Overview

Reporting to the General Manager, the Operations Director ensures efficient center operations, maintains positive relationships with vendors, tenants, shoppers, and the community, and drives profitability by controlling costs while delivering a customer-centric shopping experience that prioritizes shopper satisfaction and engagement.

Key Responsibilities

• Oversee daily operations, including maintenance, construction coordination, safety, housekeeping, and contracted services, ensuring a welcoming and customer-focused environment.

• Develop and execute strategic business plans, budgets, and 5-year capital plans to maximize Net Operating Income (NOI) while enhancing the shopper experience.

• Manage Common Area Maintenance (CAM) expenses, ensuring cost efficiency while maintaining high standards for shared spaces, including landscaping, parking areas, and walkways that create an inviting atmosphere for customers.

• Oversee capital projects, including planning, budgeting, and execution of major improvements such as structural upgrades, system replacements, and tenant build-outs, ensuring timely completion within budget and alignment with customer expectations.

• Manage financial forecasts, expense tracking, capital projects, and operational reports, incorporating customer feedback to improve operations.

• Lead profit center performance for leasing, utilities, waste handling, and parking services, optimizing Fixed CAM revenue streams while ensuring accessibility and convenience for shoppers.

• Maintain and optimize systems (e.g., lighting, electrical, irrigation, alarms) to enhance the shopping environment and provide team training on customer-centric service standards.

• Ensure high standards for restrooms, common areas, and grounds; develop landscaping and maintenance programs that prioritize cleanliness and aesthetic appeal for customers.

• Lead procurement, review invoices, and monitor vendor performance to ensure quality, budget compliance, and alignment with customer-centric goals.

• Support sustainability initiatives to reduce carbon footprint and maximize energy efficiency, promoting an eco-friendly experience for environmentally conscious shoppers.

• Coordinate construction projects, warranty items, and tenant build-outs with the design team, ensuring minimal disruption to the customer experience.

• Develop and maintain preventative maintenance and inspection programs for structural repairs (e.g., roofs, asphalt, sidewalks) to ensure a safe and visually appealing environment.

• Manage operational emergencies, enforce safety policies, and ensure compliance with hazard prevention and OSHA standards to protect shoppers and staff.

• Build strong tenant relationships, enforce lease covenants, and support store management with facility issues to ensure a consistent, high-quality customer experience.

• Actively engage with shoppers through regular store visits, community events, managers’ meetings, and special programs to foster a customer-centric culture and enhance the center’s appeal.

• Lead employee training, team building, and HR compliance in partnership with the General Manager, emphasizing customer service excellence and responsiveness to shopper needs.

Qualifications

• Bachelor’s degree in business or related field.

• 5-7 years of operations management experience, preferably in commercial real estate or retail, with a focus on delivering customer-centric solutions.

• Strong leadership, communication, and interpersonal skills with a customer-first mindset.

• Proficient in Microsoft Word, Excel, PowerPoint, and able to learn company systems.

• Exceptional project management, critical thinking, and organizational skills, with the ability to prioritize customer satisfaction in decision-making.

• Ability to negotiate contracts and oversee vendors within budget while ensuring customer-focused outcomes.

• Experience managing CAM budgets and capital projects, with a focus on cost control, quality assurance, and enhancing the shopper experience.

• Willingness to work a flexible schedule, including holidays, with up to 15% travel.

• Valid driver’s license required.

Benefits

• Competitive salary

• Medical, dental, and vision benefits

• 401(k) match

• Paid PTO, holidays, and volunteer hours

• Tuition reimbursement

• Wellness incentives

• Group life and disability insurance

• Voluntary benefits

• Team member discounts

To apply orOverview