Director, Operations Programs & Standards

We are currently looking for a Director, Operations Programs & Standards to join our team

Role summary

Owns the Keel operational standard across the entire site portfolio - the templates, acceptance criteria, KPI definitions, and document governance that every site and every FM operator performs against, beginning with Moses Lake (Grant Node) and extending to Sharon and the PA/Canada pipeline. The FM operator drafts, populates, and executes within contracted scope; this role controls what "acceptable" means and keeps the program standard owned by Keel rather than proprietary to any single operator.

This role is the operations-side counterpart to the Director of Data Center Commissioning & Quality Assurance in the Keel delivery organization: that role owns delivery standards and turnover documentation from the construction side; this role owns the operations VDR standard and the acceptance criteria that turnover and operator program content must meet to enter operations. The two roles meet, as peers, at the standards interface and the transition-to-operations gate.
Key accountabilities

• Own the Ops VDR (vendor data requirements) standard and submittals program portfolio-wide: templates, document control, and acceptance authority over operator-drafted content (MOPs, SOPs, EOPs, site programs). Issue the standard ahead of the first Moses Lake turnover packages so acceptance occurs against Keel templates.
• Define and maintain the KPI framework all sites verify against, including measurement definitions, evidence standards, and the linkage points the FM Commercial function uses for KPI-tied commercial mechanisms.
• Own CMMS and document management governance from the owner side: configuration standards, data ownership, export and audit access, CMMS population acceptance criteria, and cross-site consistency .
• Serve as the operations standards counterpart to the delivery organization: align the Ops VDR standard with the Director of Cx & QA's turnover documentation templates so handover packages land acceptance-ready.
• Provide the program-level remote audit backstop to onsite QA/QC: periodic audits of CMMS data, PM completion trends, and reporting integrity across sites.
• Standardize the operating model across the portfolio as new builds come online; codify the operations transition playbook with the Site Director and delivery organization after Moses Lake.
• Publish periodic operations program and standards performance reporting to Operations leadership.

Explicitly not in scope

Drafting site operating procedures (operator scope, to Keel templates); commissioning standards, test scripts, and construction QA/QC (Director, Data Center Commissioning & Quality Assurance scope); site-level daily governance and tenant interface (Site Director scope); CMMS day-to-day administration (operator scope); FM invoice validation and contract commercial mechanics (FM Commercial function).
Scope demarcation - FM operations provider and Keel delivery organization

Keel Operations governs and accepts; the FM operator executes operations; the Keel delivery organization (Infrastructure, including the Director of Data Center Commissioning & Quality Assurance) executes and attests delivery. The table defines the boundaries so this role duplicates neither. FM operator counterpart titles are indicative pending the staffing exhibit in the executed FM services agreement.

Function

This role (Keel Ops) owns

Counterpart owns

Program documents

Templates, acceptance criteria, and acceptance authority; document control, portfolio-wide

The FM operator drafts and maintains site procedures and program content within contracted scope

Turnover documentation standards

Ops VDR standard and the acceptance criteria turnover content must meet to enter operations

Keel delivery org (Director, Cx & QA) owns delivery-side turnover templates, Cx documentation, and the handover process

KPI framework

Definition, evidence standards, and portfolio consistency

The FM operator measures, self-reports, and remediates against the framework

CMMS governance

Owner-side configuration standards, data ownership, audit/export rights, population acceptance criteria

The FM operator administers the platform and performs all operational data entry

Quality assurance

Operations program-level remote audit; trend analysis across sites

the FM operator corporate/site QA performs the operator's internal quality program; delivery org owns construction-phase QA/QC

Cross-site standards

Single Keel operations standard applied to all operators and sites

The FM operator applies its own corporate playbooks only where they meet or exceed the Keel standard
Qualifications

• 10+ years in critical facilities operations, operations programs, or asset management, with direct ownership of procedure/document governance and CMMS program standards at a portfolio or multi-site level.
• Experience on the owner side of an outsourced FM relationship strongly preferred; must understand the difference between operating a program and governing one.
• Demonstrated experience building program infrastructure - standards, templates, acceptance processes - from the ground up.
• Strong document control, audit, and standards-writing capability; comfortable holding acceptance positions on operator-drafted and delivery-drafted content as a peer to senior delivery leadership.
• Executive-quality written reporting.

Other

• This role works hybrid remote out of Keel HQ in the financial district NYC (3 days per week in office)
• Our compensation package consists of the listed base salary range here, a year end bonus, sign on equity, and participates in our yearly equity grant.

NYC

$185,000-$225,000 USD