FirstService Residential · 5 hours ago
Director of Operations
Orlando, FL
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expFirstService Residential is a leading property management company seeking a Director of Operations to enhance operational performance and community management services. This role involves overseeing change management initiatives, collaborating with various departments, and driving operational improvements to elevate service delivery.
Property ManagementReal Estate
Responsibilities
Provide market oversight for process improvement initiatives, including operational enhancements, legislative implementation, regional, and 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
Leads 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, i.e. NPS
Ensure regional alignment with corporate standards, programs, and strategic priorities. Collaborates with regional operations and Directions (peers) on best practices, process improvement, and standardization across the region, reducing redundancy
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
Consistently uphold the values of the organization and provide the highest level of customer service to internal clients
Consistent, motivating, thoughtful leadership style to lead others
Must be able to attend and actively participate in night meetings as required
Occasional attendance at board meetings
Perform any range of special projects, tasks and other related duties as assigned
Champion the use of internal and external programs and software to support all roles
Other duties may be required
Qualification
Required
Bachelor's degree in Business Administration, Operations Management, or related field
Minimum 5 years of progressive project leadership experience in operations, process improvement, or community management
Excellent customer service and relationship-building background/skills (internal and external)
Demonstrated success leading cross‑functional initiatives and driving organizational change
Proven ability to influence without direct authority and collaborate across multiple markets
Ability to effectively strategize with the overall vision of the organization in mind
Ability to work under tight deadlines and consistently meet deadlines
Demonstrates effective communication skills consisting of oral, written, and listening
Demonstrates problem-solving 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, SharePoint, etc
Demonstrates organizational skills and time management abilities while working in a fast-paced, multitasking environment
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 identifiers, and; respecting the diversity of our workforce in actions, words, and deeds
Preferred
Strong understanding of HOA/COA governance, operational structures, and industry practices preferred
Company
FirstService Residential
FirstService Residential is a real estate company that provides property management services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
A
Amy Sanchez
President, Central & North Florida Markets
Katie Halfhill
Director of Business Development
Recent News
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