Service Center Director

Service Center Director

Balfour Beatty Communities is dedicated to a singular mission: delivering the quality communities people are proud to call home. We believe exceptional living experiences can only be created when we care about our residents, partners, communities, and each other.

The Service Center Director (SCD) leads the Regional Service Center Team for the designated region (East, West, or South), ensuring consistent compliance with all policies and procedures governing work order management. The SCD oversees work order accuracy, data integrity, and timely resolution across the portfolio and works closely with Facilities Management Vice Presidents, Regional Facility Directors, Facility Directors, Work Order Analysts, Business Support, and Operational Assurance to monitor compliance trends, support audits, and implement corrective actions that strengthen internal controls and operational performance.

This is a remote role.

• Oversee daily work order management and compliance performance across the assigned service region, ensuring adherence to established policies, procedures, and internal control requirements.
• Monitor Power
  
  BI dashboards and operational reports to track completion rates, aging and backlog trends, data quality, and compliance indicators; proactively identify risks and drive timely corrective actions.
• Audit work order data within Yardi to verify accuracy and compliance related to labor tracking, material usage, resident approvals, required attachments, and supporting documentation; partner with Operational Assurance to address findings and implement corrective action plans.
• Collaborate with FM VPs, Regional Facility Directors, and Facility Directors to resolve performance gaps, remove process barriers, and reinforce consistent work order standards across sites.
• Provide regular compliance and performance reporting to senior leadership, highlighting trends, systemic risks, audit findings, and improvement opportunities supported by data and actionable insights.
• Provide leadership, direction, and mentorship to Regional Service Center Coordinators across the assigned region, reinforcing accountability, consistency, and high performance across service center operations.
• Ensure alignment and consistency with Service Center Directors across all regions, collaborating on standard practices and performance expectations to drive enterprise‑wide consistency in work order management.
• Ensure consistent execution of work order policies, procedures, and training programs, driving standardization and sustained compliance with operational, internal control, and audit requirements.
• Lead recurring team meetings and structured performance reviews focused on work order trends, data quality, compliance gaps, audit findings, and corrective actions, leveraging dashboards and reporting to support informed, data‑driven decisions.
• Establish, monitor, and continuously refine key performance indicators for service center operations, ensuring measurable outcomes and continuous improvement.
• Develop and deliver targeted training programs for RSCCs, onsite teams, and leadership focused on Work Order Management Policy, Yardi system best practices, and Work Order compliance standards.
• Conduct site visits and regional engagements to validate adherence to work order processes, providing mentorship and coaching.
• Lead roll‑out and implementation of new or updated policies and procedures, ensuring clear communication, effective training, and consistent adoption.
• Conduct routine audits and targeted reviews to verify compliance with established policies, procedures, and internal control requirements.
• Identify non‑compliance trends and systematic control gaps, partnering with Business Support and Operational Assurance to develop and track corrective action plans.
• Prepare and deliver audit and compliance reports to senior leadership, highlighting unauthorized activity and emerging compliance risks.
• Escalate material compliance risks, repeat findings, or significant internal control failures to the appropriate leadership.
• And other duties as assigned.

Sit and stand to do clerical…