Director, Operations, LeoFM Operating Company

CS Hudson Overview

CS Hudson is a national facility maintenance provider based in Hauppauge, New York. CS Hudson operates a vendor managed model working with high skilled vendors to solve multi-trade challenges for its clients, with trades including handyman, plumbing, electrical, locks, doors, and glass. Clients range across many industries with large footprints in retail, gas and conveyance, and medical. CS Hudson is defined by a people first culture that drives a pursuit of operational excellence in everything that we do.

Position Overview

The Director of Operations (DO) is responsible for managing operation teams including assisting managers with hiring, training, and performance appraisals.  This role oversees Operations Managers specific to their team and works in combination with the Executive Team on the overall total maintenance of CS Hudson’s facilities management clients. The Executive Team expects this position to project a high level of professionalism and be an exemplary employee and role model to their team. In addition, the DO is expected to provide support, mentoring, and guidance for the overall growth of Repair and Maintenance (R&M) Division. The DO also collaborates across departments to ensure cross-training and full understanding of each department’s role in conjunction with each other.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Build, establish, and manager operational processes and rigor to efficiently run and scale the operation.
• Develop and manager direct report team, including developing middle management leadership team.
• Ensures managers perform their assigned duties; in place of available personnel, as a leader of leaders DO should lead through others and collaborate to ensure clients receive excellent service at the company standard level.
• Work closely with management to provide full-time support and act as escalation for assisting them with the supervision supervising their team’s bid submittals.
• Responsible for engaging in client onboarding and assisting managers in client account ownership. Responsible for the involvement of client communications, both verbal and written, not only in an escalated matter but in a proactive approach to continuing to build the foundation of relationships and assist in the building of service.
• Monitoring trends, both client and personnel alike, and providing high-level client reporting and operational trends to Executive Team. Providing verbal and written feedback and innovative ideas to develop and enhance operation processes.
• Provides support to Vice President of Operations with reporting, operational support, and reporting of trends. DO also provides verbal and written feedback and innovative ideas to assist in the development and create enhancement to improve the current operations process. Directs the roll-out and/or oversight of the new process and procedure implementations within the R&M Division.
• This role has supervisory responsibilities for onsite and remote operations employees and participates in the interviewing and hiring of their respective team members.
• Supports manager and team member development by assisting with training and coaching, and by providing continued education for trades-specific knowledge in collaboration with the Manager of Training and Implementation (MT&I).
• Works in conjunction with the After-Hours Manager to oversee the on-call scheduling and to ensure proper coverage/breaks for client support. provides overall support and feedback to the After-Hours Manager to improve their workflow.
• This position participates in the After-Hours (AH) Escalation Management schedule on a rotating basis with a mandatory Saturday in-office shift, as needed based on coverage gaps. Including remote on-call for escalation support via the After-Hours Manager phone, also required as needed based on coverage gaps within operations.

Competencies

1. Leadership
2. Communication
3. Professionalism
4. Collaboration / Teamwork
5. Interpersonal Capability
6. Adaptability
7. Planning & Organization
8. Project Management
9. Time Management
10. Problem-Solving Capability

Work Environment

This position works well independently in an office with a heavy call volume. The office is a professional environment arranged with an open floor plan to provide everyone with access to their team which offers full support. This role routinely uses standard office equipment such as computers, phones, and wi-fi.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, type, and reach with hands and arms.

Position Type and Expected Hours of Work

This is a full-time exempt position, there is an expectation that job duties and responsibilities are completed on time and to scope. Therefore, a variation in your starting and ending time, as well as the total number of hours you work per week, may vary based on business needs, any variation in scheduled hours requires prior approval. Typical days and hours of work are Monday through Friday, 9:30 AM to 6:30 PM. This position includes mandatory participation in the Escalation schedule, referred to as ‘After-Hours Escalation’ on a rotating basis. AH Escalation schedule includes pre-scheduled in-office Saturday shifts from 9:00 AM to 6:00 PM and a week of being on-call remotely on evenings and weekends for escalation support via phone based on business demands.

Travel

You may be required to travel for on/off-site training, and client meetings to the extent that such travel is reasonably necessary to perform your duties.  

Supervisory Responsibility

This position has supervisory responsibilities.

Required Education and Experience

1. Graduation from a high school or GED equivalent.
2. Specialized course work or experience in facilities maintenance of 5+ years
3. Leadership experience, minimum 3+ years
4. Microsoft Excel – advanced skills

Preferred Education and Experience

1. Customer service experience, minimum 5+ years
2. Managerial experience, minimum 5+ years

Additional Eligibility Qualifications/Responsibilities

Computer proficiency is required as various computer platforms, programs and applications are necessary to perform essential job duties, including but not limited to those listed. Training will be provided but previous knowledge and experience are recommended.

1. Office365, Microsoft Excel, Word, Teams, SharePoint, PowerPoint, etc.
2. Client-specific portals, Work order management systems, and Telecommunications hardware/software
3. Ability to work independently within a team environment
4. Problem-solve and contribute innovative ideas to meet client needs, improve processes, and manage time.

Salary Range

$150,000 to $175,000

AAP/EEO Statement

CS Hudson Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.                                                                                       

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.