Director of Operations
Job Description
Job Description
Downtown Kansas City Community Improvement District (DCID)
River Market Community Improvement District (RMCID)
Director of Operations
About Us
The DCID and the RMCID are dedicated organizations working to improve the quality of life and economic vitality of Downtown Kansas City. Created and supported by major businesses, property owners, and non-profit institutions, our districts cover approximately 225 square blocks. We are funded by a special assessment to deliver programs that keep Downtown "clean, safe, green, friendly, and vibrant."
Position Summary
The Director of Operations is an experienced operational leader responsible for the day-to-day services and programs provided by the DCID, RMCID, and contracted service partners. Reporting directly to the Executive Director, this role provides leadership across safety, maintenance, landscaping, and other field-based services throughout the districts’ approximately 225-block footprint. The Director of Operations leads a large, multi-level workforce, maintains high standards of service delivery, partners closely with the Executive Director and Director of Contracts, and serves as a visible representative of the organization throughout the Downtown Kansas City and River Market communities.
Key Responsibilities
● Operational Oversight: Manage day-to-day field operations, including safety, maintenance, landscaping, and contracted services. Ensure supervisors and subcontractors meet or exceed CID protocols and service guidelines.
● Policies & Service Standards: Ensure consistent application of CID operational policies, protocols, service standards, and expectations across employees and contracted service providers.
● Performance Data & Board Reporting: Maintain and analyze operational performance and benchmark data and provide information and updates for Board reporting.
● Team Leadership & HR Management: Provide leadership and oversight for hiring, onboarding, employee relations, performance management, workforce development, and separation processes in partnership with HR. Serve as a key liaison among field leadership, employees, accounting, and HR to support consistent communication, accountability, and employee development.
● Scheduling & Budgeting: Approve deployment schedules for all district personnel and contracted services. Collaborate with senior leadership to design operational programs aligned with the Board-approved budget.
● Field Leadership & Performance Data: Maintain a regular and visible presence throughout the districts to monitor service delivery, support field leadership, identify operational needs, and reinforce service standards. Collect, organize, and maintain operational performance metrics and benchmarks for leadership and Board reporting.
● Community Relations: Represent the DCID and RMCID with the general public, Downtown businesses, public- and private-sector partners, planning committees, community stakeholders, and the media when authorized.
● Training, Culture & Recognition: Maintain and update the operational training syllabus, coordinate regular training for Ambassadors, and oversee employee recognition and engagement activities, including event planning, logistics, and staff communication.
● Operational Excellence & Continuous Improvement: Evaluate program and operational effectiveness; monitor service delivery, incident trends, staffing needs, contractor performance, and operational metrics; and develop and implement strategies to improve services and ensure programs consistently meet CID standards.
Qualifications
● Experience: 5+ years of progressively responsible supervisory or operations leadership experience, including at least 2 years in a senior or upper-level management role.
● Team Scale: Demonstrated experience leading a large, multi-level or field-based workforce; experience overseeing 60+ supervisory and line-level employees preferred.
● Local Knowledge: Strong familiarity with Downtown Kansas City and its business, civic, and community environment preferred.
● Licensing: Must be eligible and able to obtain and maintain the required Class A Security License within the required timeframe.
● Skill Set: Strong background in operations, program implementation, vendor or contractor management, administration, budgeting, and financial planning. Demonstrated ability to establish service standards, use performance metrics to drive accountability, and respond effectively to changing operational priorities. Excellent public speaking and communication skills.
● Technical Skills: Proficient with Microsoft Word, Excel, and Google applications, with a comfort level managing digital data collection devices.
● Collaboration: Demonstrated ability to work collaboratively with senior management, staff, public sector representatives, and private stakeholders.
Position & Work Requirements
- Position Type: Full-Time, Salary, Exempt
- Work Schedule: Full-time position with regular in-district presence. Occasional early mornings, evenings, weekends, or response to operational needs outside normal business hours may be required.
- Physical & Field Requirements: This role requires regular work throughout the districts and may involve extended walking, standing, outdoor work in varying weather conditions, and travel between district locations.
Benefits
● Health, Dental, Vision, and Life Insurance
● Short-term and Long-term Disability Insurance
● 401(k) Retirement Plan
● Paid Holidays
● Annual Leave and Sick Leave
How to Apply
Please submit a resume and a brief cover letter explaining your interest in the position and alignment with DCID and RMCID’s mission.
The DCID and RMCID are equal opportunity employers and maintain a drug-free workplace. Employment decisions are made without regard to any status protected by applicable federal, state, or local law. Reasonable accommodations are available to qualified applicants and employees with disabilities in accordance with applicable law.
Applicants who require a reasonable accommodation during the application or interview process may contact a management representative.