About the client:
Our client is a well-established and highly respected service organization with many years of industry experience supporting a large and diverse portfolio of properties and facilities across the region. Known for its long-standing client relationships, operational reliability, and commitment to service excellence, the company has built a strong reputation within the property and facilities sector.
They are currently adding a Director of Operations to their team. The new hire will be responsible for overseeing the day-to-day operations while ensuring operational excellence across all service accounts, maintaining high customer satisfaction, supporting field supervisors, and driving accountability throughout the organization.
The ideal candidate is highly organized, responsive, operationally focused, and experienced in managing large-scale facility service operations. This individual must be comfortable balancing fieldwork, customer relations, staff leadership, business development, and problem-solving in a fast-paced environment.
The position will be based in Vancouver, BC and requires daily office presence.
Responsibilities:
Operations Management
- Oversee all daily operations and ensure all client sites are properly staffed, supplied, and serviced to company standards.
- Monitor overall service quality, efficiency, and operational performance across all accounts.
- Coordinate scheduling, staffing adjustments, emergency coverage, and operational priorities.
- Develop and improve operational systems, procedures, and accountability measures.
Team Leadership
- Directly manage and support field supervisors and operational staff.
- Conduct regular meetings with supervisors to review performance, issues, and priorities.
- Hold supervisors accountable for inspections, staffing, training, and quality control.
- Assist with recruiting, onboarding, training, and retention of staff.
- Foster a culture of professionalism, urgency, and customer service.
Client Relations & Customer Service
- Respond promptly and professionally to customer complaints, concerns, and service requests.
- Visit client sites regularly to maintain relationships and ensure service standards are being met.
- Conduct walkthroughs and quality inspections with customers and property managers.
- Resolve operational issues before they escalate.
- Maintain strong communication with clients to support long-term retention and growth.
Business Development & Growth
- Identify opportunities to grow revenue within existing accounts through add-on services and expanded scope opportunities.
- Build and maintain strong relationships with property managers, strata councils, facility managers, and ownership groups.
- Identify operational efficiencies and service improvements that increase company profitability and competitiveness.
- Assist ownership with identifying and pursuing new business opportunities.
- Monitor market trends, competitor activity, and client needs to support strategic growth initiatives.
Financial & Administrative Oversight
- Assist ownership with budgeting, labor management, and operational cost control.
- Review staffing levels and labor efficiency to maintain profitability targets.
- Approve operational purchases and supply usage within budget guidelines.
- Work closely with administration regarding payroll, scheduling, invoicing concerns, and reporting.
Health & Safety
- Ensure all staff follow company safety procedures.
- Support incident investigations and corrective actions when required.
- Maintain compliance with company policies, client requirements, and workplace regulations.
Qualifications:
- Minimum 5 years management experience in building maintenance or facility services.
- Strong leadership and conflict resolution skills.
- Experience managing supervisors and large field teams.
- Excellent customer service and relationship-building abilities.
- Strong organizational and time management skills.
- Business-minded with the ability to identify growth opportunities and operational improvements.
- Ability to prioritize and operate effectively under pressure.
- Proficient with email, scheduling systems, and operational reporting.
- Valid driver’s license and ability to travel between sites regularly.
- Hands-on leader who is comfortable both in the office and in the field.
- Strong sense of urgency and accountability.
- Calm under pressure and solution-oriented.
- Professional communicator with clients and staff.
- Operationally disciplined and detail-oriented.
- Able to build systems, improve processes, and lead by example.
- Growth-oriented mindset with strong relationship-building skills.
Compensation:
- $100,000-120,000 annual base salary.
- Up to $20,000 annual bonus paid quarterly.
- Company vehicle or vehicle allowance.
- Cell phone and technology allowance.
- Extended health benefits.
- Paid time off (amount negotiable).
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