Job Overview:

 

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 and operations training.

 

The Director of Operations will be responsible for evaluating, assessing, testing, and ultimately overseeing the implementation of identified changes and improvements. Additionally, they will initiate changes to existing programs and procedures as appropriate. The Director of Operations will also oversee the training departments by providing guidance and direction.

 

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 Operations West.

 

Compensation: $110-$120K

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

 

Job Responsibilities:

 

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 to every duty.

 

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:
1) 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 -Create training material.
- 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.

 

Skills & Qualifications:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

 

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

Supervisory Experience:

 

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.  

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.

Work is performed in a variety of environmental conditions, with exposure to outdoor temperatures, weather variations, traffic and equipment noise, equipment vibrations, vehicle and/or chemical fumes, chemicals such as cleaning solvents and grease, machinery and their moving parts and dust.  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.

 

This is a full-time position with typical scheduled hours, Monday through Friday, 8:00 a.m. – 5:00 p.m.  May be required to work overtime as needed and approved by supervisor, including occasional evening meetings.  Consistent and regular attendance required.

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.

 

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.

 

Tools & Equipment Used:

General Office Equipment

What We Offer:

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 Verizon discount Tuition reimbursement Legal services Free emotional wellbeing and daily life assistance support for all associates Domestic partner coverage Health savings account Flexible spending account 

About Us:

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

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.

Disclaimer:

 

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

 

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. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.