The Director of Facilities Operations & Priority Response is a key leadership role within Learning Care Group’s Facilities organization. This position ensures operational excellence across all repair and maintenance activities, including those managed through third party vendors, and drives process improvements that enhance quality, speed, and cost efficiency.
The Director will oversee facility standards and response readiness across both LCG-operated centers and Pathways (PLA) locations, including those partially maintained by church partners. This individual will act as the central escalation point for urgent issues reported by District Managers (DMs) and Regional Vice Presidents (RVPs), coordinating solutions that protect the brand, ensure child safety, and maintain operational continuity.
Initially structured as a hands-on, individual contributor role, the position will include leadership of a small team as business needs expand.
KEY RESPONSIBILITIES
Vendor Oversight & Quality Management
Partner closely with EMCOR and other facility vendors to improve service consistency, transparency, and accountability.Review and approve repairs up to $10,000, ensuring compliance with established standards and budget controls.Coordinate with Director of Construction/Remodel on the transfer and completion of larger capital improvement projects.Audit completed work for quality, accuracy, and compliance with LCG brand and licensing standards.Identify opportunities for vendor and process optimization to improve service delivery and reduce spend.Process & Policy Leadership
Develop and implement new Facilities policies and procedures for both LCG and PLA locations, including clear standards for communication, budgeting, and documentation.Strengthen coordination between Facilities, Operations, Real Estate, Finance, and Capital Improvements.Ensure consistent use of ServiceNow for repair prioritization, tracking, and escalation.Serve as a liaison with church partners at PLA sites to ensure cost alignment and clarity on maintenance responsibilities.Priority Response & Field Support
Act as LCG’s Priority Response Specialist, leading real-time coordination and resolution of urgent facility issues.Enhance rapid-response protocols to support time-sensitive repairs (HVAC failures, water leaks, safety concerns, etc.).Ensure proactive communication with operations and leadership during critical incidents.Lead continuous improvement of emergency readiness processes and vendor response times.Strategic Planning & Performance Management
Support the Senior Director of Procurement and SVP of Strategic Growth/Real Estate in building a multi-year Facilities Optimization Plan aligned to corporate goals and capital strategy.Identify cost reduction opportunities that maintain or improve quality.Track and report on performance metrics related to spend, service times, quality, and field satisfaction.
QUALIFICATIONS
7+ years of experience in multi-site facilities management, construction coordination, and/or vendor operations. Strong understanding of vendor contracts, preventive maintenance planning, and capital repair programs.Proven track record of improving vendor performance and reducing costs through process improvement.Excellent communicator who can lead cross-functional collaboration and field engagement.Experienced with ServiceNow or similar facilities management systems.Strong organizational and analytical skills; able to manage competing priorities and deadlines.Bachelor’s degree in Facilities Management, Construction, Business, or a related discipline preferred.
KEY COMPETENCIES
Vendor Partnership Excellence: Builds trust and accountability with external service providers.Field-Centric Leadership: Anticipates operational needs and communicates clearly with DMs and RVPs.Operational Agility: Moves quickly from analysis to action in emergency situations.Strategic Problem Solving: Balances cost, quality, and compliance in decision-making.Accountability & Ownership: Ensures follow-through on every assigned project or incident.
PERFORMANCE INDICATORS (KPIs)
Improve productivity of overall repair and maintenance spend per center.Decrease in aging/open work orders and average resolution time.Improved quality audit scores and vendor performance ratings.Positive feedback from Operations, DMs, and RVPs regarding responsiveness and support.Consistent adherence to budget and capital planning targets.