Director Customer Operations Jobs in Puerto Rico

Responsible in managing, leading, coordinating, and administering multiple projects at separate locations from the conceptual stages through planning, engineering, procurement, construction, start-up, performance testing, initial operations, and prime contract close-out. Responsible for assisting Business Development in expanding current work scope, developing proposal technical and pricing strategies, and preparing proposal execution strategies/plans. Also supports communications and presentations to customers. Supervises the development of budgets and schedules, manages performance, reports progress, and initiates action to assure project objectives and schedules are met, and work is performed within budget and according to specifications. Resolves problems and manages the final turnover of the project to the customer. Provides leadership for the development and maintenance of a high-performance project team. Has overall management responsibility for project execution, ensuring the project is delivered within contract requirements, standards of ethics, quality and safety, and to Customer and Lemartec performance expectations.

The Project Director (PD) will lead a team of senior project managers, project managers, field staff and assigned support staff across various projects, and is responsible for managing those projects at a strategic level. The PD is the primary point of contact, managing the project teams, resources, and financials to ensure that the projects deliver value to stakeholders, are delivered to industry best standards of quality and safety, are on schedule and on budget, and meet technical and contractual requirements.  The PD regularly reviews progress reports and acts to align the development of the project within the broader goals of the organization through staffing, financial, or other adjustments.  The PD will provide coaching, guidance, direction, and leadership to the project teams in relation to various issues, risks, activities, general management, and project approach.

Location & Travel Details

You’ll get the opportunity to travel across the US, helping our team build infrastructure projects. This is a traveling position, requiring travel up to 100% of the time. You may support projects located in various states throughout Puerto Rico. Potential project locations and additional locations are added frequently as our organization continues to grow.

Company Overview

Founded in 1979, Lemartec is a national general contractor and construction management firm and is part of the General Building group within MasTec’s Clean Energy and Infrastructure segment.

As MasTec’s vertical construction arm, Lemartec delivers complex projects across industrial, aviation, power, and large commercial markets. Led at the segment level by Manny García-Tuñón, the General Building Operating Group represents MasTec’s vertical construction capabilities and serves as the platform for future growth in this space.  As a MasTec company, Lemartec maintains international capabilities and strategic partnerships throughout the Americas and the Caribbean, enabling the execution of some of the most complex projects in the industries we serve. Through MasTec’s network of more than 22,000 professionals and subject matter experts in Engineering, Procurement, and Construction across over 400 locations throughout North America and the Caribbean, Lemartec is uniquely positioned to serve a diversified customer base.

With experience across all 16 disciplines of construction, Lemartec combines deep technical expertise with the strength, scale, and financial backing of MasTec to successfully deliver projects of any size and complexity.

MasTec’s Clean Energy & Infrastructure (CE&I) segment generates over $4 billion in annual revenue, providing construction services across industrial, renewables, and infrastructure sectors. In infrastructure, we specialize in general heavy civil construction, underground utilities, structures, electrical work, material production, roadways, bridges, specialty pavement overlays, environmental projects, and commercial buildings. Sustainability and safety are foundational to our culture and influence everything we do. 

MasTec, a minority-owned Fortune 500 company, has shaped the construction industry for more than 90 years. With over 35,000 employees and 400 offices nationwide, we provide flexibility and career growth in dynamic work environments. Join one of the largest construction firms in the country (Engineering News-Record [ENR]: #1 in Power, #17 Top 50 Domestic Heavy Contractors, #20 Transportation Contractor).

Supervision Received

• Reports to and receives strategic project (P&L) guidance from the assigned Vice President of Strategic Operations.
• Receives functional and technical guidance from the Director of Project Services.

Supervision Exercised

• Provides direction to assigned project reports, including senior project managers, project managers, field staff, and assigned support staff across various projects.

Contacts

• Acts as the principal contact for the project scope of work with Customers and Lemartec management throughout the duration of the project.
• Maintains contact with management personnel from suppliers, subcontractors, and governmental agencies as appropriate.
• Maintains management-level relationships with other participating entities responsible for performing services in connection with the project, including organizations in the community.

Project Planning & Execution

• Assists Business Development in developing win plans, preliminary project execution plans, estimating plans, proposal plans, proposals, and contract formulation.
• Reviews draft prime contract and proposal documents; develops prime contract strategy and plan.
• Participates in prime contract negotiations, including client/customer deliverables and schedules.
• Ensures proper and clear Division of Responsibility (DOR) and integrated work processes.
• Establishes an appropriate, integrated organizational structure, including off-project functional and specialist support.
• Defines and communicates roles, responsibilities, and authorities to project team members and the Customer to ensure project completion safely, on budget, on schedule, and in compliance with standards and regulations.
• Ensures scope, design basis, and objectives are defined, best practices/lessons learned reviewed, and detailed work plans, schedules, budgets, and procedures are established, including Project Execution Plan and Contract Management Plan.
• Promotes constructability reviews during project execution.

Project Monitoring & Control

• Monitors and controls all contractual commitments to ensure compliance with specifications, drawings, and terms of the contract.
• Implements and maintains a change management control system; ensures all Customer communications on the prime contract are documented.
• Facilitates development, communication, implementation, update, and continual use of the Project Execution Plan.
• Reviews and approves Project Control systems to measure progress/performance, provide early warning of deviations, and identify corrective actions.
• Identifies quality requirements and ensures processes achieve contractual quality commitments; assesses customer perception of quality periodically.
• Oversees the Environmental, Health & Safety program for office, field, and subcontractor activities.
• Ensures design complies with applicable EH&S laws and regulations.
• Oversees Document Control and Records Management; coordinates documentation and software turnover packages to the client.
• Reviews and approves bid tabulations for major purchase orders, contracts, and subcontracts; approves critical changes per delegated authority.
• Directs the preparation and presentation of Project Status Reports (PSR) to Lemartec management.
• Monitors cash flow, informs the Customer of cash requirements, and controls budget for non-reimbursable costs.
• Assists in training new project managers and personnel; establishes plans for ongoing training opportunities.
• Promotes Continuous Improvement (CI) and Total Installed Cost (TIC) concepts across project teams; encourages team building.
• Conducts periodic project and Customer meetings to promote communication, review progress, discuss issues, and facilitate problem resolution.
• Manages documentation 

Project / Program Management

• Manages strategic aspects of large engagements and mitigates risk.
• Oversees Project Managers and managers on client engagements.
• Reviews high-level deliverables across practice.
• Ensures engagement reviews and quality assurance procedures occur.
• Provides leadership across all assigned projects.
• Develops, implements, and maintains sound business practices and strategic objectives aligned with Lemartec initiatives.

Project Financial Reporting

• Reports profit and loss figures; consolidates and analyzes profitability, revenue, margins, bill rates, and utilization.
• Creates pipeline forecasts and broad-based financial pictures.
• Addresses and resolves billing issues.
• Ensures practice meets or exceeds budgeted financial objectives.
• Develops and meets revenue and financial goals; negotiates contract pricing when necessary.

Business Development

• Provides leadership and guidance throughout the sales cycle.
• Leads strategic account identification and development.
• Engages Business Development as appropriate to achieve sales goals.
• Manages business development at a strategic level.
• Grows long-term client relationships and capitalizes on partnership opportunities.

Communication

• Keeps practice informed of changes and newsworthy events within Lemartec.
• Communicates relevant practice information to the Director of Construction Operations.
• Handles difficult personnel situations with discretion, HR advice, and respect.
• Promotes Lemartec via industry conferences and local business organizations.
• Technical Understanding
• Evaluates and redesigns practice offerings.
• Guides clients on technical solutions.

Teamwork

• Reinforces a team approach on client projects and internal initiatives.
• Supports and solicits input from all team levels.
• Ensures regular team and practice events occur outside the office.

Client Management

• Communicates with clients to identify needs and evaluate business solutions.
• Continuously seeks to increase customer satisfaction and deepen relationships.
• Maintains lasting client relationships and resolves issues at a senior level.

Innovator Development

• Enforces performance evaluation and career development programs.
• Guides Project Managers on career planning importance.
• Creates an environment for professional growth.
• Assigns tasks to managers that enable growth opportunities.

Internal Operations

• • Reviews status reports of Project Managers; addresses issues as appropriate.
  • Provides expertise to internal teams and task forces.
  • Enforces standard policies and procedures.
  • Maintains knowledge of Lemartec organization, policies, QA/QC, Safety, and industry processes.
  • Organizes and staffs project teams effectively within a matrix organization.
  • Applies knowledge of front-end activities, including Best Practices, Constructability, Risk Analysis, Contingency Evaluation, and Estimate/Proposal Review Process.
  • Uses Lemartec standard tools and procedures for Project Controls, Financial Management (PSR, Sage), Automation, Records Management (Procore), and Root Cause Analysis.
  • Develops and implements project baselines: Scope Definition, Roles/Responsibilities, Estimates, Resource-Loaded Schedules, Progress/Performance Metrics, Reports, and Action Tracking.
  • Demonstrates business and commercial awareness, including cash flow management and conserving Lemartec capital.
  • Experienced in Project Execution Plan development, Continuous Improvement, Schedule Management, Prime Contract/Subcontract formulation, Risk Analysis, Negotiations, Change Control, Cost Trend Programs, Documentation Management, Insurance, and Bonding.
  • Possesses strong oral, written, graphic communication, and presentation skills.
  • Conducts effective meetings.

Work Experience and Education

• Bachelor’s degree in Architecture, Engineering, or Construction Management.

• 15 years of experience as a Senior Project Manager on commercial and/or industrial projects.

• 5 years of experience as a Project Director.

Knowledge, Skills, and Abilities

• Ability to travel within the U.S./Puerto Rico.
• Experience managing projects exceeding $250M in value.
• Design-build project experience.
• Experience with budget control and value engineering.
• In-depth knowledge of all design disciplines, specifications, and drawings.
• Proficiency in planning and scheduling using Primavera P6.
• Advanced skills with Microsoft Office Suite – Excel, Word, Outlook.
• Working knowledge of standard construction accounting software – Viewpoint Vista, Sage 300 CRE, etc.
• Working knowledge of standard Project Management software – Procore.
• Excellent communication, presentation, and interpersonal skills.
• High degree of professionalism and strong work ethic.
• Preferred Bilingual: English/Spanish

What's in it for You

Financial Wellbeing

• Competitive pay with ongoing performance review and merit increase
• 401(k) with company match & Employee Stock Purchase Plan (ESPP)
• Flexible spending account (Healthcare & Dependent care)

Health & Wellness

• Medical, Dental, and Vision insurance (plan choice) - coverage for spouse, domestic partner, and children
• Diabetes Management, Telehea...