Director of Operations

JOB SUMMARY: The Director, Operations will manage the FirstService Residential, California continuous cycle of change and process improvement by providing leadership and oversight to identified organizational endeavors, including: initiatives, improvements, legislation implementation, existing operational program oversight, etc.

 

The Director, Operations will have responsibility to vet, assess, test and ultimately oversee implementation of identified change and improvements, as well as initiate change to existing programs and procedures, as appropriate.

 

The Director will collaborate with all internal departments with intense focus on improving efficiencies within core community management operation. The Director will serve as the primary point of contact and "gatekeeper" for all change management and is the point of accountability for new initiatives, related timing and implementation plans. The Director will collaborate with Operations leaders in the Arizona and Nevada markets, sharing best practices, executing initiatives and creating efficiencies under the direction of the VP of Operations, West Region.

 

Essential Duties & Responsibilities

 

• Proficient in the understanding of community management services and operational specifics. Has an understanding of civil code and association governance 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 Connect and develop enhanced procedures around these efficiencies
• Develop relationships with community management VPs and RDs across the state and influence without direct supervisory connection
• Proficient in the understanding and utilization of companywide management operational tools, systems and platforms (e.g. Jenark, Connect, Avid).
• 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
• Understand broad organization vision and objectives as well as Blue and White Chips and apply to all initiatives
• 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 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. Effectively delegate or communicate information received when not under the purview of the Operations Department.
• With minimal oversight, analyze, research and deliver written or verbal recommendations to the West Region, VP Operations and/or other CA leaders
• Collaborate with field then develop plans and recommendations and present to EVPs and President
• Participate in planning and vetting of new enterprises and serve one of three roles during implementation:
• lead, 2) actively engage (but not lead), or 3) provide guidance/perspective.
• Under the lead of the West Region, VP Operations, centralized orchestration of:
• Effective transition of new management operation initiatives into daily operation
• Issue escalation and resolution
• Project Plan creation and deployment
• Changed procedures driven by new legislation
• Create and implement Service Level Agreements as appropriate
• Implementation of Innovation projects in collaboration with the Innovation Team
• Coordination of vendors supporting community management operations
• CA market owner of identified proprietary systems, tools and platforms
• Upon project or new initiative approval, serve as primary contact, accountability and interface for implementation. Gather and lead ad-hoc team(s) as necessary. Actively identify challenges and pitfalls and work to avoid and/or solve.
• Partner with other departments (e.g., Training, HR, Accounting, and Legal) as appropriate to ensure effective and efficient change implement. Write communication(s) and detailed strategy information as necessary.
• Create and distribute various service level/operational integration status/progress reports
• Partner with national teams as appropriate. Participate on local and/or national project and/or governance committees when requested.
• Interface with clients as appropriate to remain knowledgeable of service needs.
• Occasional attendance at board meetings.
• Stay abreast of current industry trends and laws.
• Champion the use of internal and external programs and software to support all roles.
• Other duties as may be required.

 

SUPERVISORY RESPONSIBILITY

 

The Director, Operations role will supervise the California Operations Team.

 

Education & Experience

 

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

 

Knowledge, Skills & Proficiencies

 

• 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.
• Must be proficient with computer programs needed for specific position including Microsoft Outlook, Word, Excel, PowerPoint and Access.
• Demonstrates organizational skills and time management abilities while working in a fast-paced, multitasking environment.
• Must be able to attend and actively participate at night meetings as required.
• Must be able to travel to regional offices and/or sited communities throughout the State.
• 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 California Driver's License and State mandated vehicle insurance

 

TOOLS & EQUIPMENT USED

 

General office equipment

 

Physical Requirements / Working Environment

 

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

 

• Must be able to lift 25 lbs.
• Must be able to sit for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors and our clients. Bullet point any specific physical demands such as lifting requirements, standing or sitting, use of keyboard, etc... 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 and some weekends. Schedule is subject to change based on business needs.

 

TRAVEL

 

• Must be able to drive to various locations to complete launching of new association.
• Must be able to travel (fly) if necessary to complete transition of new account.

 

About Us:

 

FirstService Residential is North America's foremost property management firm. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. We have expertise working with complex communities with large budgets and numerous amenities. In addition, we manage commercial associations and mixed-use developments, as well as multi-family and investor-owned rental and REO properties for institutional and private equity clients.

 

We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, apply today or join our community and learn more about FirstService Residential.

 

To learn more about our company and culture, please visit www.fsresidential.com/california

 

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

 

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.