Director of After-Hours Operations (24/7 Housing)

Plymouth-Housing-Group; Seattle (WA); Hybrid; USD 118,000 - 133,000; Full time

Benefits offered by this job

Medical

Dental

Vision

PTO

403(b) options

Employee Assistance Program

ORCA transit pass

Job summary

Plymouth Housing is seeking a Director of After-Hours Operations to lead our portfolio-wide after-hours model across the Greater Seattle area, ensuring safe, reliable, hospitality-centered operations outside standard business hours.

You will supervise the On-Call Manager and Shift Supervisors, coordinate with Safety and Facilities, and develop standardized procedures and training to deliver resident-centered service and continuous improvement.

Qualifications

• Bachelor’s degree in Public Administration, Business or Operations Management required.
• Seven or more years of progressive leadership experience in property operations or related field.
• Three or more years of direct supervisory experience.
• Experience leading operations across multiple sites or shifts.
• Experience developing standardized procedures and escalation systems.
• Experience in supportive housing or housing stability preferred.
• Experience building on-call / after-hours systems preferred.
• Experience coordinating operational responses to incidents.

Responsibilities

• Lead after-hours operating model with escalation and decision-making for incidents outside standard hours.
• Supervise On-Call Manager and Shift Supervisors; set expectations and escalation paths.
• Ensure frontline staff have guidance, staffing, and authority to resolve issues safely.
• Respond remotely or onsite for significant incidents requiring Director-level leadership.
• Coordinate response to serious incidents, including staffing and resident communication.
• Partner with Safety to implement safety, crisis-response, and corrective-action standards.
• Coordinate with Facilities during building-system emergencies and disruptions.
• Develop and maintain standardized after-hours procedures and handoffs.
• Maintain after-hours reference materials and escalation pathways.
• Deliver training with Learning and Development on after-hours operations.
• Lead debriefs and After-Action Reviews for continuous improvement.
• Monitor trends and recommend improvements for consistency and confidence.
• Build partnerships with portfolio teams to ensure follow-up and improvements.
• Promote resident-centered decision-making aligned with Housing First principles.

Skills

Leadership

Communication

Emotional intelligence

Trauma-informed practice

Housing First

Staff coaching

Operational judgment

Systems thinking

Education

Bachelor’s degree in Public Administration or related field

Equivalent combination of education and experience

Job description

Plymouth Housing is seeking a Director of After-Hours Operations to lead our portfolio-wide after-hours model across the Greater Seattle area, ensuring safe, reliable, hospitality-centered operations outside standard business hours.

You will supervise the On-Call Manager and Shift Supervisors, coordinate with Safety and Facilities, and develop standardized procedures and training to deliver resident-centered service and continuous improvement.