Director of Operations

ML Property Group LLC•Charlotte, NC

About The Position

The Director of Operations is primarily responsible for the tactical management, execution, and effective communication of the company’s strategic direction across a portfolio of apartment communities in a geographic area. The role oversees investment objectives, sales goals, marketing, personnel, customer experience, curb appeal, and financial objectives. The position is scheduled for 40 hours in a regular work week; as a salaried, exempt employee, additional hours may be required to fulfill its responsibilities. The employee must be able to perform essential job functions unaccompanied. The Director of Operations hires, trains, and develops Community Managers; directs portfolio performance and financial operations; oversees budgets, sales, marketing, customer experience, asset inspections, and company programs; and partners with corporate and renovation teams to maintain and improve asset value. The role also evaluates market conditions and portfolio trends, addresses customer and online-review concerns, monitors collections, and escalates legal, risk, liability, and life-safety issues. The position requires multi-site apartment management experience, strong financial, leadership, sales, marketing, communication, and organizational capabilities, and the ability to travel, work long hours, and conduct asset inspections. Proficiency with Microsoft Office, OneSite, RealPage products, and social media tools is required. A valid driver’s license, current auto insurance, and reliable personal transportation are required. The role works in offices, meeting and training rooms, and residential or commercial settings, and includes frequent or constant standing and walking along with other physical activities described in the posting. Candidates must pass a drug screen and extensive background check.

Requirements

High school degree required.
At least 3 years of multi-site apartment management, Regional Manager, or Regional Vice President experience.
Ability to recognize opportunities and take action to improve teams; make staffing decisions and facilitate ongoing performance management; meet stringent deadlines; multitask; and adapt to and guide teams through change.
Demonstrated success managing working relationships within a diverse workforce.
Exceptional financial management skills and expertise in budgeting and forecasting.
Strong interpersonal, leadership, and customer service skills.
Significant sales and marketing experience, including sales training and goal setting, market analysis, market-plan creation, and implementation.
Ability to travel, work long hours, and conduct asset inspections.
Proficiency in Microsoft Excel, Word, and Outlook.
Proficiency and working knowledge of OneSite property management software, RealPage products, and social media tools.
Valid driver’s license and current automobile insurance; must furnish reliable personal transportation.
Excellent written and verbal communication skills for communicating with residents, prospects, employees, peers, vendors, and owners.
Strong organizational skills.
Basic understanding of Federal, State, and local Fair Housing laws.
Ability to perform essential job functions unaccompanied.
Must pass a drug screen and extensive background check.

Nice To Haves

College degree preferred.

Responsibilities

Understand and support the organization’s mission, vision, strategy, culture, goals, and objectives.
Hire, train, develop, and onboard Community Managers, and ensure each community has qualified, high-performing leadership.
Manage execution of national programs, policies, and procedures, including performance evaluations, budgets, customer and associate experience, unit availability, and product readiness.
Establish monthly and weekly sales-goal processes and oversee sales performance evaluation and management.
Evaluate portfolio operations strategically, considering the effects of current decisions on future operations and financial projections.
Meet and exceed portfolio revenue, expense, and sales goals.
Partner with DI and corporate support teams to maintain and improve asset value.
Conduct regular and random community visits and inspections, ensure standards are followed, and follow up on major findings until resolved.
Conduct quarterly meetings with Community Managers about current issues.
Oversee annual and monthly budgets for each asset in alignment with pro forma expectations.
Proactively manage portfolio financial operations and key performance indicators monthly.
Review market conditions with Community Managers monthly to set unit prices in line with market conditions and budget goals; shop competitors in person at least twice per year.
Identify, assess, and report portfolio and market trends that may affect operations or goal achievement, and develop and execute action plans.
Work with corporate staff to improve learning and development programs.
Monitor portfolio collection efforts for policy adherence and achievement of collection goals.
Review social media, online reviews, and customer opinions; ensure community-level action is taken to resolve concerns and respond appropriately to reviews and customer needs.
Track, review, and escalate pending legal or risk-management concerns.
Identify and seek resolution of potential liability or life-safety issues.
Understand reports and tools available to portfolio teams and help evaluate and respond to results and usage needs, including tools such as OneSite, Info Tycoon, and Grow.
Approve capital projects and major expenses as required by company policy.
Assist with due diligence for new assets and maintain performance of assets being considered for disposition.
Execute established value-add and asset-improvement goals in coordination with the renovation team, including rent growth and unit-turn completion.
Demonstrate initiative, service and quality focus, safety awareness, integrity, dependability, teamwork, respectful communication, financial responsibility, and a positive, entrepreneurial approach to work.