Job descriptionTitle : Director of Operations
Number of Positions : 1
Location : Surrey
Position Status : Full Time
Salary Range : $115,000 to $140,000
How to Apply:
Internal Candidates : Apply Here
External : Please apply using the following link: https://swimrecruiting.com/apply/?job_id=14110
SCOPE AND PURPOSE As a key member of the Executive Management team, the Director of Operations reports directly to the Chief Financial Officer (solid‑line reporting) and maintains a dotted‑line reporting relationship to the Chief Operating Officer to support alignment with organizational operations and service delivery priorities.
The Director of Operations provides organization‑wide leadership to support the effective delivery of services across all Phoenix Society sites and programs. The role ensures the organization has the operational infrastructure, systems, and supports required to meet strategic, regulatory, and service delivery objectives.
The Director oversees facilities and asset management, food services, capital planning, procurement, contracts and leases, risk management, business continuity planning, emergency preparedness, and key operational projects. Working closely with the Executive Team and community partners, the Director of Operations supports operational excellence, organizational sustainability, and alignment with the mission and values of the Phoenix Society.
REPORTING RELATIONSHIPS The Director of Operations reports directly to the CFO and has responsibility for hiring, mentoring, evaluating performance, and disciplining the following reports:
Operations Manager
Manager of Food Services Contractors
Communications Coordinator
KEY DUTIES AND RESPONSIBILITIES
Collaborates in the accreditation process, supports organizational readiness, and leads the implementation of accreditation recommendations and required standards across operations.
Contributes to organizational strategic planning in partnership with the Executive Team and leads the operational execution of approved strategic priorities, ensuring alignment across all sites and programs.
Participates, as appropriate, in community and sector initiatives to support partnership development and alignment with organizational priorities.
Facilities and Asset Management
Provides organization‑wide leadership for facilities and asset management across all sites, ensuring buildings, residences, and grounds are safe, well‑maintained, and operated to required standards.
Oversees preventative maintenance, repairs, renovations, and capital replacement planning to maximize the lifecycle of buildings and major equipment.
Manages procurement and administration of facilities‑related contracts, service agreements, and lease arrangements.
Oversees lease management and tenant compliance.
Oversees strata relationships and obligations, including coordination with strata councils, compliance with strata requirements, and management of strata‑related issues.
Ensures consistent quality, accountability, and operational standards across all facilities, including cleanliness, safety, and regulatory compliance.
Works collaboratively with the CFO to develop, maintain, and annually update the capital plan, including cost estimates and future building improvement initiatives.
Works with the Operations Manager to ensure approved capital initiatives are implemented as planned.
Food Services
Oversees food services operations across residential and program sites to ensure quality, safety, nutritional standards, and compliance with organizational and regulatory requirements.
Ensures food services are responsive to resident needs and aligned with operational standards and budgetary requirements.
Oversees procurement and contract management related to food services and supplies.
Project Management
Leads the planning, coordination, and delivery of construction, renovation, and facilities‑related projects.
Leads organization‑wide strategy execution coordination as required.
Develops project plans, timelines, budgets, and resource allocations, ensuring alignment with organizational priorities.
Oversees key stakeholders and contractors to ensure projects are delivered on time and within budget.
Identifies and mitigates project risks, resolves issues, and provides regular progress reporting to the Executive Team.
Ensures coordination of inspections and services to minimize disruption to residents, staff, and core operations.
Across Organizational Operations
Supports the coordination of organizational internal and external events. The Communications Coordinator reports to the Director of Operations for event planning and coordination functions, and works directly with the CEO on external communications and public messaging requirements.
Leads information technology (IT) projects, contract management and system analysis in collaboration with members of the executive team.
Supports the development and maintenance of the organizational risk management registry in collaboration with the CFO.
Leads the development, maintenance, and testing of the Business Continuity Plan (BCP), including facilitating exercises with Executive and Management teams.
Oversees disaster and emergency response coordination and systems ensuring alignment with regulatory requirements.
Supports accreditation and quality assurance activities, including CARF requirements, and OH&S.
Leads the development and maintenance of systems to capture, organize, and share organizational information.
Human Resource Management
Provides positive, inclusive leadership to staff, practicum students, and volunteers, fostering a collaborative, respectful, and professional work environment.
Oversees and evaluates recruitment and staffing strategies to ensure operational capacity across sites and programs.
Leads performance planning and review processes for direct reports, supporting accountability, growth, and alignment with organizational goals.
Identifies learning and development needs for staff and supports the planning and delivery of organization‑wide training and professional development initiatives.
Organizes and facilitates staff meetings to support effective communication, collaboration, and developmental supervision.
Leadership
Models and reinforces the values of the Phoenix Society, providing leadership that supports engaged and accountable teams.
Effectively leverages the skills, expertise, and interests of staff, clearly defining responsibilities and providing appropriate authority to achieve results.
Provides leadership and guidance to management and staff, ensuring clear communication of decisions, priorities, and emerging challenges.
Fosters a respectful, inclusive, and psychologically safe work environment that supports staff wellbeing, safety, and professional growth.
Provides technical, operational, financial, personnel, and governance recommendations that add value to organizational decision‑making.
Keeps the COO and CFO informed of significant operational developments, risks, and trends.
Promotes open, interactive communication that supports collaboration, partnership, and the advancement of the Society’s mission, vision, and objectives.
Other Duties
Performs other related duties as assigned to support organizational priorities.
Qualifications
Master’s degree and professional designation in a relevant discipline, or equivalent mix of education and experience in a related field.
Education and experience in a related field.
Minimum of 8 to 10 years recent, related experience in progressively more complex and senior management leadership roles in a large, multi‑site organization, including significant experience with design, construction and maintenance of facilities projects and operations, preferably in a community setting.
Project Management Professional (PMP) certification with a strong understanding of formal project management methodologies.
Proven experience in project management and operations, demonstrated ability to manage diverse teams.
Experience overseeing construction projects with a demonstrated ability to lead projects of various sizes and see them through to completion.
Understanding of Enterprise Resource Planning (ERP) implementation, budget management experience.
Personal Attributes
Strong interpersonal skills, ability to communicate and manage well at all levels of the organization. Proactive, with strong problem‑solving, analytical, and creative skills, and ability to exercise sound judgment and make decisions based on accurate and timely analyses.
High level of integrity and dependability with a strong sense of urgency and results‑orientation. Skills in examining, developing, and recommending applicable policies and procedures.
Demonstrated commitment to the organization’s mission is essential.
Skills & Abilities Communication Fluent in professional written and verbal communication; able to clearly convey information to staff, leadership, contractors, and external partners. Ability to translate complex operational issues into clear, actionable guidance.
Diversity & Inclusion Ability to work respectfully with diverse populations and promote an inclusive, culturally responsive environment. Additional language skills that reflect community diversity are an asset.
Operational & Project Management Skills Extensive experience leading multi‑site operations, facilities, and capital projects. Strong ability to manage competing priorities, coordinate complex initiatives, and ensure high‑quality project outcomes within budget and timelines.
Client‑ and Service‑Centered Approach Committed to supporting high‑quality service environments that prioritize safety, dignity, and positive experiences for residents, staff, and community partners. Able to apply a non‑judgmental, person‑centered approach to operational decision‑making.
Advanced Technical Skills Proficient with Windows, MS Office (Word, Excel, PowerPoint), databases, digital tools, project management software, and ERP systems. Able to analyze systems and lead IT‑related operational improvements.
Team Leadership & Collaboration Experienced in leading and motivating diverse teams, building trust, sharing information, and fostering strong working relationships across departments. Encourages collaboration and supports coordinated planning and execution of organizational initiatives.
Initiative & Problem‑Solving Able to work independently, anticipate operational challenges, and initiate effective problem‑solving processes. Demonstrated ability to respond swiftly and strategically in urgent or emergent situations.
Professionalism Represents the organization with integrity, sound judgment, and a high standard of professional conduct. Models respectful communication and maintains confidentiality.
Feedback & Coaching Able to give and receive feedback constructively. Demonstrated ability to coach, mentor, and support staff development.
Innovation & Adaptability Flexible, creative, and solutions‑focused. Comfortable navigating change and identifying improvements to processes, systems, and service delivery.
Risk Management & Preparedness Strong ability to assess risk, support emergency preparedness, and maintain business continuity systems. Skilled in applying regulatory and safety standards across multiple sites.
Financial & Analytical Skills Competent in operational and capital budget planning, cost analysis, and resource management. Able to make data‑informed decisions that support organizational sustainability.
Presentation & Reporting Effective at preparing and delivering presentations to executive leadership, board committees, and external partners. Able to synthesize complex information into clear reports and recommendations.
WORKING CONDITIONS
Working in a multi‑service organization requires the incumbent to function independently and frequently under pressure while managing multiple leadership and management tasks and functions.
Regular work is conducted during the day from Monday to Friday and some work occurs in evenings and weekends. Overtime hours without additional pay may be required to accomplish the strategic goals and objectives of the Society.
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