Senior Director, Operations

Furnished Quarters•New York, NY

6d•Onsite

About The Position

Furnished Quarters is the largest independently owned and operated provider of global temporary housing. With over 25 years of experience, we offer stylish, fully furnished apartments for business and leisure travelers staying 30 days or more. Our mission is to create a home away from home that is both elevated and seamless, supported by our Core Values of Care, Collaboration, Community, Challenge, and Career. We are seeking a Senior Director, Operations to provide strategic leadership across our core markets, including New York, New Jersey, White Plains, Massachusetts, and California, as well as the Guest Services and Apartment Services departments. This in-office position is based in New York, Monday through Friday, and participates in the Manager On-Call Program rotation. The Senior Director supports the Vice President of Operations and plays a key role in driving operational excellence, efficiency, and accountability across all regions. This leader strikes a balance between strategy and hands-on execution, ensuring consistent service standards, fostering cross-departmental collaboration, and delivering an exceptional guest experience. Regular travel to other Furnished Quarters markets is required.

Requirements

Bachelor’s degree in business administration, Hospitality Management, or a related field.
Minimum of 10 years of progressive operations leadership experience in multi-market corporate housing, hospitality, or serviced apartments.
Proven success managing senior-level leaders and geographically dispersed teams.
Strong analytical, problem-solving, and decision-making skills with experience using KPIs to drive performance.
Excellent communication and interpersonal skills with the ability to coach, influence, and collaborate across teams.
Experience managing budgets, vendors, and large-scale operations.
Proficiency in Microsoft Office and familiarity with Salesforce, Oscar, and Asana.
Strategic thinker with the ability to lead hands-on in a fast-paced environment.
Ability and willingness to travel regularly across all Furnished Quarters markets.

Responsibilities

Lead and develop Operations Managers or Directors across all markets.
Ensure operational consistency and service excellence in apartment readiness, housekeeping, and maintenance performance.
Develop, monitor, and evaluate Key Performance Indicators (KPIs) to measure success and inform decision-making.
Partner with Sales, Global Solutions, and Accounting to align operational readiness and service delivery with company goals.
Manage multi-market budgets, ensuring fiscal responsibility and cost efficiency.
Oversee vendor relationships, ensuring quality, performance, and compliance with service-level agreements.
Champion cross-department collaboration, process improvement, and technology adoption to enhance efficiency and communication.
Serve as the escalation point for high-impact guest or client issues, ensuring professional and timely resolution.
Conduct regular field visits across markets to engage teams, evaluate performance, and uphold company standards.
Provide leadership during periods of peak volume, crisis response, or service escalation to maintain continuity and guest satisfaction.