Director of Operations

Make a bigger difference

PURPOSE:
Through ownership and stewardship, we create, maintain and provide quality physical environments that support living, learning and working for people with developmental and mental health diagnoses, in a cost-effective manner, helping to ensure the present and future wellbeing of our clients and workforce.

Under the supervision of the Executive Director Facilities Management, the Associate Director of Operations is responsible for the overall planning, organizing and management of all facilities management issues (buildings and grounds). A person in this role is considered “Essential Personnel” for the agency. Experience should include time worked in service-related industries such as education, hospitality, commercial / residential property, not for profit, healthcare etc.

JOB SUMMARY:
The Director, Operations is responsible for the day-to-day oversight of the agency’s real estate portfolio spread across the five boroughs of New York City. Reporting directly to the Executive Director, Facilities & Capital Projects, this role ensures that property operations run efficiently and safely. You will manage area managers who supervise teams of handymen who handle light maintenance, while engaging with external Mechanical, Electrical, and Plumbing (MEP) contractors and inspecting vendors for more complex work. In addition, this leader will drive accountability through the timely resolution of sysaid tickets, enforce life safety standards through regular vendor reviews, and develop effective performance metrics for all properties and service teams, including porters.

KEY RESPONSIBILITIES:
Operational Management

• Real Estate Portfolio Oversight: Supervise the day-to-day operations for all agency properties across five NYC boroughs, ensuring maintenance issues are addressed promptly and efficiently.
• Ticketing System Management: Monitor and ensure that area managers respond swiftly to open sysaid tickets, maintaining high service levels and property uptime. Work with the Coordinator, Sysaid Tickets to ensure timely acknowledgement of all work tickets by the appropriate staff.

People & Team Management

• Team Leadership: Manage and mentor area managers, who in turn oversee handymen teams executing routine, light maintenance tasks.
• Vendor Coordination: Collaborate with vetted Mechanical, Electrical, and Plumbing contractors and various inspecting vendors to resolve complex maintenance issues beyond the capacity of in-house teams.
• Approved Vendor Work Completion and Invoice Validation: Reviewed completed work and corresponding invoices to verify that all services met the contractual and proposal specifications before authorizing payment. Work with the Director, Facilities Administration to process or deny payment of any work.

Safety & Compliance

• Life Safety Oversight: Work closely with the Director, Facilities Administration to ensure that all life safety vendors—covering elevator systems, fire alarms, and other fire safety systems—adhere to contract standards, including inspections and certifications.
• Regulatory Adherence: Maintain a thorough understanding of relevant local codes and State Regulations and standards to guarantee property safety and regulatory compliance.

Performance & Metrics Development

• Metrics & Reporting: Develop and implement a comprehensive suite of performance metrics to gauge the operational effectiveness of the real estate portfolio, with a particular focus on evaluating the work of property teams and porters.
• Continuous Improvement: Use performance data to identify areas for operational enhancements and implement process improvements to drive efficiency across all properties.

Qualifications:
Essential Experience:

• A minimum of 10 years working as a tradesperson, preferably with experience in mechanical, plumbing, or electrical fields.
• At least 5 years of demonstrable managerial experience overseeing teams or operations.
• Verifiable experience and knowledge with technical building systems.

Industry Knowledge:

• Proven understanding of maintenance operations, vendor management, and systems for tracking work orders (e.g., sysaid or similar platforms).

Preferred Experience:

• Experience in a hybrid role with a mix of field and office responsibilities.
• Familiarity with life safety system requirements and contract management. FDNY licenses such as an F80.
• Ability to develop and analyze performance metrics and apply data-driven insights to operational improvements.
• Prior experience managing large real estate portfolios is highly preferred.

Key Competencies:

• Leadership: Strong managerial skills with the ability to lead diverse teams and foster a culture of accountability and continuous improvement.
• Analytical Thinking: Aptitude for developing performance metrics and using data to drive decision-making.
• Effective Communication: Excellent communication skills with the ability to liaise effectively with internal teams, vendors, and senior leadership.
• Operational Agility: Ability to seamlessly switch between tactical planning and hands-on problem resolution, ensuring property standards are consistently met.
• Safety & Compliance Orientation: Deep understanding of safety regulations and best practices critical for maintaining high standards across a varied real estate portfolio.
• Ability to understand building drawings and Construction Documents.
• Experience with managing varied levels and classifications of facilities staff, including the documentation of performance, time and leave, disciplinary procedures, evaluations, and insuring adherence to Agency policies.

EDUCATIONAL / TRAINING REQUIRED

• Bachelor’s degree in Engineering, Architecture, Facility Management or related technical field and 3 years’ experience, 1 of which must be in a supervisory capacity; OR Associates Degree in a related field, and (5) Years’ technical experience, three (2) of which must be in a supervisory capacity; OR High school Diploma and a seven (7) Years’ verifiable experience in building maintenance, such as heating, ventilation, air conditioning, electrical or plumbing, three (3) of which must be in a supervisory capacity.

EXPERIENCE REQUIRED / LANGUAGE PREFERENCE

• Read, write and communicate fluently and clearly in English
• A valid driver’s license is required for this position.
• Must obtain OSHA 30 within 6 months of employment

COMPUTER SKILLS REQUIRED

• Proficient in Microsoft Office Suite of programs, and ability to quickly learn Building Grounds maintenance /Fiscal software computer programs as required.

VISUAL AND MANUAL DEXIERITY:

• Climbing ladders as required, to evaluate facility equipment, conditions, roofs and ceilings etc.
• Walking, reaching, lifting, pulling, pushing, stooping, crouching, and adequate vision, to accomplish the job requirements.
• A valid driver’s license must be maintained at all times during employment and is a mandatory requirement of the job. Regular local travel is required.

Working Conditions:

• This hybrid role requires the candidate to balance desk-based planning and communication with regular field visits across the 5 boroughs of New York City. Flexibility in managing schedules and a readiness to engage on-site as needed are essential for success in this position.

We are an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable federal, state, or local law.