA and other administrative functions (auxiliary services) as assigned.

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Ensure RSS, CSS, and Connect Team performance, accountable for key performance indicator results, monitoring, and continuous improvement
  
• Provide direct support and oversight to RSS & CSS Team Leaders, conducting ongoing 1:1�s, hands-on coaching, and leadership development.
  
• Develop, implement and oversee processes and procedures to improve operational efficiency among administrative back-office support functions; develop and educate on standard operating procedures (SOPs) and measure success through review and feedback
  
• Provide strategic direction on performance score-carding, dashboarding, and shared services business planning for assigned teams
  
• Drive adoption of business intelligence and analytics tools to create and maintain tracking and reporting of heart of house teams
  
• Partners with Market and Regional leaders to support and monitor service delivery improvements including growth, performance optimization, and expansion opportunities
  
• Project management and execution of key strategic initiatives, inclusive of clear management reports and presentations on specific initiatives throughout the idea to execution process as assigned
  
• Leads and works collaboratively with the Connect team to identify opportunities to promote and leverage the tool for improved communication to clients and residents
  
• Monitor project deliverables and progress through continuous communication with project members and leadership
  
• Responsible for leading and supporting teams in multiple geographies and time zones, and to deliver key performance metrics and SLAs
  
• Serve as the primary point of contact between Market Leadership and core shared services teams, addressing escalated concerns and process improvement recommendations
  
• Assist leadership with evaluation and development of project plans and participate in the planning and formulation of strategic solutions. Coordinate and collaborate with North Region�s Strategy & Planning Office and Dania Corporate Office and Customer Care as needed. Oversee in direct or indirect reporting key administrative functions, including Community Support Services, Front Desk Operations & Reception, Operations Specialist, Residential Support Specialists and other administrative functions (Auxiliary Services) as assigned.
  

• Practice and adhere to FirstService Residential Global Service Standards and participate in company initiatives, including FirstCall
  
• Conduct business at all times with the highest standards of personal, professional and ethical conduct
  
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies
  
• May participate in any variety of meetings and work groups to successfully integrate company platforms and functions
  
• Ensure all safety precautions are followed while performing the work
  
• Follow all policies and Standard Operating Procedures as instructed by Management
  
• Perform any range of special projects, tasks and other related duties as assigned
  

• Provides direct and indirect supervision of CSS, RSS and Connect teams and supervisors in multiple markets as assigned
  
• Set goals for performance and deadlines in ways that comply with the company�s plans and vision
  
• Talent champion, assisting in attracting and retaining talent for Operation and Administrative roles.
  
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
  

• Bachelor�s degree, or a combination of relatable education and experience, and 5-7 years working in a Business Management role that includes managing a team.
  
• Project Management certification is strongly preferred, and/or prior experience leading business process optimization initiatives
  
• Prior experience with community association management, real estate, and/or property Strata/Rental Management license preferred
  
• Strong organizational skills and sense of business operations with a focus on strategy and planning
  
• Proven ability to think outside the box and be an innovative problem solver
  
• Ability to take a deep dive into corporate operations and help establish best practice methods and procedures
  
• Very high proficiency with Microsoft Office Suite (Outlook, MS Excel, PowerPoint, Word) and Office365 strongly preferred
  
• Ability to build and maintain positive working relationships
  
• Strong communication skills, written and verbal
  
• Show success in budgeting, financial management, team development, and performance management
  
• Be a visionary leader and able to motivate a team to deliver on performance and financial goals
  
• Interact with executive management and boards
  

• Travel to regional and market offices on occasion.
  

This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 30 lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As a full-time associate, you will be eligible for full comprehensive benefits, including your choice of multiple medical plans, dental, vision, life insurance, short-term and long-term disability, legal, identity theft, and pet insurance. You will also be eligible for company-paid life insurance and benefits from our employee assistance program. In addition, you will be eligible for paid time off, paid holidays, tuition reimbursement, and a 401(k) with a company match.