Listing Details


Qualified candidates contact: Christina Smith: | | 617-875-3378

Director of Operations

Boston, MA


Company Overview:
Our client is a privately owned global real estate investment, development, and management firm, with over a 60-year track record and presence in 225 cities and 25 countries with $144.1B of assets under management.

Our client has 165 developments currently underway around the world, and historically, has developed, redeveloped, or acquired over 1,400 properties, totaling over 472M square feet. The firm’s current property and asset management portfolio includes 576 properties, representing over 246M square feet. With extensive experience in investments across the risk spectrum and all property types, coupled with a pioneering commitment to sustainability, this platform is one of the largest and most respected real estate organizations on a global scale.

Position Overview:
As the Director of Operations you will be responsible for all facets of day-to- day operations management of the project while ensuring the delivery of the highest quality customer experience. This includes fostering client relationships by responding positively to tenants and ownership. The ideal candidate will exhibit operational expertise and a passion for elevating hospitality and the customer experience.


Client & Employee Experience:

  • Lead Management Services teams to provide an elevated customer-focused experience at the property
  • Foster and maintain relationships to identify opportunity for community and business partnerships and collaborations
  • Coordinate across mixed use assets including residential, office, life/science, and hotel to cultivate relationships across departments and business functions to foster a team-oriented environment
  • Provide leadership and strategy to create experience driven workplace activations and programming
  • Commitment to employee development by identifying opportunities for training, mentorship, and career advancement

Operations Expertise:

  • Manage the operations including conforming to budget standards and day-to-day operations, internal and external maintenance, security, parking, loading dock and housekeeping functions
  • Oversee marketing and tenant relations for the mixed-use project
  • Oversee management and operations across mixed-use assets within common area, public space programming, parking facility and loading dock
  • Oversee budget and annual plan preparation, budget compliance, quarterly re-projections and monthly OER review, common area, public space programming, pedestrian area, parking facility and loading dock
  • Represent the company in selected business, community and industry organizations
  • Serve as key representative for community outreach and community relations fostering relationships with community leaders and organizations and enhancing brand awareness of the project
  • Manage lease administration for all office and retail leases
  • Manage training requirements and development of all assigned personnel
  • Ensure effective communication with corporate and regional employees on operational matters relating to the project
  • Monitor performance metrics of retail tenants including analysis of gross sales and traffic counts
  • Manage requirements associated with Venture Documents, Loan Agreements and District Documents with respect to operational requirements
  • Manage the administration of Critical Dates associated with all agreements and requirements relating to operations
  • Develop and maintain ethical, professional, and courteous relations with tenants, residents, 3rd party management teams, visitors, and contractors
  • Negotiate contracts and supervise all contractor services related to the physical operation of the property
    Provide support to the Development group including, but not limited to: owner relations, quality control during construction, program development, asset management, and building start-up
  • Display knowledge of mechanical systems and collaborate with Engineering teams
  • Direct all emergency procedures including but not limited to:
        - Establish and execute emergency plans and practice drills
        - Lead and/or assist with evacuations, bomb searches and life safety alarms as deemed reasonable and prudent
        - Act as fire/life safety director while assisting emergency authorities and response teams
  • Ensure all government, industry and company required programs are instituted and maintained
  • Comply with all company and regional policies


  • Eight or more years of related management experience.
  • P&L responsibility and budgetary experience.
  • Hospitality experience is a plus.


  • Bachelor’s degree in business administration or related field from an accredited institution.


  • Possess high Emotional Intelligence (EI) and Emotional Quotient (EQ)
  • Successful completion of the company’s Property Management Training Program as well as the internal Experience Academy Training Program, as well as equivalent real estate knowledge
  • Interact with employees, visitors and contractors with poise and diplomacy
  • Provide leadership to all property personnel
  • Maintain a calm demeanor in emergencies
  • Compose business letters, expositions, summaries, and reports, using proper format, punctuation, grammar, diction and style
  • Speak before an audience with confidence, using appropriate communication skills/style
  • Demonstrate strong initiative and customer service orientation
  • Establish and maintain a cooperative working atmosphere among staff
  • Exchange ideas, information, and opinions with others to formulate policies and programs and/or arrive jointly at decisions, conclusions, or solutions
  • Perform numerical and financial calculations
  • Analyze and interpret various types of data in order to draw conclusions and solve problems
  • Demonstrate proficiency in Microsoft Office software