Accounting, Analysis Skills, Best Practices, Board Meeting, Budgeting, Business Solutions, Change Management, Communication Skills, Community Development, Community Relations, Community Support, Computer Skills, Customer Relations, Customer Support/Service, Dental Insurance, Diversity, Driver's License, Federal Laws and Regulations, Financial Statements, Flexible Spending Accounts, Genetics, Industry/Trade Analysis, Insurance, Keyboards, Leadership, Legal, Lift/Move 25 Pounds, Manual Dexterity, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft SharePoint, Microsoft Word, Multitasking, Office Equipment, Operational Improvement, Operations Management, Operations Processes, Organizational Skills, People Management, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Process Development, Process Improvement, Progress Reports, Project Planning, Project/Program Management, Property Management, Residential Real Estate, Root Cause Analysis, Service Level Agreement (SLA), Software Administration, State Laws and Regulations, Status Reports, Team Lead/Manager, Team Player, Testing, Thought Leadership, Time Management, Typing, Vision Plan, Willing to Travel, Writing Skills
Description
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, 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, Nevada, and California markets, sharing best practices, executing initiatives and creating efficiencies under the direction of the VP of Operations, West Region.
Compensation: $105K-$110K plus 10% bonus
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:
Leadership & Team Management
- Proficient in understanding community management services and operational specifics. Has an understanding of the Davis-Stirling Common Interest Development Act and California 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 teams 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 CA leaders.
- Changed procedures driven by new legislation.
- Create and implement Service Level Agreements as appropriate.
- Stay abreast 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 implementation of the change. Write communication(s) and detailed strategy information as necessary.
- Occasional attendance at board meetings.
- Other duties may be required.
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 in local and/or national project and/or governance committees when requested.
Education & Experience:
- Minimum five years’ experience in community management and/or project management demonstrate 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.
- 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
- 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.
Tools & Equipment Used:
• Valid Driver’s License and State mandated vehicle insurance.
• 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 accommodation 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.
Hours over and above normal office hours will occur, including evenings and some weekends. Schedule is subject to change based on business needs.
Supervisory Responsibility:
- The Director, Operations role will supervise the California Operations Team.
- Direct reports include members of the California Operations Team. The number of direct reports will be confirmed during the interview process.
Travel:
Local travel within California is required. Occasional regional travel within the West Region may be expected.
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
- Tuition reimbursement
- Legal services
- Free emotional wellbeing and daily life assistance support for all associates
- Domestic partner coverage
- Health savings account
- Flexible spending accounts
About Us:
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.
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, as well as applicable local ordinances.
All offers of employment with FirstService Residential are contingent upon a satisfactory background check. #LI-CT1
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Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com
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Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com
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