Senior Manager, Property Operations Transformation

FirstService Residential; Las Vegas (NV); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical plans

Dental coverage

Vision coverage

Time off benefits

401k with company match

Job summary

FirstService Residential is seeking a Senior Manager, Property Operations Transformation to lead the design and validation of a standardized, scalable operating model for diverse communities. You will collaborate with Product, Technology and Data teams to align requirements and drive adoption across markets, reporting to the SVP of Operational Transformation.

You will influence governance, manage cross-functional teams, and guide go-live optimization while prioritizing efficiency and compliance

Qualifications

• Bachelor's degree in business, operations, or related field preferred.
• 7+ years in community association management or property operations.
• 3+ years in senior operational leadership or enterprise transformation.
• Experience with governance, vendor/workflow management and property-management tech.
• Experience in platform implementations, operating-model design and requirements.
• Credentials such as CMCA, AMS or PCAM preferred where applicable.

Responsibilities

• Lead discovery and future-state design across property operations workflows.
• Define enterprise standards, decision rights and operating requirements.
• Serve as senior SME and liaison for the transformation team.
• Own UAT strategy, scenarios, criteria and sign-off recommendations.
• Partner with Training and Change Management for adoption and go-live support.
• Drive continuous improvement and reduce administrative burden post go-live.

Skills

Leadership

Enterprise governance

Vendor/workflow management

Cross-functional collaboration

Operational transformation

Education

Bachelor's degree in business/operations

CMCA/AMS/PCAM credentials

Tools

Enterprise platforms

UAT & adoption

Job description

Description

The Senior Manager, Property Operations Transformation is the functional leader for the Property Operations pillar of the Business Transformation Team. Reporting to the SVP, Operational Transformation, this role leads the design and validation of a standardized, simplified and scalable property operations model across diverse community types and markets. The role brings deep community association management and property operations experience, translates real-world operating requirements into enterprise standards and system requirements, and serves as the principal operational decision partner across Product, Technology, Data, Training and Adoption, Change Management and market leadership.

Job Overview

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

Essential Duties

Enterprise Property Operations Model & Functional Authority

• Lead discovery and future-state design across work order management, violations, architectural modifications, resident communications, inspections, vendor workflows, board and management reporting, and related operating practices.
• Ensure discovery captures vertical-type differences, market constraints, and state or local regulatory considerations that may affect future-state workflows.
• Define enterprise standards, decision rights, process boundaries and operating requirements while preserving only those variations required by law, regulation or materially different service models.
• Serve as the principal Property Operations subject matter expert and senior functional liaison for the transformation team.
• Make or recommend functional decisions within established governance and elevate enterprise tradeoffs to the SVP, Operational Transformation.

Business Requirements, Platform & Data Alignment

• Translate approved operating-model decisions into clear business requirements, functional specifications, process maps and acceptance criteria.
• Partner with Product, Technology and Data teams to align configuration, integrations, data definitions, migration rules, controls and reporting with operational requirements.
• Review functional and technical designs for alignment with approved business requirements and practical property-management needs.
• Identify functional gaps, cross-pillar dependencies, control risks and decisions requiring leadership escalation.

Market Validation, Testing & Adoption

• Lead operational discovery and design-validation sessions with regional, market leaders and experienced subject matter experts.
• Own Property Operations UAT strategy, business scenarios, acceptance criteria and functional sign-off recommendations.
• Define operational content requirements for training, job aids and standard operating procedures.
• Partner with Training and Change Management to prepare operational leaders, establish change champions and support adoption.
• Support go-live and post-go-live optimization by prioritizing functional defects, workflow refinements and opportunities to reduce administrative burden.

Strategic Analysis & Continuous Improvement

• Compare processes and artifacts across community types and markets to identify common standards, meaningful differences and opportunities for simplification.
• Use data, operational evidence and approved AI tools to accelerate analysis, documentation and solution development while validating outputs with subject matter experts.
• Establish a disciplined feedback loop after go-live to assess workflow performance, manager experience, resident impact and opportunities for continuous improvement.

Additional Duties

• Practices and adheres to FirstService Residential Global Service Standards.
• Always conducts business with the highest standards of personal, professional and ethical conduct.
• Performs or assists with any operations required to maintain workflow and to meet schedules.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain a specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Follows all policies and Standard Operating Procedures as instructed by Management.
• Performs any range of special projects, tasks and other related duties as assigned.

Skills & Qualifications

• Bachelor's degree in business, operations, organizational leadership or a related discipline preferred, or an equivalent combination of education and directly relevant experience.
• Seven or more years of progressive community association management or property operations experience preferred, including leadership responsibility across multiple communities, portfolios, markets or community types.
• Three or more years in a senior operational leadership, regional leadership, process-improvement or enterprise-transformation capacity preferred.
• Demonstrated experience with community association governance, board relationships, operational controls, vendor and service workflows, resident-facing processes and property-management technology.
• Experience leading enterprise platform implementations, operating-model design, business requirements, UAT and adoption preferred.
• Industry credentials such as CMCA, AMS or PCAM are preferred where applicable.

Supervisor

Leads cross-functional subject matter experts and workstream contributors through influence. Direct supervisory responsibility may be assigned as the project develops.

What We Offer

As an exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with company match.

Disclaimer

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.

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.