Position SummaryThe Director, National Operations is a senior leadership role responsible for the strategic and operational oversight of all building operations and tenant services across Northwest Healthcare Properties REIT's real estate portfolio in Canada and the United States. This position plays a critical role in ensuring that properties are operated to the highest standards of safety, efficiency, and tenant satisfaction.
As a key partner to the Vice President, Real Estate, the Director supports strategic planning and execution across the portfolio and is accountable for the delivery of high-quality facilities management services, budgetary control, and capital project execution.
Key ResponsibilitiesOperational Leadership- Lead the operational management of the portfolio, ensuring efficient, cost-effective, and tenant-focused building performance.
- Oversee implementation and compliance with preventive maintenance programs, life safety systems, and environmental health and safety protocols.
- Monitor and manage all building systems (HVAC, fire protection, security, energy, etc.), ensuring service levels meet or exceed tenant expectations.
Tenant Services and Relationship Management- Provide executive oversight of tenant experience across the North American portfolio, ensuring service delivery aligns with Northwest's reputation as a premier landlord within the healthcare real estate sector.
- Foster and maintain strong, strategic relationships with key tenant representatives and stakeholders, serving as a trusted senior point of contact for operational matters and long-term planning.
- Lead the development and implementation of best-in-class tenant engagement practices that proactively address tenant needs, enhance satisfaction, and support long-term occupancy and retention.
- Collaborate with internal stakeholders to ensure alignment between operational performance, tenant requirements, and Northwest's broader strategic and asset management objectives.
Strategic Planning and Partnership- Work closely with the VP, Real Estate to define and execute strategic plans that align with corporate objectives and the evolving needs of the healthcare real estate portfolio.
- Collaborate with internal partners across property management, facilities management, technical services, and IT to coordinate initiatives and ensure seamless delivery.
- Influence and support the development of business cases for operational changes, capital investments, and real estate transactions.
Financial Management- Lead the preparation, management, and reporting of annual operating expense and capital expenditure (CapEx) budgets.
- Oversee forecasting, cost control, and value optimization initiatives across the operational portfolio.
- Ensure all expenditures and investments are aligned with business strategy and deliver measurable outcomes.
- Provide operational input into design, construction, and refurbishment projects to ensure deliverables meet operational and tenant standards.
Stakeholder and Vendor Management- Manage relationships with key vendors and Integrated Facilities Management (IFM) providers to ensure service quality and cost efficiency.
- Align operational policies and practices with strategic business lines and ensure regional consistency and compliance.
- Represent operational interests in senior-level discussions and contribute to cross-functional planning processes.
Knowledge, Skills and Experience- Minimum 10 years of progressive leadership experience in real estate or facilities operations, ideally within a REIT or institutional property environment.
- Direct experience managing large, complex real estate assets - healthcare real estate experience is strongly preferred.
- Proven ability to lead national teams and manage multiple stakeholders across geographic regions.
- Strong financial acumen with experience managing OpEx and CapEx budgets.
- Demonstrated success in vendor and contract management, particularly with outsourced FM providers.
- Collaborative leadership style with excellent influencing, communication, and strategic thinking skills.
- Proficient in Microsoft 365, and experience with Yardi or comparable property management platforms.
- Willingness and ability to travel approximately 15-20% across North America.
