Director, Facility Operations

Responsibilities

• Lead and develop the Facility Operations team, setting priorities, providing coaching and mentorship, and driving a culture of accountability, service excellence, and continuous improvement.
• Own and manage all facilities-related operations, including ticket triage (e.g., Jira), service level agreements (SLAs), issue resolution, workplace services, and employee support.
• Serve as the primary tenant-side owner of building operations, partnering with landlords, property management teams, and service providers to oversee critical building systems including HVAC, electrical, plumbing, life safety, and building access systems.
• Develop, implement, and continuously improve standard operating procedures (SOPs), security protocols, emergency response plans, business continuity procedures, and workplace safety programs to ensure operational readiness and compliance.
• Manage physical security operations, including access control systems, visitor management processes, badging programs, incident response procedures, and coordination with internal and external security partners.
• Partner with the capital planning team to support office construction, maintenance, and renovation projects by providing facilities expertise, operational input, and on-the-ground coordination.
• Oversee facilities logistics for internal events, meetings, and office configurations to ensure seamless execution and exceptional employee experiences.
• Manage vendor relationships, contracts, budgets, and performance metrics across building services, maintenance providers, and other third-party partners, ensuring quality, cost efficiency, and accountability.
• Conduct routine facility inspections and establish preventative maintenance programs and life cycle analysis of equipment to maximize reliability, mitigate risk, and maintain operational excellence.
• Develop and scale processes, systems, reporting, and performance metrics to improve efficiency, enhance workplace experience, and support organizational growth.

Qualifications

• 10+ years of experience in facilities management, workplace operations, corporate real estate, or a related field, including leadership responsibility for large-scale office environments.
• Experience leading and developing facilities, workplace, or operations teams, with a demonstrated ability to drive performance and manage through growth and change.
• Deep understanding of commercial building systems from a tenant/operator perspective, including HVAC, electrical, plumbing, life safety, security, and access control systems.
• Proven experience developing and managing SOPs, workplace security programs, emergency preparedness plans, and operational compliance processes.
• Demonstrated success managing vendors, budgets, contracts, and multiple concurrent projects in a fast-paced environment.
• Experience supporting renovations and construction projects in partnership with cross-functional stakeholders and external partners.
• Strong organizational, analytical, and problem-solving skills with a proactive, solutions-oriented mindset.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively across all levels of the organization.
• Experience with ticketing platforms (e.g., Jira, Harmony, Building Engines, Prism), workplace technology systems, and facilities management tools.
• Ability to balance strategic planning with hands-on execution in a dynamic, high-growth workplace environment.
• Available to work outside core business hours as needed, with flexibility for both domestic and international travel.
• Strong commitment to embracing and leveraging AI tools in day-to-day tasks, ensuring AI-assisted work aligns with the same high-quality standards as personal contributions.