Director, Resident Care & Operations Excellence

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

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.