Service Center Director

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) leads the Regional Service Center Team for the designated region (East, West, or South), ensuring consistent compliance with all policies and procedures governing work order management. This role provides oversight and enforcement of work order accuracy, data integrity, and timely resolution across the portfolio.

The SCD leads and develops Regional Service Center Coordinators (RSCCs), driving standardization, process efficiency, and compliance across all military housing regions. The position is responsible for ensuring effective training, quality control, and sustained audit readiness.

The SCD works in close partnership with Facilities Management Vice Presidents (FM VPs), Regional Facility Directors (RFDs), Facility Directors (FDs), Work Order Analysts (WOAs), Business Support, and Operational Assurance to monitor compliance trends, support audits and reviews, address findings, and implement corrective actions that strengthen internal controls and operational performance. The SCD leverages Power BI dashboards and Yardi reporting to analyze performance, identify risk and compliance gaps, track corrective actions, and provide transparent, data-driven insights to leadership. 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 work order management and compliance performance across the assigned service region, ensuring adherence to established policies, procedures, and internal control requirements.
• Monitor PowerBI work order dashboards and operational reports to track completion rates, aging and backlog trends, data quality, and compliance indicators; proactively identify risks and drive timely corrective actions.
• Audit work order data within Yardi to verify accuracy and compliance related to labor tracking, material usage, resident approvals, required attachments, and supporting documentation; partner with Operational Assurance to address findings and implement corrective action plans.
• Collaborate with Facilities Management Vice Presidents (FM VPs), Regional Facility Directors (RFDs), and Facility Directors (FDs) to resolve performance gaps, remove process barriers, and reinforce consistent work order standards across sites.
• Provide regular compliance and performance reporting to the FM VP and SVP of Military Housing Facilities Management, highlighting trends, systemic risks, audit findings, and improvement opportunities supported by data and actionable insights.
• Provide leadership, direction, and mentorship to Regional Service Center Coordinators (RSCCs) across assigned region, reinforcing accountability, consistency, and high performance across service center operations.
• Ensure alignment and consistency with Service Center Directors across all regions, collaborating on standard practices, performance expectations, training delivery, and compliance enforcement to drive enterprise-wide consistency in work order management.
• Ensure consistent execution of work order policies, procedures, and training programs across all service regions, driving standardization and sustained compliance with operational, internal control, and audit requirements.
• Lead recurring team meetings and structured performance reviews focused on work order trends, data quality, compliance gaps, audit findings, and corrective actions, leveraging dashboards and reporting to support informed, data-driven decisions.
• Establish, monitor, and continuously refine key performance indicators (KPIs) for service center operations, including work order accuracy, timeliness, compliance, and training effectiveness, ensuring measurable outcomes, transparency, and continuous improvement.
• Develop and deliver targeted training programs for RSCCs, onsite teams, and leadership focused on Work Order Management Policy, Yardi system best practices, and Work Order compliance standards.
• Conduct site visits and regional engagements to validate adherence to work order process, provide hands-on mentorship and coaching, and reinforce consistent application of policies and controls.
• Lead the rollout and implementation of new or updated policies and procedures within the region, ensuring clear communication, effective training, and consistent adoption. Track training effectiveness through post-training performance metrics, compliance trends, and reduction in repeat audit findings.
  
• Conduct routine audits and targeted reviews of work order transactions to verify compliance with established policies, procedures, and internal control requirements.
• Identify non-compliance trends, and systematic control gaps, partnering with Business Support and Operational Assurance to develop, implement, and track corrective action plans to resolution.
• Prepare and deliver audit and compliance reports to senior leadership, highlighting unauthorized activity, repeat findings, and emerging compliance risks requiring escalation or intervention.
• Escalate material compliance risks, repeat findings, or significant internal control failures to the FM VPs and the SVP of Military Housing Facilities Management as appropriate.
• 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 six years of administration and management experience
• Experience in property management, facilities operations, or service coordination perferred.
• Proven ability to lead 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 skill

Trainings Required

• 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.

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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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