Operations Manager ($99,800.00-$147,800.00) (44032)

Position Summary:

The operations Manager plans, directs and coordinates the maintenance operations of a Community. Responsible for ensuring product quality, financial performance, labor productivity and cost efficiency through site maintenance operations. Provides career development and training for service team. Ensures preservation and quality of the Community through effective preventive maintenance plans and direction of Service Managers and outside contractors. Promotes a safe and positive working environment for employees consistent with ICAC’s At Our Core values.

Job Duties:

• Recruit, interview and hire maintenance staff positions for the Community. Ensure on-boarding plans are created for new associates joining the Company. Responsible for oversight and approval of time sheet entries in Kronos and related systems, and management of overtime of assigned direct reports. Ensure Service Managers reporting directly to them are supporting and communicating with Community and Corporate leadership in a positive and effective manner. 


• Direct Service Managers through daily, weekly and monthly planning. Set clear vision and direction for the team, hold periodic 1:1 meetings with direct reports, and participate in daily huddles as scheduled. 


• Plan for role succession, mentor staff and ensure employees are being prepared for future promotion and career growth. Gain general knowledge of the strengths, weaknesses, development needs, and advancement potential of the Service Managers and Assistants in their charge. Meet quarterly with individual direct reports to assess status of Key Results and Expectations, identify learning opportunities and coach for career development. 


• Ensure all safety training is initiated and delivered to the maintenance team. Assume the leadership role in arranging and organizing technical and management training for the maintenance associates within their respective portfolio. 


• Work in collaboration with the community management to create the business plan and CapEx/NRO budget annually, achieve goals and drive operating performance at the Community. Work in partnership with Community Management to ensure the service team is meeting our Company’s service standards. 


• Responsible for the achievement of financial goals through the administration of the operating maintenance budgets. Actively seek cost saving opportunities for the Community and company through careful review of all expenditures. Responsible for preparation of monthly variance recap of the maintenance operations budget, forecast of expenses, communication of financial status, initiation and implementation of recovery plans when applicable. 


• Responsible for creating and implementing a maintenance strategy that facilitates positive performance and production from the team. Direct and coordinate the maintenance of the community to preserve ICAC standards. Implement efficient methods and schedules that allow for proper preventive maintenance of the community. Ensure that Community continues to improve its performance through regular review of processes, performance indicators and financial results. 


• Responsible for ensuring compliance with fire/life safety, health and environmental regulations, and maintaining current permit status as required by authorities having jurisdiction over Community. 


• Responsible for ensuring that existing vendors are performing work safely to ICAC quality standards and specifications, and assists in sourcing new vendors. Bid, negotiate and prepare for all services and projects, and work directly with Reinvestment, Project Management and Landscape Management to schedule and initiate capital projects. Coordinates hazardous material abatement, and completes related paperwork and contract administration duties. 


• Promote positive resident relations and be aware of conditions that could impact our ability to maintain a quality living environment for residents. Responsible for proactive and reactive communication with residents regarding customer service concerns or initiatives. Review NPS, Yelp Reviews and Corrigo reports regularly to identify top concerns, communicate and implement improvement plans through service team. 

Minimum Qualifications / Other Expectations:

• Valid driver’s license; valid vehicle insurance.


• This role requires the regular and frequent operation of a vehicle, as defined in the Company's MVR policy, and is part of the essential duties of this position.


• Ability to communicate clearly and effectively in English, both verbally and in writing.  Multilingual ability a plus.


• Occasional travel required.


• Ability to work evenings, weekends and holidays.


• Regular, consistent and timely attendance is required (non-exempt).