Director of Operations (CX/PI)

The Company

FirstService Residential provides full-service, professional association management services to more than 6,500 properties and over 1.5 million residential units across 21 U.S. states and three provinces in Canada.

What sets us apart? As North America’s property management leader, we developed many groundbreaking services that have come to define our industry – and set the standards for quality and service excellence for others to follow. Today, we continually refine and enhance the full-service solution and innovative resources we deliver to our clients, building long-term relationships, and providing genuinely helpful service that adds value to their properties and enhances their lifestyles.

Our most valuable assets are our team members, so we support them with industry-leading associate education and training program to build skills and knowledge and support their career goals. These are just some of the ways we achieve our mission of making a difference, every day, for every client, community, and associate we serve

Job Summary

The Director, Operations – Customer Experience and Process Improvement is responsible for identifying and implementing process improvements that will optimize service delivery, enhance customer and associate experience, and ultimately improve client retention. Drives the data collection, analytics, insights, and project management to scope and deliver significant process improvement initiatives.

Essential Duties & Responsibilities

Project Management / Process Improvement

• Drive continuous improvement in how we deliver service to our customers
• Identify, plan, manage and report on process improvement initiatives integrating customer insights, associate insights, technology and operations best practices
• Review existing operational processes to identify and prioritize process improvement initiatives that align with our vision for enhanced customer and associate experience
• Document and drive the adoption of best practices for property management leaders as relationship managers and operators
• Maintain collaborative team relationships with peers and colleagues in order to effectively contribute to the working groups’ achievement of goals and execution of initiatives

Data Analytics

• Design and maintain the system for collecting, consolidating and analyzing key operational data, including but not limited to customer experience data
• Collaborate with business leaders and cross-functional teams to integrate data-driven insights into decisions on processes, technology, and service offerings to improve client and associate usability, satisfaction and loyalty

CX Program

• Fully accountable for the national CX/NPS program, including but not limited to the system, process, user training, analytics, integration of insights into the business plans, and reporting (project and business results)
• Manage vendor relationship with experience management software provider (Qualtrics) and outbound call center vendor (Logit)
• Act as the national contact for all escalated customer experience program and vendor related issues
• Own the maintenance and enhancement of the Qualtrics Experience Management platform functionality, analysis, and reporting

Additional Duties & Responsibilities

• Practice and adhere to FirstService Residential global service standards.
• Conduct business at all times with the highest standards of personal, professional, and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify the supervision of unusual equipment or operating problems and the need for additional material and supplies.
• May participate in any variety of meetings and workgroups 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.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks, and other related duties as assigned.

Supervisory Responsibility

Yes. Manages a national support team of a business analyst(s), system administrator(s), and similar project support resources.

Education & Experience

Master’s degree in Business or related field from an accredited college or university and five years of related experience in customer service and/or operations management; or equivalent combination of education and industry experience. Certifications in NPS, PMP, Process Improvement (Six Sigma, LEAN, etc.) and Change Management models are highly preferred.

Knowledge, Skills & Proficiencies

• Experience driving change in organizations by influencing stakeholder buy-in and managing the change process
• Exceptional project management skills including high-level and detailed planning, tracking and budgeting as well as the ability to hold self and others accountable
• Experience leading Customer Experience/client insight programs and strong working knowledge of customer service principles and practices
• Hands-on experience driving Process Improvement projects utilizing a repeatable, systematic approach
• Excellent leadership, interpersonal and presentation skills
• Keen analytical mind, critical thinking, complex problem solving, judgment, prioritization and decision-making ability
• Excellent verbal and written communication skills and ability to communicate effectively with all staff levels and Board of Directors
• Strong work ethic, self-driven with the ability to produce results in high-pressure situations
• Strong proficiency in Windows and Microsoft Office, including but not limited to Word, Excel, Power Point and Outlook
• Ability to work with sensitive or confidential information.

Disclaimer