Director of Program Management (RES)

Apartment Life

11h

About The Position

The Director of Program Management (DPM) will be responsible for creating and leading an excellent Apartment Life experience for coordinators and clients with Apartment Life (AL) in Resident Services. This leader will hire and lead staff members, coordinators, champion program excellence, and ensure that our clients keenly understand and experience the value of AL programs.
The Director of Program Management will be responsible for assisting in moving Resident Services towards continued program health. This leader will collaborate with the VP - Program Management, partner with other Directors of Program Management, provide oversight and training elements to new and existing Program Directors, and keep the annual plan top of mind for our teams. The Director of Program Management brings a greater level of accountability and oversight for Program Directors to establish consistent processes and ensure healthy team culture. This leader will be passionate about the vision and mission of AL and develop the character and competence necessary to establish program management excellence for their defined territory.

Requirements

• Bachelor’s Degree required.
• Full time, 40 hours per week.
• Must be able to serve multiple timezones.
• Must have experience as a Senior Program Director.
• Excellent communication skills (verbal/written/typing)
• People management skills
• Networking skills
• Customer service skills
• Time-management/Organization
• Conflict resolution
• Professionalism
• Tech/Computer Skills
• Strategic thinking

Responsibilities

• LMA (Lead, Manage, Hold Accountable) + Culture – Provide direct leadership and coaching to PDs and Sr. PDs, ensuring they are onboarded, equipped, and accountable for program excellence.
• Provide leadership, oversight, and accountability for coordinators, contributing to successful program health, growth, impact, and client satisfaction goals.
• Carry an appropriate program load and/or provide coverage for programs as outlined in program management pathways for each role and tenure.
• Ensure Day-to-Day Program Excellence – Oversee execution of weekly and monthly rhythms, best practices, and detailed program management tasks that drive consistent quality and measurable impact.
• Strengthen Client and Coordinator Relationships – Support PDs in maintaining strong, healthy relationships with both property partners and coordinators, including stepping into escalated situations and/or building relationships with clients and coordinators as needed.
• Hold accountable to thriving results as measured by satisfaction scores and decreased preventable drops.
• Drive Accountability and Performance – Set clear expectations, review progress regularly, and hold PDs accountable for program success.
• Collaborate Cross-Functionally – Work with VPs, peers, growth team members, and support departments to align on strategies, meet program and impact goals, and ensure details are executed with excellence in the field.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager