Director of Operations

Overview

Description and experience:
Experience being part of a high-performing team with a fulfilling career in property management with First Service Residential.

• The Director of Operations provides leadership and oversight for vertical initiatives that enhance operational performance, strengthen community management services, and ensure alignment with evolving legislative and industry requirements. Acts as the primary expert for change management, owning accountability for new initiatives, implementation timelines, communication strategies, and reporting outcomes.
• Work in close partnership with market leaders and cross-functional departments to evaluate, test, and deploy operational improvements that drive efficiency and elevate service delivery. Collaborate with Operations leadership across Hi-rise North to share best practices, execute strategic initiatives, and support scalable, high-impact operational enhancements. Operates under the direction of the President, High Rise North.
• Lead market oversight for process improvement initiatives, including operational enhancements, legislative implementation, and regional/national program cascades.
• Serve as the primary point of contact and organizational gatekeeper for all change-management activities, ensuring disciplined execution and alignment with regional and enterprise priorities.
• Own accountability for initiative timelines, implementation plans, communication strategies, and reporting deliverables, including ongoing user acceptance and adoption.

• Lead the assessment, vetting, testing, and rollout of operational improvements in partnership with market leaders and internal stakeholders.
• Identify opportunities to refine or redesign existing programs, procedures, and workflows to enhance efficiency and service quality.
• Drive continuous improvement across core community management operations through data-driven analysis and cross-functional collaboration.
• Lead compliance within the market with retention programs; NPS, Watchlist, Board Orientation.

• Partner with internal departments—including Training, HR, Accounting, Legal, region operations, and Technology—to ensure seamless implementation of operational changes.
• Act as a senior liaison between community management and support departments, ensuring alignment, transparency, and effective communication.
• Facilitate knowledge-sharing and best-practice adoption across Hi-rise North markets.

• Collaborate with Operations leaders on region and national initiatives and create scalable efficiencies.
• Support enterprise-level initiatives and programs by participating in committees, governance groups, and project teams as requested (e.g., NPS).
• Ensure regional alignment with corporate standards, programs, and strategic priorities; collaborate with regional operations and peers on best practices, process improvement, and standardization across the region.

• Develop and deliver clear, comprehensive reports on initiative progress, operational integration, and service-level performance.
• Communicate complex operational changes in a clear, objective, and strategic manner to leadership and cross-functional partners.
• Maintain a forward-looking understanding of industry trends, legislative developments, and emerging best practices.
• Uphold organizational values and provide high levels of customer service to internal clients.
• Demonstrate consistent, motivating, thoughtful leadership; attend night meetings and board meetings as required; perform special projects and other duties as assigned.
• Champion the use of internal and external programs and software to support all roles.

• Education:
  
  Bachelor’s degree in Business Administration, Operations Management, or related field.
• Experience:
  
  Minimum 5 years of progressive project leadership in operations, process improvement, or community management; strong understanding of HOA/COA governance and industry practices preferred.

• Excellent customer service and relationship-building skills (internal and external).
• Prove…