Director, Operations, Resident Care - West Hub

Responsible for driving and supporting strategic and operational initiatives for the company. The ideal candidate is known for outstanding integrity, intellectual and visionary thinking, judgment, and leadership skills. Works effectively with senior leadership to bring initiatives from idea formation to tangible results, including continuous improvement, process efficiencies, and SOPs for systems, technology, and tools. Collaborates with Resident Care, Regional Strategy & Planning Teams, Program Management Office, and Operational Excellence teams, as well as Dania Corporate Offices in project planning and delivery.

Manages and oversees corporate back-office administrative operations including Community Support Services (CSS), Resident Support Services (RSS), Connect teams, HODA, and other administrative functions (auxiliary services) as assigned.

Responsibilities

• 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.
• Partner 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.
• Lead and work 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.
• Lead and support teams in multiple geographies and time zones 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, 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.
• Conduct business with the highest standards of personal, professional, and ethical conduct.
• Perform or assist with any operations required to maintain workflow and meet schedules. May participate in meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain knowledge of new developments, requirements, policies, and regulatory guidelines.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks, and other related duties as assigned.

Requirements

• 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.
• 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.
• Exhibit professionalism, professional attire, and demeanor at all times.
• Demonstrates effective communication skills consisting of oral, written, and listening.
• Community Management operational experience required.
• 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.
• 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.
• Valid California Driver's License and State-mandated vehicle insurance required.
• Preferred experience using Zendesk and Power BI.

Skills

• Ability to build and maintain positive working relationships.
• Strong communication skills, written and verbal.
• Well-developed interpersonal skills and collaborative attitude.
• Excellent organizational abilities.
• Effective problem-solver; quick-study who can rapidly and easily assimilate new information.
• Demonstrates an entrepreneurial mindset.
• Highly technically-savvy. Demonstrated expertise in web-based technology and communication tools.
• Show success in budgeting, financial management, team development, and performance management.
• Demonstrate ability to solve problems and make strategic decisions; ability to be creative, flexible, and adaptable to new situations and assignments.
• Be a visionary leader and able to motivate a team to deliver on performance and financial goals.
• Interact with executive management and boards.

Supervisory Experience

• 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.

Physical Requirements & Working Environment

• Sitting at desk; use of keyboard; movement within Corporate Office.
• Ability to sit or stand for extended periods of time.
• Ability to lift, push, and pull at least 50 lbs and up to 100 lbs.
• Able to use a variety of hand tools requiring upper body forces of 40 lbs.
• Reach with hands and arms. Handle and grasp objects and equipment.
• Repeat various motions with the wrist, hands, and fingers.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

Tools & Equipment Used

• Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

Travel

Will travel within the West Region up to a couple of times per month initially and as needed. Must be able to travel to regional offices and/or sited communities throughout the State.

Pay

$120K-$130K plus 10% bonus.

Benefits

• Medical, dental, and vision plans (full-time and part-time 30+ hours).
• Part-time 20+ hours qualify for dental and vision.
• 401K match.
• Time off including vacation, sick, and company-paid holidays.
• Pet insurance available.
• Tuition reimbursement.
• Legal services.
• Free emotional wellbeing and daily life assistance support for all associates.
• Domestic partner coverage.
• Health savings account.
• Flexible spending account.