Director - Living Property Operations

Hines•Chicago, IL

1d•Hybrid

About The Position

The Director of Living Management plays a key leadership role in shaping and governing operational standards, programs, policies, and reporting frameworks for Hines’ residential and mixed-use portfolio. This position partners with property, continental, and fund teams to support operational strategies and ensure alignment with firmwide goals. The Director oversees the development and implementation of procedures that promote consistency, quality, and resident satisfaction, and may support on-site teams in assessing operational performance, identifying areas of risk, and delivering training to reinforce compliance and best practices.

Requirements

Bachelor’s degree Communications, Public Relations, Marketing, Hospitality/Event Management, Human Resources or Organizational Psychology from an accredited institution preferred or equivalent years of direct experience required.
7+ years of progressively responsible experience in residential or multifamily maintenance operations
Proven leadership of geographically distributed teams, including oversight of vendor performance and staff development.
Demonstrates deep expertise in multifamily and mixed-use community management, applying operational strategies that drive premium rents, maximize asset performance, and enhance the resident experience.
Develops and governs toolkits, policies, and procedures that ensure unit readiness, seamless move-ins, efficient turn processes, and monetization of amenities and services.
Maintains fluency in community operations systems (e.g., property management software, leasing platforms, and data dashboards) to support scalable execution and consistent service delivery across diverse property types.
Leverages occupancy, rent roll, and service utilization data to inform decisions that increase retention, optimize pricing strategy, and improve the profitability of ancillary offerings.
Applies critical thinking and structured planning to identify inefficiencies, mitigate risk, and develop innovative approaches that align with both resident needs and ownership objectives.
Continuously evaluates performance metrics and benchmarking insights to refine strategies and maintain a competitive market position.
Communicates clearly and persuasively with internal stakeholders, property teams, and ownership groups, ensuring alignment on strategic goals related to occupancy, rent optimization, and service standards.
Collaborates cross-functionally with Marketing, Operations, Asset Management, and Learning & Development to integrate resident experience strategies into broader business objectives.
Leads the development and dissemination of toolkits, templates, and messaging that standardize service delivery while allowing for localized execution and community-specific adjustments.
Provides strategic leadership and mentorship to Living Management teams, fostering a performance-driven culture grounded in resident satisfaction, operational excellence, and financial stewardship.
Champions a resident-first mindset while instilling accountability and professional development across property-level and corporate leadership roles.
Serves as a visible ambassador for Hines’ values and Living brand standards, empowering teams to build strong community connections, deliver premium service experiences, and uphold occupancy goals across the portfolio.
Regular virtual collaboration with cross-functional and geographically dispersed teams via video conferencing, email, and collaborative platforms (e.g., Microsoft Teams, Zoom, SharePoint).
Domestic and occasional international travel required to support global property teams, attend strategic meetings, vendor evaluations, or participate in special projects or training sessions.
Physically navigates building systems, including climbing stairs or ladders and accessing equipment rooms, as needed for inspections, emergency drills, or operational reviews.
Must be available outside of standard business hours to provide 24/7 support during emergencies, including on-site leadership in the event of natural disasters or critical incidents.

Responsibilities

Provide strategic leadership for Hines’ Living Management platform across multifamily and mixed-use properties, driving premium rent strategies and high occupancy through operational excellence and exceptional resident experience.
Develop and govern policies, procedures, and standards that directly support rent optimization, monetizable services, and differentiated community offerings to enhance asset value and competitiveness.
Oversee service partner performance with a focus on delivering elevated amenities and premium resident services that justify top-tier rental pricing and increase retention.
Identify, evaluate, and implement technology platforms that enhance resident convenience, enable service monetization (e.g., concierge, smart home integration), and support proactive lease management.
Contribute to firmwide initiatives that improve operating margins, unlock new revenue streams, and position Hines communities as market leaders in lifestyle, hospitality, and convenience.
Advise on community design and amenity programming during development, lease-up, and repositioning phases to ensure offerings align with target demographics and support premium pricing.
Lead or support regular community experience assessments focused on amenity utilization, resident satisfaction, and service delivery quality—all factors impacting lease renewals and rent growth.
Build strong partnerships with internal stakeholders and external providers to align community operations with financial goals and brand positioning.
Collaborate cross-functionally to develop scalable toolkits that streamline operations, enhance upsell opportunities, and improve the consistency of premium service delivery.
Leverage data on occupancy trends, rent roll performance, amenity usage, and resident feedback to inform dynamic pricing, retention strategies, and service investment decisions.
Mentor property and community managers on strategies for revenue growth, hospitality-driven management, and proactive engagement to reduce vacancy and turnover.
Partner with Learning & Development to deliver training that equips teams to maximize rent potential through superior service, amenities management, and resident relations.
Coordinate with Central Operations, Asset Management, and Risk to ensure all community practices contribute to long-term asset appreciation and occupancy optimization.
Contribute to pilot programs and innovation initiatives that test new monetization models (e.g., flexible leasing, premium access tiers, or amenity subscriptions).
Represent Hines in resident forums and industry platforms as a leader in community-focused strategies that deliver measurable financial outcomes and tenant loyalty.