Program Operations Director
BGIS

BGIS is seeking a Program Operations Director to join the team, Northeast and Southeast, US.

BGIS is a leading provider of integrated real estate management services, including facilities management, project management, energy & sustainability services, strategic workplace consulting, real estate services and capital planning. Its range of solutions, supported by efficient systems, processes and people, enables it to create and optimize places that work for its clients. The team is dedicated to inspiring better business performance and helping clients focus on their core businesses.

KEY DUTIES AND RESPONSIBILITES

Position is performed remotely; however, may require travel/driving to client locations for training, meetings and other in-person events.

The Program Operations Director is accountable for account management and meeting service delivery obligations, meeting all internal and external requirements, driving growth and development of the account while ensuring the achievement of annual budget and client satisfaction. The role is also responsible for contributing to strategic and account management plans and objectives and people leadership. The Program Operations Director leads others positively exemplifying BGIS values.

KEY DUTIES AND RESPONSIBILITES

People Leadership

• Provide direction to key group of team members communicating objectives and expectations to meet business objectives.
• Lead talent searches, selection, hiring, on-boarding, training, team member engagement, development, performance management, and compensation recommendations.
• Manage team member recognition focus with development and implementation of action plans to improve team member survey satisfaction scores.
• Direct daily activities with support and team productivity oversight/management.
• Contribute to the completion of other key initiatives as assigned.

Client Relationship and Account Management

• Develop and maintain effective relationships with senior management level of clients, managing client expectations.
• Engage clients continuously in discussions to anticipate needs, identify, and recommend additional services.
• Recommend additional pull-through services.
• Build and maintain and active pipeline of growth and expansion opportunity for the Client Account(s) assigned them
• Provide input and contribute to the development and execution of strategic multi-year account expansion plans.
• Achieve client satisfaction objectives for the assigned region. Review results and create action plans related to the Likely to Recommend Survey.
• Lead quarterly business reviews with key clients.
• Contribute to contract renewal activities.
• Monitor account governance.
• Adhere to contract specific MSA (Master Service Agreement).
• Meet all service obligations for the assigned region and established metrics/key performance indicators.
• Support the operations team in the development and implementation of action plans to remediate gaps, where applicable, to ensure objectives are met.
• Act as focal point of escalation for issues pertaining to facilities or services.

Portfolio Management and Profitability

• Direct strategic program management and overall program delivery for assigned client programs.
• Determine and drive recommendations and contribute to continuous improvement projects to achieve efficiency gains and cost savings through identifying and implementing best practices, reviewing, refining and/or developing, implementing processes, technologies, and sustainable practices, and leveraging self-perform wherever possible. Implements related enhancements for the assigned region.
• Support and ensure success of operations and maintenance activities for the portfolio of facilities, along with execution of portfolio's programs within the assigned region.
• Oversee the completion and submission of program and capital plans, as required.
• Create and implement short to mid-term plans and provide input into strategic plans.
• Collaborate with relevant stakeholders, client and internal, to optimize facilities and continuously create value for the client.
• Develop and manage the execution of budget including forecasting and variance analysis.
• Project management oversight and execution for on-time, on-budget, and quality delivery of facility management projects.
• Communicate with clients and internal stakeholders to identify project opportunities and priorities, develop, and implement projects.
• Drive innovation
• Achieve growth and profitability targets.

Health, Safety, Environment and Security

• Ensure compliance to all legislated, corporate, and industry-related requirements and guidelines including environmental, health and safety, building standard requirements, and others.
• Manage all work performed for safe delivery.
• Create and maintain all related documents for regulatory compliance.
• Safeguard the client against emergencies and risks by ensuring emergency preparedness, risk management, disaster recovery and business continuity plans are developed and that relevant stakeholders are trained to ensure proper execution.

KNOWLEDGE AND SKILLS

• Bachelor's Degree in Business Administration or related field or equivalent work experience.
• Building Electrical, Mechanical, HVAC or other technical trade experience is very desirable
• Minimum of ten years facility management work experience or related work experience.
• Highly skilled at account management, facility operations, and client relationship management with demonstrated ability in building and managing relationships with client representatives at the senior management level.
• Advanced skills in managing service delivery and business development
• Skilled at achieving budget targets.
• Exceptionally developed communication, influence, persuasion, and negotiation skills.
• High degree of client service orientation and sense of urgency.
• Successful people leader including engagement and development.
• Sustainability mindset that seeks to incorporate sustainable practices within assigned portfolio.
• Expert level knowledge of health and safety requirement with high degree of safety awareness and focus.
• Maintains current knowledge of and highly skilled at implementing facility management services best practices.
• Continuous improvement and quality approach with desire to seeks and incorporate practices and technologies to deliver value to the client.
• Proficient in computer applications including Microsoft Office.

Licenses and/or Professional Accreditation, one or more of the following would be preferred:

• Certified Facility Manager from International Facility Management Association
• Certified Property Manager from Institute of Real Estate Management
• Facility Management Administrator Designation from Building Owners and Managers Institute
• Real Property Administrator Designation from Building Owners and Managers Institute
• Project Management Professional (PMP)

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.
• Ability and willingness to travel.
• Current valid driver's license and ability to provide personal transportation for meetings and job visits away from the office with reimbursement.

Visit us online at https://www.bgis.com/us/careers/ for more information.

Our company culture includes a robust mix of sound business practices and employee initiatives that promote personal and professional development, work/life balance, health and wellness and community involvement.

The Company is an equal opportunity employer. We believe every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. We are committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, ancestry, creed, marital status, sexual orientation, or Veteran or military status, genetic information or any other basis prohibited by local, state or federal law in the relevant jurisdiction. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training.

BGIS is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within BGIS who have always been the source of our strength. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence.

This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind.

BGIS is committed to fair and equitable compensation practices. BGIS has different pay ranges for different work locations within the United States which allows us to pay team members competitively and consistently in different geographic markets. The applicable base pay range will depend on what ultimately is determined to be the candidate's primary work location.

The annual range for this exempt position in the US is $140k-170k.

A candidate's salary offer is determined by various factors including, but not limited to, relevant work experience, knowledge, skills, abilities, education, certifications, licenses, and location.

BGIS offers a comprehensive benefits package including medical, dental, vision, prescription coverage, health savings account, flexible spending account (both healthcare and dependent), 401(k) with a Company match, Paid Time Off, paid company holidays, short term and long-term disability, life insurance, employee assistance program, tuition reimbursement, paid parental leave, gym membership discount and team member referral bonus.

Our dedication to the principle of pay equity is steadfast. We believe in equal pay for work of equal value.

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