Director of Strategy and Business Operations for California and Nevada

About the role

This Director, Strategy and Business Operations-West Region, is a senior leadership role responsible for driving operational excellence and continuous improvement across both the West Region markets for FirstService Residential. This position provides strategic oversight and hands-on leadership for key organizational initiatives, process improvements, legislation implementation, and operational program management across two distinct state markets.

Job Responsibilities

• Leadership & Team Management: Proficient in understanding community management services and operational specifics. Has an understanding of civil code (California), NRS and association governance (Nevada), and comprehension of various management methods and/or structures across both markets and comprehension of various management methods and/or structures. Lead team to consistently uphold the values of the organization and provide the highest level of customer service to internal clients. Lead team to discover new efficiencies within systems and processes and develop enhanced procedures around these efficiencies. Develop relationships with community management VPs and RDs across the state and influence without direct supervisory connection. Understand broad organization vision and objectives as well as Blue and White Chips and apply to all initiatives. Champion the use of internal and external programs and software to support all roles.
• Change Management & Process Improvement: Possesses knowledge of operational and process improvement implementation. Direct experience within FirstService Residential preferred, including an understanding of multiple departments and their functions in order to serve as an interface between community management and support departments. Through thoughtful listening and root cause analysis, actively identify areas of pain or inefficiency within the state and work to improve. Actively work to diminish confusing or inconsistent information throughout the organization and promote self as the “go to” person for questions and suggestions relative to process improvement. With minimal oversight, analyze, research and deliver written or verbal recommendations to the West Region, VP Operations and/or other NV and CA leaders. Changed procedures driven by new legislation. Create and implement Service Level Agreements as appropriate. Stay informed of current industry trends and laws.
• Project & Initiative Management: Proficient in the understanding and utilization of companywide management operational tools, systems and platforms (e.g. CamAcct, Connect, Avid, Smartwebs). Project Plan creation and deployment with a focus on the Communication and Training Plans for each Project. Create and distribute various service level/operational integration status/progress reports. Partner with other departments (e.g., Training, HR, Accounting, and Legal) as appropriate to ensure effective and efficient change implementation. Write communication(s) and detailed strategy information as necessary. Occasional attendance at board meetings.
• Collaboration & Communication: Effectively and objectively communicate with support department leaders keeping the needs of the overall organization at the forefront of the decision-making process when involved in collaborative initiatives. Partner with national teams as appropriate. Participate on local and/or national project and/or governance committees when requested.

Skills & Qualifications

• Excellent customer service and relationship building background/skills (internal and external).
• Ability to effectively strategize with the overall vision of the organization in mind.
• Ability to work under tight deadlines and consistently meet deadlines.
• Understand how to influence and lead when there is no direct supervisory relationship.
• Consistent, motivating, thoughtful leadership style to lead direct reports.
• Demonstrates effective communication skills consisting of oral, written and listening.
• Demonstrates problem surfacing and solving abilities.
• Ability to draft correspondence and respond to inquiries effectively and independently.
• Ability to read and understand financial statements and budgets.
• Must be proficient with computer programs needed for specific positions including Microsoft Outlook, Word, Excel, PowerPoint and SharePoint.
• Proficiency in company-wide operational tools and platforms including CamAcct, Connect, Avid, and Smartwebs is strongly preferred.
• Demonstrates organizational skills and time management abilities while working in a fast-paced, multitasking environment.
• Must be able to attend and actively participate in night meetings as required.
• Must work effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; addressing others by name, title or other respectful identifier, and respecting the diversity of our workforce in actions, words and deeds.
• As it will be necessary to drive to meetings and other locations, position must have a valid Driver’s License and State mandated vehicle insurance.

Education & Experience

• Minimum five years’ experience in community management and/or project management demonstrating escalating career progression.
• Minimum four-year college degree required.