Description Job Overview: This
Director, Strategy and Business Operations-West Region, is a senior leadership role responsible for driving operational excellence and continuous improvement across both the West Region markets for FirstService Residential. This position provides strategic oversight and hands-on leadership for key organizational initiatives, process improvements, legislation implementation, and operational program management across two distinct state markets.
The Director will have responsibility to vet, assess, test, and oversee implementation of identified change and improvements, as well as initiate change to existing programs and procedures as appropriate across both markets. This role requires deep familiarity with the legislative and regulatory frameworks governing community associations in both Nevada (NRS) and California (Davis-Stirling Common Interest Development Act).
The Director will serve as the primary point of contact and "gatekeeper" for all change management across the Nevada and California markets, owning accountability for new initiatives, related timing, and implementation plans. The Director will collaborate with Operations leaders in both markets, sharing best practices, executing initiatives, and creating efficiencies under the direction of the VP of Operations, West Region.
Compensation: $140K-$150K 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.
Leadership & Team Management - Proficient in understanding community management services and operational specifics. Has an understanding of civil code (California), NRS and association governance (Nevada), and comprehension of various management methods and/or structures across both markets 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 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 NV and CA leaders.
- Changed procedures driven by new legislation.
- Create and implement Service Level Agreements as appropriate.
- Stay informed 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 change implementation. Write communication(s) and detailed strategy information as necessary.
- Occasional attendance at board meetings.
- Other duties as 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 on local and/or national project and/or governance committees when requested.
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.
- 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 required.
- 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.
Education & Experience: - Minimum five years' experience in community management and/or project management demonstrating escalating career progression.
- Minimum four-year college degree required.
Supervisory Responsibility: - Direct reports include members of the Nevada and California Operations Teams. The number of direct reports will be confirmed during the interview process.
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.
- 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.
Travel: Regular travel between Nevada and California markets is required. Candidate must be based in or willing to commute between both markets.
Tools & Equipment Used: What We Offer: - Medical, dental, and vision plans (full time and 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 account
