Director of Operations

Description Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential. Job Responsibilities The Director of Operations provides leadership and oversight for vertical initiatives that enhance operational performance, strengthen community management services, and ensure alignment with evolving legislative and industry requirements. This role serves as the primary expert for change‑management, acting as the central point of accountability for new initiatives, implementation timelines, communication strategies, and reporting outcomes. Working in close partnership with market leaders and cross‑functional departments, the Director evaluates, tests, and deploys operational improvements that drive efficiency and elevate service delivery. The role also collaborates extensively with Operations leadership across High Rise North to share best practices, execute strategic initiatives, and support scalable, high‑impact operational enhancements. The Director operates under the direction of the President, High Rise North. Strategic Leadership & Change Management Provide market oversight for process improvement initiatives, including operational enhancements, legislative implementation, regional, and national program cascades. Serve as the primary point of contact and organizational gatekeeper for all change‑management activities, ensuring disciplined execution and alignment with regional and enterprise priorities. Own accountability for initiative timelines, implementation plans, communication strategies, and reporting deliverables, including ongoing user acceptance and adoption. Operational Excellence & Efficiency Lead the assessment, vetting, testing, and rollout of operational improvements in partnership with market leaders and internal stakeholders. Identify opportunities to refine or redesign existing programs, procedures, and workflows to enhance efficiency and service quality. Drive continuous improvement across core community management operations through data‑driven analysis and cross‑functional collaboration. Leads compliance within the market with retention programs; NPS, Watchlist, Board Orientation. Cross‑Functional Collaboration Partner with internal departments—including Training, HR, Accounting, Legal, region operations, and Technology—to ensure seamless implementation of operational changes. Act as a senior liaison between community management and support departments, ensuring alignment, transparency, and effective communication. Facilitate knowledge‑sharing and best‑practice adoption across Hi-rise North markets. Regional & Enterprise Engagement Collaborate with Operations leaders on region and national initiatives and create scalable efficiencies. Support enterprise‑level initiatives and programs by participating in committees, governance groups, and project teams as requested, i.e. NPS Ensure regional alignment with corporate standards, programs, and strategic priorities. Collaborates with regional operations and Directions (peers) on best practices, process improvement, and standardization across the region, reducing redundancy. Reporting & Communication Develop and deliver clear, comprehensive reports on initiative progress, operational integration, and service‑level performance. Communicate complex operational changes in a clear, objective, and strategic manner to leadership and cross‑functional partners. Maintain a forward‑looking understanding of industry trends, legislative developments, and emerging best practices. Consistently uphold the values of the organization and provide the highest level of customer service to internal clients. Consistent, motivating, thoughtful leadership style to lead others. Must be able to attend and actively participate in night meetings as required. Occasional attendance at board meetings. Perform any range of special projects, tasks and other related duties as assigned. Champion the use of internal and external programs and software to support all roles. Other duties may be required. Supervisory Responsibilities N/A Education & Experience Bachelor’s degree in Business Administration, Operations Management, or related field; Minimum 5 years of progressive project leadership experience in operations, process improvement, or community management. Strong understanding of HOA/COA governance, operational structures, and industry practices preferred. Knowledge, Skills & Proficiencies Excellent customer service and relationship‑building background/skills (internal and external). Demonstrated success leading cross‑functional initiatives and driving organizational change. Proven ability to influence without direct authority and collaborate across multiple markets. Ability to effectively strategize with the overall vision of the organization in mind. Ability to work under tight deadlines and consistently meet deadlines. Demonstrates effective communication skills consisting of oral, written, and listening. Demonstrates problem‑solving 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, SharePoint, etc. Demonstrates organizational skills and time management abilities while working in a fast‑paced, multitasking environment. 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 identifiers, and; respecting the diversity of our workforce in actions, words, and deeds. Tools & Equipment Used Computer and peripherals, standard and customized software applications and tools, and usual 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. This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit and walk. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 10 lbs. Travel Work involves travel between markets for internal and external meetings and office visits (>25%) or as needed. May include overnight travel. 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. Automated Employment Decision Tool (AEDT) Usage We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job‑related characteristics. 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 View email address on click.appcast.io. 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 View email address on click.appcast.io; we will respond in accordance with Local Law 144, within 30 days. #J-18808-Ljbffr FirstService Residential