Senior Director, Operations

Job Description

Job Description

Senior Director, Operations

New York, NY (On-site, Full-Time)

About Furnished Quarters

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.

The Opportunity

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.

What You’ll Do

• Lead and develop Operations Managers or Directors across all markets, the Director of Guest Services, and the Apartment Services Manager.
• 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.

What We’re Looking For

Why Join Us

At Furnished Quarters, we are more than a place to work. We are a team united by shared values and a commitment to excellence. You will join a culture that values innovation, collaboration, and continuous improvement, with opportunities to make a tangible impact on both our operations and our guest experience.

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