Director of Build Services

Why This Role Exists

The Director of Build Services leads the operational systems, processes, and teams that prepare projects for successful execution and maintain project performance throughout delivery. This role establishes consistent project service standards, ensures seamless coordination across stakeholders in Design, Purchasing, Construction, and Client Experience, and provides the operational discipline necessary to deliver exceptional client experiences while protecting schedule, quality, and financial performance.

By driving standardized processes, monitoring leading performance indicators, and proactively resolving issues, this role enables projects to move efficiently from design completion through construction while supporting Blue Heron's integrated design-build model.

Core Accountabilities

Operational Excellence & Project Services

• Establishes, communicates, and continuously improves standardized project services processes that create consistency, predictability, and operational excellence across all projects. 
• Ensures projects are properly prepared for construction through disciplined oversight of project starts, project management, schedule development, documentation, and operational readiness. 
• Develops scalable workflows that improve efficiency, reduce variability, and support sustainable organizational growth. 

Cross-Functional Integration

• Fosters partnership with Design, Purchasing, Construction, and Client Experience to ensure seamless handoffs, aligned priorities, and coordinated project execution. 
• Identifies operational bottlenecks and leads cross-functional improvements that enhance project delivery and the client experience. 
• Facilitates proactive communication and issue resolution to minimize project disruptions and maintain momentum. 

Schedule & Financial Performance

• Oversees project schedule creation, maintenance, and performance to ensure realistic planning and consistent execution. 
• Reviews project budgets and financial performance throughout the project lifecycle, identifying risks early and driving corrective actions when needed. 
• Monitors leading indicators that influence project profitability, schedule adherence, and overall operational performance. 

Change Management & Project Controls

• Oversees the administration and compliance of project change orders to ensure accurate documentation, timely approvals, and financial accountability. 
• Ensures project controls, documentation, and administrative processes support informed decision-making and consistent project execution. 
• Promotes disciplined management of project changes while balancing client expectations, financial outcomes, and schedule impacts. 

Client Experience & Issue Resolution

• Provides operational leadership in addressing project issues requiring cross-functional coordination or executive involvement. 
• Ensures clients receive timely, accurate communication throughout project execution by establishing consistent update processes and service standards. 
• Supports project teams in resolving challenges while reinforcing trust, transparency, and accountability throughout the client journey. 

Leadership & Continuous Improvement

• Leads and develops the Build Services team by establishing clear expectations, promoting accountability, and fostering continuous improvement. 
• Uses operational data, performance metrics, and team feedback to improve systems, processes, and organizational effectiveness. 
• Builds a culture focused on collaboration, execution excellence, and measurable business outcomes. 

What Success Looks Like

Success in this role is demonstrated through predictable project execution, strong cross-functional alignment, and consistently positive client experiences. Project starts occur on schedule with complete and accurate documentation. Operational processes are standardized and consistently followed across the organization. Project schedules remain accurate and proactively managed, financial performance is monitored through leading indicators, and change orders are processed efficiently and compliantly.

This leader anticipates issues, removes operational obstacles, improves organizational efficiency, and enables teams to execute with confidence while protecting margins, schedules, and client satisfaction.

How This Role Sets Others Up for Success

This role enables the success of Design, Purchasing, Construction, Client Experience, Finance, and Executive Leadership by creating clear operational processes, reliable project information, and disciplined execution standards.

Through consistent communication, proactive coordination, timely decision-making, and operational leadership, the Director of Build Services ensures projects transition smoothly between departments, risks are identified early, and teams have the information and support needed to perform at a high level. By maintaining alignment across functions, this role improves organizational efficiency, strengthens client confidence, and creates a more predictable project delivery experience.

How Performance Is Measured

Key performance indicators include:

• Gross margin performance 
• Client Net Promoter Score (NPS) 
• Change order compliance and processing timeliness 
• Schedule adherence across active projects 
• On-time project starts 
• Budget variance and financial forecasting accuracy 
• Operational process adoption and compliance

Capabilities Required

• Extensive leadership experience in residential construction, custom homebuilding, or integrated design-build operations 
• Strong understanding of project lifecycle management and construction operations 
• Expertise in project scheduling, planning, and operational workflows 
• Financial acumen with experience reviewing budgets, margins, and project performance 
• Knowledge of change management and project controls 
• Ability to analyze operational metrics and identify leading performance indicators 
• Strong cross-functional leadership and collaboration skills 
• Excellent communication, facilitation, and conflict resolution abilities 
• Process improvement and continuous improvement mindset 
• Experience leading managers and developing high-performing teams 
• Strong organizational, planning, and prioritization skills 
• Ability to make sound decisions in a fast-paced, client-focused environment 

How This Role Shows Up (Blue Heron Expectations)

• Leads with accountability, ownership, and a commitment to execution excellence. 
• Builds strong relationships across departments to strengthen Blue Heron's integrated design-build culture. 
• Makes decisions using data, sound judgment, and a long-term organizational perspective. 
• Creates clarity by establishing consistent processes, expectations, and communication. 
• Anticipates risks and proactively solves problems before they impact clients or project performance. 
• Coaches and develops others while fostering accountability, collaboration, and continuous improvement. 
• Models professionalism, integrity, and responsiveness in every interaction. 
• Champions an exceptional client experience by ensuring operational excellence supports every stage of the project journey.