How Observation, Humility, and Coaching Create Better Facility Leaders with Maria Ruiz of UNICEF USA
What does it take to lead people through uncertainty, change, and constant operational demands? In this episode of Facility Rockstars, Jay Culbert sits down with Maria Ruiz, Facilities and Operations Manager at UNICEF USA, to discuss the leadership lessons she’s learned across healthcare, nonprofit, and corporate environments.
Maria shares why learning not to take things personally transformed her leadership approach, how succession planning extends far beyond retirement, and why empathy, mentorship, and continuous improvement are critical for building resilient teams. From managing difficult personnel decisions to creating trust through daily check-ins, Maria offers practical insights for facilities professionals looking to become stronger leaders while supporting the people around them.
Takeaways:
Don’t take challenges personally. Pause, seek context, and focus on what the situation can teach you. Maria emphasized that some of her biggest leadership growth came from learning to step back before reacting. By seeking to understand the circumstances, perspectives, and motivations behind a situation, leaders can turn setbacks and difficult conversations into valuable learning opportunities.
Succession planning should account for retirements, leaves of absence, injuries, and unexpected organizational changes. Too often, succession planning is viewed only through the lens of retirement, but Maria highlighted the importance of preparing for any scenario that could create a gap in leadership or operational knowledge. Building processes, documentation, and cross-training into everyday operations helps teams remain resilient when unexpected changes occur.
Observation is a critical leadership skill. Some of the most important processes are often undocumented and learned through listening and watching. Maria shared how paying attention to behaviors, workflows, and unspoken routines helped her understand organizations more effectively than any manual could. Leaders who take the time to observe their environment often uncover opportunities for improvement that others overlook.
Knowledge sharing is essential. Information that stays with one person creates risk for the entire organization. Encouraging team members to document processes, communicate insights, and share expertise helps create a stronger and more adaptable team. When knowledge is openly shared, organizations are better prepared to navigate turnover, growth, and unexpected challenges.
Regular personal check-ins build trust, strengthen culture, and help teams feel supported. Maria believes that effective leaders check in on people, not just projects. Simple conversations that focus on an employee’s well-being can create stronger relationships, improve engagement, and foster a culture where team members feel valued and supported.
Great leaders invest in coaching, mentorship, and continuous learning to identify blind spots and improve their effectiveness. Maria spoke about the value of having mentors and professional coaches who can offer an outside perspective. By remaining open to feedback and guidance, leaders can continue growing, challenge their own assumptions, and become more effective in supporting their teams.
Continuous improvement is a daily practice that starts with asking questions, challenging assumptions, and staying curious. Rather than treating improvement as an occasional initiative, Maria views it as an ongoing mindset. Consistently asking “why,” seeking root causes, and looking for better ways to work helps organizations become more efficient, adaptable, and prepared for future challenges.
Quote of the Show:
“We’re behind the scenes, but always on the front lines, and the front lines are tough.”
Links:
Website: https://www.unicefusa.org/
The Toyota Way by Jeffrey Liker: https://a.co/d/0j0d9AoN
Extreme Ownership by Jocko Willink and Leif Babin: https://a.co/d/07a90UL9