Director of Resident Care & Operations Excellence

FirstService Residential; BLOOMINGTON (MN); Hybrid; USD 120,000 - 125,000; Full time

Benefits offered by this job

Comprehensive medical plans

401(k) with company match

Tuition reimbursement

Paid time off & holidays

Job summary

FirstService Residential is seeking a Director of Resident Care to drive strategic initiatives and optimize back-office operations across CSS, RSS, HODA, and related functions. This hybrid role may report to corporate offices in Hoffman Estates, IL or Bloomington, MN, with regular travel to markets and North HQ in Toronto.

You will lead a multi-layer team, oversee KPIs, and implement SOPs and BI tools to improve service delivery.

Qualifications

• Bachelor’s degree in Business, Communications, or another related field.
• 5-7 years’ experience in a Business Management role with a track record of mentoring teams.
• Property/condominium management experience preferred.
• Project management certifications or experience optimizing business processes preferred.

Responsibilities

• Lead and develop a multi-layer team of leads, supervisors, and frontline associates.
• Oversee performance and KPIs with data-driven insights to drive improvement.
• Serve as primary escalation point for operations leaders and cross-functional partners.
• Develop and oversee SOPs; educate on procedures and measure success.

Skills

Leadership

Mentoring

Team development

Communication

Problem solving

Education

Bachelor’s degree in Business, Communications, or related field

Tools

Microsoft Office Suite

Job description

FirstService Residential is seeking a Director of Resident Care to drive strategic initiatives and optimize back-office operations across CSS, RSS, HODA, and related functions. This hybrid role may report to corporate offices in Hoffman Estates, IL or Bloomington, MN, with regular travel to markets and North HQ in Toronto.

You will lead a multi-layer team, oversee KPIs, and implement SOPs and BI tools to improve service delivery.