Director, Facility Operations & Tenant Services - Westfield Topanga at Westfield in Canoga Park, California

Job Description:

Position Summary

This is a full-time management role accountable for coordination and delivery of ALL tenant in-line unit and mall space activity (openings, closures and alterations), directing the day-to-day facilities operations of the property, including the shopping center and affiliated business units, maintaining the aesthetic of the center, maintaining a consistently high customer experience, and delivering service levels appropriate for a landmark, flagship shopping and mix-use destination.

Essential Duties

• 
  Landlord Construction, Retailer Construction and Support Services (supported by the Associate – Property & Client Services)
  

• Accountable for day-to-day project management success of all landlord and tenant construction project phases, achieving performance objectives, including budgets and targeted tenant store opening dates, in accordance with lease terms.


• Coordination of landlord and tenant project planning, including budgeting, scheduling, completing landlord work plans, arranging landlord permits and supporting tenant permitting, execution of tenant construction, inspections, and store opening.


• Forecasting store openings, including monitoring legal, commercial, and design processes, regular data entry representing project progress.


• On receipt of the landlord scope of works, responsible for RFP creation, bid leveling, proposed recommendations, and contract administration for Architecture and Engineering services and General Contractor/ Contractor services.


• Represent the Landlord’s interests between the tenant, tenant contractors, local union business agents as applicable, all governing inspection officials, during all phases of design and construction, ensuring the Landlord’s design and construction criteria is implemented as intended.


• Attend recurring action/asset meetings to ensure awareness of all aspects of the shopping center, especially on issues that pertain to tenant’s design and construction.


• Oversee and perform detailed punch list inspections throughout the construction of each project and promptly issue a final written copy to the tenant contractor upon the completion of the project.  Accountable for ensuring compliance of all close-out documentation in accordance with lease terms.


• Develop and maintain Existing Condition Reports program for all vacant spaces and outgoing tenant spaces, incorporating a schedule of remedial works, associated cost estimates, and photographic imagery, with which Leasing capital expenditure proposals can be substantiated.

• Facilities Management

• Responsible for directing the day-to-day facility operations of the property, and affiliated business units including budgeting (operational and capital), expense control, preventative maintenance program management, managing all building components (including HVAC, plumbing, Fire/Life Safety, and electrical systems), maintaining the aesthetic of the center, and maximizing the customer experience.


• Utilize facilities operational platforms to efficiently manage the operations of the center (CMMS, BMS/EMS/Contractor Management system etc.). Responsible for the integrity of information in these systems and databases, and ensuring these tools are fully optimized.


• Manage and oversee any on-site equipment or asset inventory.


• Project Management
  
  
  • Assist with regionalized bidding, and perform local bidding, including RFP creation, bid leveling, proposed recommendations, and contract administration.
  
  
  • Accountable and responsible for the timely implementation of operational capital projects according to approved budget amounts, including the compilation, submittal, approval, closure, and reporting of the center’s operational capital budget items.
  
  
  
  


• Financial
  
  
  • Accountable for control of expenses including negotiating contracts, authorizing expenditures, and reviewing profit and loss statements, to approved budgets.
  
  
  • Assist with the reforecasting of the operating budget and preparation of the annual operational and capital budgets.
  
  
  • Accountable for control of utilities expenses, track spending against cash flow to the property budget.
  
  
  • Undertake financial analysis of operating costs and expenses to identify cost savings and efficiencies to reduce spending.
  
  
  
  


• Third-Party Vendor Management
  
  
  • Performance manage contracted services (national/regional/local), including securing bids, negotiation, renewals, payment, supervision and termination, as required. All bids to be always conducted in compliance with company guidelines and with the utmost integrity.
  
  
  • Supervise the janitorial function, security function (as delegated by the GM), and oversee engineering, and maintenance functions, including walk-throughs, meetings and work orders.
  
  
  
  


• Safety Compliance
  
  
  • Ensure center compliance with all safety programs at the direction of Risk Management, including OSHA, EPA, and other regulatory requirements. Maintain all State and Federal required reports and safety documentation.
  
  
  • Maintain all fire and life safety systems according to local code and in a way that protects visitors, shoppers, and employees.
  
  
  • Liaise with various city departments on building and safety issues. Resolve issues in a timely manner.
  
  
  • Provide regular reviews of center incident reports and trends and implement appropriate programs to minimize risks.
  
  
  • Hold recurring Risk Management meetings, assign and follow up on action items.
  
  
  • Assist with emergency planning and response in coordination with other key members of the center-level management team.
  
  
  
  


• Sustainability
  
  
  • Responsible for monitoring and minimizing the utility utilization at the center level, including electricity, natural gas, water, sewer, steam, and other externally provided resources which are critical to the operation of the center in a way that doesn’t compromise the other operational goals of the company.
  
  
  • Support local, regional and national initiatives in achieving URW’s Better Places 2030 goals, reducing the carbon footprint by 50%.
  
  
  • Develop and implement site-level action plans for Mobility and Biodiversity.
  
  
  • Direct the site-level LEED and BREEAM In-Use certification processes for new construction and existing operations; respectively.
  
  
  
  


• Central Plant Management (For Select Locations)
  • Manage this complex building component, budget and forecast the plant’s operation and execute to an appropriate return.
  
  

General Coordination & Duties

• Oversee the management of facility employees, management of third-party outsourced personnel, and union involvement.


• Maintains a responsive open line of communication with tenants, including handling inquiries, operational considerations and liaise on fire and life safety system compliance.


• Coordinate onsite logistics as it relates to access/deliveries and screening.


• Coordinates requests with operational and cross-functional departments.


• Participates in Manager-on-Duty rotation, which includes some evenings and weekends, at the direction of the General Manager.


• Conduct periodic off-hours inspections.


• Must be able to respond to the property 7 days a week, 24 hours a day to handle emergencies. Must reside locally, with a reasonable commute.


• Attends weekly staff meeting and daily customer Service (“Style” program) sessions.


• Attends required training classes and programs.


• Other duties, as assigned.

Essential Qualifications, Competencies and Experience

• BA or BS degree or equivalent experience required.


• Professional Designations from BOMA-Institute, Institute for Facilities Management (IFM), Institute for Real Estate Management (IREM) required.


• 5-10 years’ prior facilities management experience, construction project management, construction supervision, preferably in a complex retail/commercial/hospitality/food and beverage setting.


• Familiarity with OSHA, EPA, and other regulatory requirements.


• Technical


• Ability to read and interpret blueprints, construction documents, and lease plans. Exposure to CAD, Bluebeam and other design-based platforms.


• Ability to learn and adopt technology solutions into workflow, that create greater efficiency, including Cloud-based software applications.


• Ability to understand and interpret leases and other legal agreements.


• Familiarity and comfort with automated building systems, EMS (“Energy Management Systems”), CMMS computer-based work order systems, construction project management systems, in addition to enterprise software systems, including Salesforce. 


• Knowledge & understanding of Mechanical, Electrical, Plumbing, HVAC, Fire Protection & Fire Alarm systems/codes as well as ADA code.


• Managerial Experience

• Exceptional process management skills; can organize and prioritize an efficient workflow, simplify complex processes, anticipate and adjust for problems and roadblocks, adapt to changing priorities, and manage from start to finish.


• Ability to manage, monitor and develop subordinates to ensure the smooth operation of the center.


• Experience managing union trade’s workers, and third-party service providers, as applicable.


• Sustainability – a background of direct responsibility for energy management on a facility level and/or regional level.


• Exceptional customer service skills and the ability to develop and maintain effective relationships; dedicated to meeting the expectations and requirements of internal and external customers, specifically through listening and responding to concerns both in the moment and via digital communication means.


• Ability to produce a budget forecast, analyze budget numbers for conformance to budgetary guidelines; explanation of variance.


• Demonstrated aptitude in strategic thinking and analysis as well as solution and change management.


• Ability to maintain composure in all scenarios.