Operations Manager

FirstService Residential; Plantation (FL); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health plans

Dental coverage

Vision coverage

401k with company match

Paid holidays

Job summary

FirstService Residential is seeking an Operations Manager to drive execution and performance across the market. You will partner with senior leadership to implement standards, manage reporting, and ensure accountability through follow-through.

This role emphasizes efficiency, scalability, and delivering tangible business results. Responsibilities include leading vertical rollout adoption, developing dashboards, onboarding initiatives, and coordinating market meetings.

Qualifications

• Strong understanding of systems, technology, and operational best practices.
• Excellent organization, leadership, and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Ability to work independently and with cross-functional teams.

Responsibilities

• Translate strategy into actionable execution plans and drive accountability across markets.
• Lead execution and change management for vertical rollouts and standards.
• Develop and review operational reports to identify trends and inform decisions.
• Coordinate onboarding activities, training, and market-level meetings.
• Identify inefficiencies and update Standard Operating Procedures for consistency and scalability.

Job description

Job Overview

The Operations Manager is responsible for driving execution, process discipline, and performance outcomes across the market. This role partners closely with the Vice President and Regional Directors to lead projects, implement operational standards, and ensure accountability through reporting and follow-through. The Operations Manager serves as a strategic execution partner, focused on improving efficiency, scalability, and business results.

Your Responsibilities

• Partner with the Vice President to translate strategy into actionable execution plans, drive accountability for market-level and vertical-specific deliverables, and ensure consistent follow-up on priorities, commitments, and performance gaps.
• Lead execution and change management adoption of vertical rollouts cascaded by the Vice President or Director of Operations, including projects, programs, initiatives, and operational standards, ensuring timelines, field adoption, and desired outcomes are achieved.
• Develop, maintain, and/or review operational reports including but not limited to dashboards, watch lists, win/loss tracking, NPS, contracting, etc., to identify trends, inform decisions, and support accountability.
• Lead new client start-up operations and Delight from Day 1 initiatives, including Day 1 readiness, transition execution, board onboarding, and coordination of onboarding activities for new CAMs and Regional Directors.
• Integrate and support training initiatives within onboarding, including new CAM training and Lunch and Learn initiatives, to ensure associates understand applicable company policies, procedures, systems, deadlines, and operational standards.
• Coordinate, support, and champion market-level meetings and events, including manager meetings, annual award ceremonies, leadership sessions, associate engagement committee and other market initiatives as assigned.
• Identify inefficiencies, evaluate program and process effectiveness, and develop or update Standard Operating Procedures that strengthen consistency, compliance, scalability, service delivery, and operational outcomes.
• Oversee key market-level administrative and operational processes, including Simply Ask, invoice workflows, BU-level tracking, Avid, client revenue and medical billing review, SG&A allocation verification through P&L review with the Vice President, and miscellaneous market inquiries.
• Support budget and cost-control processes for assigned functional areas by monitoring expenses, identifying cost-saving opportunities, and partnering with leadership on vendor or resource needs.
• Will be responsible for additional office administrative tasks.

Vertical and Office Leadership Responsibilities

• Serve as the primary operational leader and business partner for the assigned office or area, providing guidance and direction regarding operational standards, priorities, resource allocation, and business objectives.
• Manage office administrative functions, operational workflows, and business support processes to ensure efficient and consistent operations across the assigned area.
• Evaluate, vendor, resource, and operational support needs within the assigned office or market and provide recommendations or implement solutions.
• Investigate and resolve complex operational, service, client, and business issues impacting the assigned office, market, or geographic area.
• Direct local operational resources, support activities, and initiatives to ensure achievement of business objectives and operational priorities.

Skills & Qualifications

• Strong understanding of systems, technology, operational best practices, and related business processes.
• Excellent organization, leadership, interpersonal, presentation, verbal, and written communication skills.
• Strong analytical, critical thinking, problem-solving, judgment, and decision-making abilities.
• Ability to prioritize work, manage deadlines, maintain follow-up discipline, and work effectively under pressure.
• Ability to work with sensitive or confidential information and maintain a high level of professional discretion.
• Strong proficiency in Microsoft Office, including Word, Excel, PowerPoint, Outlook, and related business systems.
• Ability to document project or client requirements and translate them into clear execution plans.
• Ability to work independently and collaboratively while influencing accountability across cross-functional teams.

Physical Requirements

• This position works under usual office conditions.
• The employee is required to work at a personal computer as well as be on the phone for extended periods of time.
• Must be able to stand, sit, walk and occasionally climb.
• The incumbent must be able to work extended and flexible hours and weekends as needed.
• Physical demands include the ability to lift to 30 lbs.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Schedule

Monday-Friday 8:30am – 5:00pm

What We Offer

As a full-time associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, and Vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with company match. Occasional travel may be required to attend training and other company functions.

Disclaimer

The above information in 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.

Automated Employment Decision Tool (AEDT) Usage:

We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed:

The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations:

Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel [e-mail].

Requesting Information About the AEDT - NYC Local Law 144:

Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at [e-mail]; we will respond in accordance with Local Law 144, within 30 days.