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The Operations Director is a leader on the Integrated Facility Management (IFM) team responsible for governing, overseeing and supporting the achievement of strategic business objectives and key performance indicators. The Operations Director will work in a broad range of areas relating to real estate operations with a heavy focus on strategic engagement with our service lines, account team, and clients, ensuring platform and technology delivery and operations across service lines, and fostering technology adoption at the end-user level. The Operations Director will manage overall client- and account-specific technology platforms that enable efficient service delivery, key performance indicator (KPI) development and alignment for tracking and reporting.
Oversee centralized facilities management by providing a seamless interface with field teams supporting client’s real estate through organization, leadership, responsiveness and creativity
◦ Interface with service lines teams on special projects including enhancement opportunities and process improvements
◦ Document facility management processes, provide training and ensure appropriate processes are followed across the global portfolio
◦ Manage, coordinate, and execute Facility Management services, vendor management, small projects, centralized initiatives and associated client relationships
◦ Develop and execute appropriate reporting routines to support platform, region, account, and/or client goals and objectives
◦ Learn & observe team processes in order to identify and develop new dashboards, data access & integrity, documentation, etc. Collaborate with Business Intelligence and Technology teams to maximize effectiveness and efficiency
Translate client business objectives into an information management and business intelligence strategy
Partner with service line leadership teams to define technology and service delivery platform strategy
Drive a culture of continuous improvement and innovation by leveraging business intelligence, developing best practices, innovative programs, new tools, process re-engineering and other ideas that improve service delivery efficiencies, reduce costs, increase productivity and/or reduce risk,
Manage Account’s key performance indicators (KPIs), key business elements (KBEs) and key risk indicators (KRIs).
Risk mitigation and compliance improvement by adopting enhanced safety programs, preventing incidents, proactively identifying, reporting and addressing all project risk issues.
Financial planning including the preparation and management of expense and capital budgets, variances tracked and reported.
Provide governance over the execution of interior and exterior site inspections documenting facility conditions and integrating with service lines to ensure functional, comfortable, compliant, energy efficient and attractive facilities, in accordance with approved operating budgets - including compiling / analyzing associated inspection data.
Perform additional job duties, as requested
Bachelor’s degree or equivalent work experience
5+ years of experience in commercial real estate operations and/or Facilities Management
Understanding of financial impact of building concerns (expense and capital planning)
Exhibits superior interpersonal, communication and client relationship management skills.
Experience using business intelligence, data, reporting & analytics to drive efficiency.
Strategic, results driven, flexible and adaptable with strong analytical skills, comfortable dealing with ambiguity and complex data.
Acute sense of timely delivery, speed to deliver, deadline and timeline orientation to achieve successful and breakthrough outcomes
Possesses a high degree of innovation & problem-solving ability, capable of translating to helping our teams and clients work smarter
Ability to develop training presentations, process documentation/mapping, playbooks etc. related to systems/processes will be required
Supervisory experience including effectively managing/evaluating direct reports, establishing clear expectations and providing constructive feedback.
Experience in root cause analysis including 5 Whys, Fishbone, FMEA or equivalent
Advanced skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access), SharePoint
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