Director, Resident Care

FirstService Residential; Hoffman Estates (IL); Hybrid; USD 120,000 - 125,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) with company match

Paid time off & holidays

Job summary

FirstService Residential is seeking a Director of Resident Care to lead a multi-layer team, improve administrative operations, and drive strategic initiatives across CSS, RSS, HODA, and related functions. The role requires travel to markets and corporate headquarters, with hybrid work from Hoffman Estates, IL or Bloomington, MN.

The position emphasizes leadership, process optimization, and data-driven decision making to enhance service delivery in residential communities.

Qualifications

• Bachelor’s degree in Business, Communications, or related field.
• 5–7 years in a Business Management role with mentoring experience.
• Property/condo management experience preferred.
• PM certifications or process-optimization background preferred.
• Ability to handle confidential information with discretion.

Responsibilities

• Lead and develop a multi-layer team ensuring performance and engagement.
• Oversee KPIs and drive continuous improvement in admin functions.
• Act as escalation point for operations and cross-functional partners.
• Develop and educate SOPs; measure success with feedback loops.
• Drive dashboards, analytics, and reporting for shared services.
• Support strategy, planning, and project execution from idea to delivery.
• Collaborate with market leaders and North Region offices as needed.

Skills

Team leadership

Performance management

Data analysis

Project management

SOP development

Microsoft Office

Communication

Education

Bachelor’s degree in Business or related field

Tools

Microsoft Office

Job description

Description

Job Overview:

As a Director of Resident Care, you’ll be responsible for driving and supporting a wide variety of strategic and operational initiatives for the company. You will support Project Management and implementation of initiatives, that include continuous improvement / process efficiencies and SOPs for systems, technology and tools. This role will also be responsible for the management and oversight of corporate back-office administrative operations including Community Support Services (CSS), Resident Support Services (RSS), HODA and other administrative functions (auxiliary services) as assigned.

This hybrid position may report to our corporate offices in either Hoffman Estates, IL or Bloomington, MN. This role requires monthly travel to the respective markets and North headquarters in Toronto, Canada, with additional travel as needed.

Your Responsibilities:

• Lead, coach, and develop a multi layered team of Team Leads, Supervisors, and frontline associates, ensuring strong performance, engagement, and alignment with regional and organizational goals.
• Oversee associate performance and operational KPIs, using data driven insights to identify trends, address performance gaps, and drive continuous improvement across all administrative functions.
• Act as the primary escalation point for Operations Managers, Directors, and cross functional partners, providing timely resolution, strategic guidance, and clear communication on complex issues.
• Develop, implement and oversee processes and procedures to improve operational efficiency among administrative back-office support functions; develop and educate on standard operating procedures (SOPs) and measure success through review and feedback
• Provide strategic direction on performance scorecarding, dashboarding, and shared services business planning for assigned teams
• Drive adoption of business intelligence and analytics tools to create and maintain tracking and reporting of heart of house teams
• Partners with Market and Regional leaders to support and monitor service delivery improvements including growth, performance optimization, and expansion opportunities
• Project management and execution of key strategic initiatives, inclusive of clear management reports and presentations on specific initiatives throughout the idea to execution process as assigned
• Monitor project deliverables and progress through continuous communication with project members and leadership
• Serve as the primary point of contact between Market Leadership and core shared services teams, addressing escalated concerns and process improvement recommendations
• Assist leadership with evaluation and development of project plans and participate in the planning and formulation of strategic solutions. Coordinate and collaborate with North Region’s Strategy & Planning Office, Corporate Office and Customer Care as needed.

Skills & Qualifications:

• Bachelor’s degree in Business, Communications, or another related field; or a combination of relatable education and experience.
• 5-7 years’ experience in a Business Management role with a demonstrated a track record of developing and mentoring team members and acting as a talent champion.
• Property management or condominium management experience strongly preferred.
• Project management certifications or prior experience leading business process optimization initiatives strongly preferred.
• Works effectively with coworkers, clients, customers, and others by sharing ideas in a constructive and positive manner; addresses problems and issues constructively to find mutually acceptable and practical business solutions.
• Must possess a high energy attitude and an ability to multi-task/prioritize different projects at any given time.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to lift and carry or otherwise move up to 50 pounds.

What We Offer:

As a full-time associate, you will be eligible for full comprehensive benefits including your choice of multiple medical plans, dental, vision, life insurance, short-term and long-term disability, legal, identity theft, and pet insurance. You will also be eligible for company-paid life insurance and benefits from our employee assistance program. In addition, you will be eligible for paid time off, paid holidays, tuition reimbursement, and a 401(k) with company match.

Compensation:

$ 120000 - $ 125000 / year

Disclaimer Statement

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

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