Director of After-Hours Operations

Plymouth Housing Group•Seattle, WA

5d•Hybrid

About The Position

The Director of After-Hours Operations leads Plymouth Housing’s portfolio-wide after-hours operating model, ensuring residents and staff experience safe, reliable, consistent, and hospitality-centered operations outside standard business hours. This primarily business-hours leadership role provides senior operational direction for evening, overnight, weekend, and holiday operations across Plymouth’s 24/7 housing portfolio. The Director supervises the On-Call Manager, Swing Shift Supervisors, and Overnight Shift Supervisors, who serve as the first line of response for routine after-hours matters. The Director provides senior escalation, cross-department coordination, and decision-making when situations require Director-level authority, involve significant operational risk, or affect multiple buildings, residents, or departments. This role partners closely with Housing Operations, Safety, Facilities, Property Operations, Building Support, and other organizational leaders to ensure that after-hours operations uphold Plymouth Housing’s commitments to Housing First, harm reduction, trauma-informed practice, hospitality, resident choice, safety, and dignity.

Requirements

Bachelor’s degree in Public Administration, Business or Operations Management, Social Services, Property Management, or a related field required; an equivalent combination of education and relevant experience may be considered.
Seven or more years of progressive leadership experience in property operations, supportive housing, 24/7 operations, building operations, human services operations, or a related field.
Three or more years of direct supervisory experience, including coaching or managing supervisors, managers, or lead staff.
Experience leading operations across multiple sites, shifts, service locations, or comparable complex environments.
Experience developing or implementing standardized procedures, escalation systems, staffing practices, operational-continuity processes, or after-hours response models.
Experience working in supportive housing, social services, housing stability, or another environment serving people with complex needs.
Builds trust and works respectfully with people from many backgrounds and lived experiences, contributing to safe, welcoming housing communities where residents experience dignity, choice, and belonging.
Uses self-awareness and humility to communicate effectively across differences, adapt approach, and treat people with fairness and respect.
Demonstrates strong leadership in multi-site, multi-shift, 24/7, or similarly complex operational environments.
Supervises, coaches, develops, and supports managers, supervisors, and lead staff while setting clear accountability and decision-making expectations.
Exercises sound operational judgment and remains steady, responsive, and effective during complex or high-pressure situations.
Applies systems thinking, strong organizational skills, and process-improvement practices to build reliable, consistent operating procedures.
Demonstrates a deep understanding of trauma-informed practice, harm reduction, Housing First, hospitality, and resident-centered service.
Coordinates effectively with Safety, Facilities, Property Management, Housing Operations, and other subject-matter leaders while respecting distinct areas of authority.
Communicates clearly and effectively, including during escalated events, staff coaching, cross-department coordination, and leadership handoffs.
Demonstrates high emotional intelligence, strong de-escalation skills, and the ability to support staff through challenging events.

Nice To Haves

Experience in multi-site supportive housing or property operations preferred.
Experience building, managing, or improving on-call, shift-supervision, or after-hours operating systems preferred.
Experience coordinating operational response during significant building, staffing, resident-service, or emergency events preferred.
Relevant certifications or training in supportive housing, property management, operations leadership, crisis response, or emergency coordination preferred.

Responsibilities

Lead Plymouth Housing’s after-hours operating model and provide Director-level escalation, coordination, and decision-making for significant incidents occurring outside standard business hours.
Supervise, coach, develop, and hold accountable the On-Call Manager, Swing Shift Supervisors, and Overnight Shift Supervisors; establish clear expectations, decision-making boundaries, escalation pathways, and consistent performance standards.
Ensure frontline staff and shift supervisors have the guidance, support, staffing systems, and authority needed to resolve routine after-hours issues safely and effectively.
Respond remotely or onsite to significant incidents when Director-level operational leadership is needed, while maintaining clear responsibility boundaries with Safety, Facilities, Property Operations, and other subject-matter leaders.
Coordinate operational response to serious incidents and building disruptions, including staffing, resident communication, building access, operational continuity, leadership communication, and next-business-day follow-up.
Partner with the Director of Safety to implement established safety, security, emergency-preparedness, crisis-response, and corrective-action standards within after-hours operations.
Coordinate with Facilities during building-system emergencies, including fires, floods, sprinkler discharges, power outages, elevator failures, and other infrastructure disruptions; support operational continuity while Facilities leads technical repair and building-system response.
Develop, implement, and maintain standardized after-hours procedures, including escalation protocols, shift handoffs, staffing contacts, communication expectations, guest and visitor practices, front-desk operations, and building-specific reference information.
Maintain the operational components of the Red Book, after-hours contact trees, leadership escalation pathways, and portfolio-wide operational reference materials.
Partner with Learning and Development, Safety, Facilities, Quality, Innovation and Health, and Housing Operations leaders to develop and deliver training on after-hours operations, communication, escalation, handoffs, and operational response.
Lead operational debriefs and After-Action Reviews following significant incidents; identify and implement improvements related to staffing, communication, documentation, resident service, operational continuity, and cross-department coordination.
Monitor trends in after-hours staffing disruptions, escalations, service interruptions, building concerns, and communication breakdowns; recommend improvements that increase consistency, predictability, and staff and resident confidence.
Build strong partnerships with Directors of Portfolio Management, Site Operations Managers, Property Operations, Building Support, Safety, Facilities, and other teams to ensure timely follow-up and continuous improvement.
Promote equitable, respectful, resident-centered decision-making and ensure after-hours operations support housing stability and alignment with Quality Supportive Housing Standards.