Director of Operations

Job Description

The Director of Operations will report and support the VP of Asset Management and implement best practices in operations and ensure operational consistency to maximize the asset value of a 16,000-unit multifamily portfolio nationally.

Key Responsibilities

KPI & Performance Management

Develop KPIs across all functions including sales, collections, maintenance, and financial reporting
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
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

Standard Operator Procedures

Develop, implement, and enforce standardized operating procedures across all functional areas
Define and maintain a comprehensive library of portfolio-wide Standard Operating Procedures (SOPs), ensuring operators adopt, train, and execute them consistently across all communities
Regularly audit operator adherence to SOPs, identify breakdowns in workflow execution, and provide targeted recommendations to improve consistency, efficiency, and compliance
Ensure adherence to Fair Housing, ADA, and regulatory compliance across all communities; escalate risk exposures

Marketing & Communication QA

Review and test all marketing (including property website) materials for accuracy and brand alignment
Evaluate prospect communication flows for responsiveness and clarity and provide recommendations to the operator for training, corrective action and system improvements
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
Analyze marketing spend versus performance metrics and recommend optimizations. Review leasing calls and communication to improve conversion
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

Prospect Tour Experience, Property Conditions, & Vacancy Oversight

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
Evaluate tour path cleanliness and readiness
Provide and track recommendations to improve conversion readiness
Audit long-term all vacant units for true rent-ready condition
Verify no outstanding maintenance or presentation issues
Validate consistency and timeliness of make-ready workflows
Review balcony conditions for maintenance and compliance
Identify safety hazards and deferred maintenance concerns

Reputation Management

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
Identify recurring themes in negative reviews and partner with the operator to implement corrective action plans that address root causes and improve resident satisfaction
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
Track reputation performance against internal and industry benchmarks; highlight risk areas and escalate persistent issues to Asset Management and the operator
Collaborate with the operator to develop reputation-improvement strategies tied to maintenance responsiveness, communication, service recovery, and resident retention initiatives

Maintenance Operations Review

Audit maintenance request history for aging work orders and repeat issues
Review maintenance pipeline for prioritization and SLA compliance
Verify completion of life-safety and preventative maintenance schedules
Inspect common areas, amenities, grounds, and signage for cleanliness and upkeep
Ensure capital projects are completed timely and has multiple bids
Review and provide recommendations on contracts and expense savings

Reporting & Scorecards

Compile findings into a standardized QA scorecard
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
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

Skills And Experience

Based in Dallas
7+ years of previous on-site operations experience in a Regional Manager, Multi-Site Manager, or similar leadership role in multifamily
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
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
Bachelor’s degree, preferably in Business, Finance, Real Estate, or other relevant area
Ability to communicate complex issues effectively and professionally, both verbally and in writing
Excellent interpersonal, communication and listening skills to collaborate with various teams
Ability to understand and interpret market trends, third party market reports, and operator market competitor surveys
Strong self-starter that thrives in a fast paced, dynamic environment with multiple and evolving priorities and deadlines
Open to 25% travel nationally

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