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Service Center Director

7 hours ago

Jacksonville, Florida, United States Balfour Beatty Full time

Who we are

At Balfour Beatty Communities, we are dedicated to a singular mission: delivering the quality communities people are proud to call home. We believe exceptional living experiences can only be created when We Care—about our residents, our partners, our communities and each other. Our culture of caring drives every aspect of our business, guiding us to always do the right thing and build meaningful connections as we fulfill the needs of our residents and partners with sincerity, empathy and creativity.

Our Benefits

  • Discretionary bonuses
  • Medical and Dental Insurance 1st of the month following employment
  • Health, Flexible Spending and Dependent Care Accounts
  • Company paid life insurance
  • 401K plan with employer matching
  • Robust PTO to include, sick, floating holidays, vacation, and personal days
  • 2 Volunteer Days per year
  • Company paid short-term and long- term disability, parental leave.
  • And more

About the role

The Service Center Director (SCD) is responsible for leading the Service Center Team, ensuring compliance with the Work Gatekeeper Framework and Work Order Management Policy. This role provides oversight and enforcement of work order accuracy, data integrity, and timely resolution. The SCD leads Regional Service Center Coordinators (RSCCs) and Senior Regional Service Center Coordinators (SRSCCs) to drive standardization, process efficiency, and compliance across all military housing regions. The position ensures proper training, quality control, and adherence to audit readiness standards while working closely with Regional Vice Presidents FM (RVPs), Regional Facility Directors (RFDs), Regional Operations Directors (RODs), and Business Support. This will be a remote role.

You may be eligible for a $500 net sign on bonus to be paid out in your first paycheck

What you'll be doing

  • Oversee daily open work order performance across the regions.

  • Ensure adherence to the Work Gatekeeper Framework by enforcing proper approval, cancellation, and modification of work orders.

  • Monitor work order dashboards to track completion rates, identify backlog issues, and drive corrective action.
  • Audit work order data in Yardi, ensuring compliance with labor tracking, material usage, resident approvals, and supporting documentation.
  • Work with FM Regional Vice Presidents (RVPs), Regional Facility Directors (RFDs) and Operations Directors (ODs) to drive performance improvements and issue resolution.
  • Provide regular compliance reports to the SVP of Military Housing Facilities Management, identifying risks and trends.
  • Provide leadership and guidance to the Senior Regional Service Center Coordinators (SRSCCs) and Regional Service Center Coordinators (RSCCs).
  • Ensure consistent execution of policies and training programs across all service regions.
  • Lead team meetings to review work order trends, compliance issues, and corrective actions.
  • Establish key performance indicators (KPIs) for service center performance, work order accuracy, and training effectiveness.
  • Develop and deliver training programs for RSCCs, onsite teams, and leadershipon Work Order Management Policy, Yardi system best practices, and Work Gatekeeper Framework compliance.
  • Conduct site visits to ensure work order process adherence, mentorship, and coaching.
  • Roll out new policies and procedural updates, ensuring seamless adoption across regions.
  • Travel to sites to train, mentor, and on-board new RSCC and service center coordinators.
  • Conduct routine audits of work order transactions to ensure compliance with internal controls.

  • Identify non-compliance trends, and work with Business Support and Operational Assurance to develop corrective action plans.

  • Provide audit reports to senior leadership, flagging work order discrepancies, unauthorized cancellations, and systemic compliance risks.

  • And other duties as assigned

Typical Physical Demands: Sit and stand to do clerical work. Regularly lift and move equipment and supplies up to 50 lbs.

Benefits: Discretionary bonus, health/life insurance, retirement plan/401K contributions, paid time off, short-term disability, parental leave

Who we're looking for:

  • High School Diploma or GED required.
  • College Degree preferred
  • CAM, ARM, CAMT preferred
  • Minimum of eight years of administration and management experience

  • Experience in property management, facilities operations, or service coordination

  • Proven ability to lead large teams and process improvement initiatives.

  • Ability to travel up to 65%.
  • Proficiency in Microsoft Outlook, Excel, and Word.
  • Advanced Yardi system knowledge preferred.
  • Strong data entry, documentation and auditing skills with high attention to detail.
  • Excellent communication and leadership abilities to collaborate across multiple levels.

  • Project management, strategic planning, compliance and organizational skills.

  • Work Order Management System Training

  • Work Gatekeeper Framework Compliance Training

  • Advanced Work Order Data Analytics & Reporting

  • Data Analytics for Work Order & Performance Trends

  • Advanced Yardi Work Order Module Training

  • Operational Assurance Auditing & Compliance

Possession of a valid, state-issued driver's license and safe driving record is also required.

Balfour Beatty Communities is part of Balfour Beatty Investments and Balfour Beatty, plc, an international group that finances, develops, builds and maintains infrastructure assets.

IND123

Pay Rate: $90,000 - $95,000 yr.*

  • This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
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