Senior Director - Operations Support, Americas

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

This position is a member of the Commercial Operations, Engineering and Environmental services team for the Americas and works with market Management Services Managing Directors/Directors to support and oversee execution of Hines management services standards and initiatives in the field. This position supports the properties, markets and business generation in business activities that may be impacted by operations.  This position leads, as well as conducts, the Commercial execution org assessment program that is designed to identify risk at the property level and evaluate compliance with operations standards, while providing training and support to both geography execution leaders and property employees. Responsibilities include, but are not limited to: 

• Act as subject matter expert and elevate issues/innovation/client needs both the Americas Commercial SMD and the Global Management Solutions SMD to be integrated into evolution of Hines standards. 

• Commitment to champion and implement Americas and Firmwide management service delivery standards as directed by Head Management Services Americas, Head Commercial Real Estate Americas in partnership with the Global Management Solutions Operations, Engineering & Environmental Services, including consistent business processes and enabling technology.

• Develops business processes and tools for consistent execution across the Americas Commercial org, works closely with Global and Americas Client Experience and Hines pilot properties to pilot new ideas, as well as identifying local market needs for new global standards, areas for innovation and constant improvement of Hines services which will be shared to the Global Management Solutions team to accelerate the evolution of the Hines standards.

• Focus on firm/client Environmental goals.  Ensure geography level execution and business process compliance for environmental goals and strategies related to operations.

• On Mixed-Use projects, work collaboratively with the Mixed-Use Center of Excellence to refine standards and business processes for both individual asset types (Office, Retail, Living) to provide consistency and scale across the Americas Commercial/Living orgs, as well as those which are shared between asset types for efficiency and elevated project brand experience.

• Hire, develop, and manage the performance of team members as/if required.

• Assist in the research of new technologies and trends being introduced to CRE.

• Partner with Managing Directors/Director of Property /Facility Management Services leaders in markets to develop tools and conduct QA/QC audits of the standards in addition to the periodic Global Management Solutions assessment program.

• Areas of focus may include

  • Advisory and Technical Support

  • Training and Development

  • Developing Execution Business Processes

  • Piloting New Programs with the Hines Pilot Properties

  • Developing Best Practices, KPIs, Metrics and Value Creation/Alpha

  • Supporting Certifications (LEED, BREEAM, WELL H&S)

  • Rollout of Firm Initiatives

• Engage and collaborate closely with the Americas Commercial Engineering Support leader on development of programs or to co-support markets and properties.

• Train the property management teams on the standards to ensure compliance and consistent service delivery. 

• Provide a resource role to assist properties, markets and Americas management services with long range and day-to-day issues, opportunities, emergencies and crisis support.

• Develop and maintain contractor relations on a continental geographic basis.

• Provide operations guidance as required to teams and clients in the areas of building operations and start-up and/or disposition activities.

• Provide support to the markets/properties on operations matters pertaining to new development, acquisition, or third-party management projects.

• Participate in maintaining and producing firm-wide industry related or Hines-specific reporting.

• Participate in the development and recommendation policies of programs consistent with the firm’s business objectives.

• Engage with the Learning and Development department to develop and maintain training materials.

• Engage in supporting operations business activity in international locations within the greater Americas organization.

• May engage in special projects and programs related to changes in the industry or related technologies.

• May develop and recommend, where appropriate, additional benchmark/historical performance measures.

Minimum Requirements include:

• Bachelor’s degree from an accredited institution preferred or equivalent years of direct experience required.
• 10 or more years' property management experience or related degree and practical experience to reach equivalent.
• Provide vision, leadership, and direction on issues related to the firm’s Property Management and Operations discipline.
• Provide vision, leadership, and direction to his/her direct reports.
• Work collaboratively with others to exchange ideas, information, and opinions to formulate policies and programs and/or arrive jointly at decisions, conclusions, or solutions.
• Provide leadership while maintaining a calm demeanor in emergency situations.
• Establish a cooperative working atmosphere among staff and other departments.
• Apply principles of rational systems to solve problems and deal with a variety of variables in situations where only limited standardization exists.
• Interpret a variety of instructions furnished in written, oral, diagrammatic or schedule form.
• Prepare business correspondence, presentations, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.
• Demonstrate working knowledge of all firm’s resources and standards.
• Speak effectively before an audience with confidence.
• Read newspapers, periodicals, journals, manuals, financial reports, and legal documents regularly.
• Analyze data to discover facts and/or develop knowledge, concepts, or interpretations.
• Use technology proficiently as may be required to fulfill position responsibilities.
• Empower employees to make decisions, live with consequences, and learn from successes and failures.
• Give praise and be open to constructive feedback.
• Act as an advocate for your team and obtain resources needed for team success.
• Mentor more junior colleagues and pass down lessons learned.
• Unwavering commitment to integrity, the firm’s Guiding Principles and our Leadership Principles.
• Work indoors approximately 95% of the time and outdoors approximately 5% of the time.
• Travel as required to meet position responsibilities, including internationally.
• Perform visual inspections of properties.
• Walks up and down stairs and/or ladders for inspections and emergency procedures practice or implementation.
• Though occurrences are rare, be accessible 24 hours a day in case of an emergency and perform on-site operations management during natural disasters.

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

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