Director of Operations - Multifamily

Description

• Identify recurring themes in negative reviews and partner with the operator to implement corrective action plans that address root causes and improve resident satisfaction
• Partner with Asset Management and internal stakeholders to assist in the development of a business intelligence (BI) system, including defining data logic, measurement standards, and performance thresholds to ensure accurate and actionable reporting across the portfolio
• Ensure capital projects are completed timely and has multiple bids
• Identify safety hazards and deferred maintenance concerns
• Verify completion of life-safety and preventative maintenance schedules
• Verify no outstanding maintenance or presentation issues
• Benchmark portfolio and industry performance to identify gaps; partner with onsite teams and Asset Management to provide targeted improvement plans. Review qualifications standards and approval process to ensure consistency and efficiency
• Collaborate with the operator to develop reputation-improvement strategies tied to maintenance responsiveness, communication, service recovery, and resident retention initiatives
• Review and test all marketing (including property website) materials for accuracy and brand alignment
• Manage and conduct secret-shop inquiries to validate follow-up effectiveness. Review shop scores and develop and implement improvement plans for communities that did not pass
• Review response quality and timeliness on resident and prospect reviews and provide guidance to the operator to ensure responses are professional, consistent, and brand aligned
• Review maintenance pipeline for prioritization and SLA compliance
• Analyze marketing spend versus performance metrics and recommend optimizations. Review leasing calls and communication to improve conversion
• Develop KPIs across all functions including sales, collections, maintenance, and financial reporting
• Track reputation performance against internal and industry benchmarks; highlight risk areas and escalate persistent issues to Asset Management and the operator
• Regularly audit operator adherence to SOPs, identify breakdowns in workflow execution, and provide targeted recommendations to improve consistency, efficiency, and compliance
• Develop, implement, and enforce standardized operating procedures across all functional areas
• Compile findings into a standardized QA scorecard
• Evaluate prospect communication flows for responsiveness and clarity and provide recommendations to the operator for training, corrective action and system improvements
• Validate consistency and timeliness of make-ready workflows
• Inspect common areas, amenities, grounds, and signage for cleanliness and upkeep
• Audit in-person, self-guided, and virtual tours for professionalism and high level of customer experience to ensure conversion rates are above industry standards and meet KPIs
• Review and provide recommendations on contracts and expense savings
• Audit long-term all vacant units for true rent-ready condition
• Provide operators and asset managers with scorecards that highlight risks, trends, and required actions, ensuring accountability and follow-through and Monitor operator progress on action plans and escalate when performance gaps persist
• Evaluate tour path cleanliness and readiness
• Define and maintain a comprehensive library of portfolio-wide Standard Operating Procedures (SOPs), ensuring operators adopt, train, and execute them consistently across all communities
• Recommend operational and training improvements based on findings. Identify performance gaps, risks, and improvement opportunities and communicate them through structured reporting to Asset Management and management partners
• Audit maintenance request history for aging work orders and repeat issues
• Provide and track recommendations to improve conversion readiness
• Monitor online reputation scores, resident feedback, and review trends across platforms (Google, Yelp, Apartments.com, social media) and provide targeted recommendations to the operator for service, communication, or process improvements
• Review balcony conditions for maintenance and compliance
• Ensure adherence to Fair Housing, ADA, and regulatory compliance across all communities; escalate risk exposures
• Identify gaps in leasing execution and partner with the operator to develop and implement training focused on sales effectiveness, closing strategies, and follow-up cadence. Participate and provide recommendations on pricing and marketing spend in conjunction with all stakeholders

Requirements

• Strong understanding of day-to-day on-site realities, pressure points, and operational workflows
• Skilled communicator who can effectively deliver feedback up, down, and across the organization
• 7+ years of previous on-site operations experience in a Regional Manager, Multi-Site Manager, or similar leadership role in multifamily
• Ability to understand and interpret market trends, third party market reports, and operator market competitor surveys
• Bachelor’s degree, preferably in Business, Finance, Real Estate, or other relevant area
• Proactive problem solver that looks for continuous improvements, develop outside of the box thinking, able to diagnosis and come up with solutions across different communities
• Ability to communicate complex issues effectively and professionally, both verbally and in writing
• Strong self-starter that thrives in a fast paced, dynamic environment with multiple and evolving priorities and deadlines
• Excellent interpersonal, communication and listening skills to collaborate with various teams
• Open to 25% travel nationally

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance