Project and Operations Manager

Job Overview:

The Project and Operations Manager will have oversight and maintenance standards knowledge of all of the Rancho MMC community common areas, amenities and facility use and operations. They will oversee all aspects of facility/amenity annexation/turnover for maintenance processes from the Master Developer and Neighborhood Builders. They will have supervision and performance management of facility staff members assigned. The Project and Operations Manager will manage all Rancho MMC vendor relations and contract bidding in conjunction with the General Manager (GM), Assistant General Manager (AGM) and Director of Land Management (LM) to ensure quality customer service is provided to the client, maintenance of facilities is at a maximum level, and oversight of vendors for quality control and adherence to contracts.

We are looking for an individual that will be an active leader and supporter of the Ranch Mission Viejo community vision and philosophies, and FirstService Residential’s commitment to client, staff and community. The expectation for this individual is to support the General Manager and Assistant General Manager to meet Rancho MMC Board goals and objectives with respect to administrative and asset management. Additionally, to ensure effective and efficient day to day operation of Rancho MMC facilities and operation. This position reports directly to the Assistant General Manager.

Compensation: $85-90k

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

Your Responsibilities:

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.

People Leader:

• Responsible for the direct supervision and leadership of the Facility Team and administering payroll and reviews for performance management.
• Understanding career aspirations of the team and providing them a framework for success that includes direct and supportive feedback through development planning for all direct reports and work with them on delivering the same to their direct reports.
• Ensuring an inclusive and comfortable work environment for all associates.
• Drive the recruitment, hiring, training and supervision of all direct or indirect staff in accordance with FirstService Residential policies.
• Schedule and attend monthly staff touch base and staff function meetings.
• Leads all function in the team environment.

Operational Excellence:

• Manage and oversee the facilities and maintenance for Rancho MMC property located throughout the community of Rancho Mission Viejo.
• Develop, enforce, and regularly evaluate protocols and procedures for team operations including maintenance, construction projects, and service contracts.
• Negotiate, prepare, implement, and administer service contracts, including the preparation of contract standards, RFP and bid review and reports for Rancho MMC.
• Work closely with the Assistant General Manager and General Manager and the Rancho MMC Board of Directors to implement the Rancho MMC Policy Governance Manual which includes the Mission Statement, End Priorities and Management Parameters of Rancho MMC.
• Project management as assigned by GM, AGM and/or Board of Directors.
• Ensure that safety inspection reports are completed monthly.
• Support RanchLife Community Services events by meeting and understanding needs for maintenance and janitorial and supporting event facility needs.
• Have a mechanical understanding of building systems and infrastructure in and around the common area landscape and facilities/amenities to troubleshoot issues that may arise in the daily use and function.
• Ensure application of all necessary safety procedures and legal compliance for the common areas and amenities.
• Communicates with community residents both verbally and in writing to answer questions, respond to issues or concerns, or share information and updates via the community website, email newsletter or printed signs or notices.
• Coordinate and attend as requested designated meetings or functions.
• Review and or prepare all vendor correspondence.
• Collaborate on the DRE (Department of Real Estate) budget preparation process, operational expense management, and capital expenditure recommendations as requested.
• Responsible to ensure walkthroughs of all facilities are completed weekly, and to direct responsible vendors for repairs in accordance with budget guidelines.
• Responsible for planning, scheduling, and implementation of quotes for facility/asset maintenance per reserve study, and other items as deemed necessary.
• Provide input to supervisor for changes in maintenance, repairs, purchases or policies that may benefit the Corporation financially, decrease liability, or enhance homeowner satisfaction.
• Update and keep Facility Maintenance manuals current.
• Responsible for completion of applicable punch list items, and delegating where applicable to staff.
• Conduct and manage all aspects of the facility/amenity annexation processes for new areas that are added to Rancho MMC from the Master Developer and Neighborhood Builders.
• Responsible for establishing the use of Trello under the overall facility management process for all onsite team members.

Skills & Qualifications:

• Must possess exceptional communication skills (verbal and written), particularly in operations and relationship management, as this position requires interfacing with the public, residents, fellow associates, supervisors and executives in an effort to instill confidence in them in the services being provided.
• Perform or assist with any operations as required to maintain workflow and to meet schedules.
• Must possess advanced interpersonal and communication skills, working collaboratively and influencing others by sharing ideas in a constructive and positive manner; able to address problems and issues constructively to find mutually acceptable and practical business solutions; holds self and others accountable by owning issues.
• Creates outstanding customer loyalty with both internal and external customers by delivering on our commitments of being genuinely helpful and providing the highest value of service through honesty, integrity, and authenticity.
• Demonstrate strong organizational, prioritization, multi-tasking and time management skills, working independently, as well as within the team structure.
• Must be able to quickly gather information and make good quality decisions without supervision. Ability to define problems, research, collect data, establish facts, and draw valid conclusions. Must be able to work well under pressure and deadlines, as well as work independently and prioritize time effectively. Must have the ability to make decisions and solve problems creatively.
• Attracts and retains diverse, high caliber talent, while developing an engaged team to build the capabilities required for the organization to perform at high levels.
• Fosters change and improve the business by simplifying challenging situations and sometimes contradictory information to effectively solve problems. Challenges commonly held assumptions and originate new solutions with cross-functional partnership.
• Must be able to work occasional weekend and evening hours if needed (Some holidays and Thanksgiving Day morning)
• Is committed to continual learning as evidenced by attendance at industry programs and educational opportunities that enhance interpersonal skills.
• Training will be required in the following areas: Connect, Facility Reservation System, community website, and RanchLife App
• Must have advanced computer skills in use of Microsoft Office Outlook, Word, Excel, and PowerPoint
• Knowledge of Trello is desirable.

Education & Experience:

• Bachelor’s degree preferred.
• Minimum 2 years of hands-on building construction management/oversight experience required.
• Minimum 2 years of supervisory experience in facility management and operations.

Physical Requirements and Working Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to sit and/or stand for extended periods of time.
• Must be able to lift 50 lbs.
• Some heavy lifting, standing, climbing.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to handle pressure and stress related to the job.
• Must work effectively with co-workers, clients, and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; and respecting the diversity of our workforce in actions, words and deeds.
• The work environment characteristics are small office conditions at an onsite facility.
• Occasional evening and weekend meetings/events will be required.
• Consistent and regular attendance required.
• Desired work schedule: Monday – Friday with an occasional Tuesday – Saturday schedule
• Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.