Sr. Director – Operations

Sr. Director – Operations

Requirements

• Minimum 8-10 years’ experience successfully leading high-performing customer service teams and/or managing facilities and/or construction teams for multi-site operators or companies serving the facilities industry
• Bachelor’s Degree in Facilities Management, Corporate Real Estate, Business Administration, or Project Management
• Experience in leasing, construction, engineering and all facets of property operation and building management P&L acumen and experience in managing key aspects of a P&L
• Experience with human resource and performance management processes
• Proven success developing talent
• Ability to interact with employees and client liaisons at all levels including c-level

Responsibilities

• Operate as General Manager of the Business Unit. Lead a facility management team that provided best-in-class Customer Satisfaction and outstanding internal Financial Results. Service Center could involve multiple customers. Requirements include managing key aspects of P&L, IT requirements, staffing, and delivering operational excellence.
• Lead & guide the facility management team as it executes against our operations model and provide regular and consistent performance feedback, coaching, and the use of key performance indicators as a guide for improvement, ensuring exceptional service and resolution for our customers
• Connect with customers and establish effective rapport to understand their needs, expectations, and requirements, thereby achieving customer goals and meeting service-level agreements. Maintain consistent and effective communications with customers, service center team, and senior management in order to prevent escalations.
• Ensure facility management staff implements ongoing contract review programs to constantly assure problems are being solved promptly and in a compliant manner.
• Prepare and deliver consolidated reporting and reviews of all budgets, financial reports (monthly and quarterly), contracts, expenditures and purchase orders related to the facility(s) or complex.
• Develop, prepare and explain the annual facility budget, quarterly forecasts, and business plans.
• Assist in development of capital and operating budgets for the program. This includes contributions towards 1, 3, 5, 7 and 10+ years plan of maintenance, facility improvement and cost reduction initiatives based on asset management data.
• Coordinate the collection, analysis and reporting by the facility management team of statistical data and analysis to provide accurate and current assessment of facility management objectives, work order productivity, cost savings and improvements. Review work order metrics and system to identify service gaps and recurring issues and provide corrective actions.
• Approve all positions and direct the hiring, training and motivational activities of the facility management staff. Responsible for effective and proactive employee relations with all site staff. Conduct and approve all performance evaluations of facility management staff.
• Ensure that facility management staff require all tenants and vendors comply with insurance requirements and coordinate all claims as required.
• Analyze key metrics and performance indicators to identify areas of focus and/or necessary improvements.

Preferred Qualifications

No preferred qualifications provided.