Director of Residential Property Management

Capstone Realty Professionals•Phoenix, AZ

About The Position

This role is critical to supporting Capstone’s continued growth and ensuring our Property Management department scales with consistency and 5-star service. The Director of Property Management is responsible for the overall performance of the PM division, with full ownership of retention, revenue support, operational excellence, compliance, and the owner and resident experience. This leader drives results through people. They manage and develop a team of property managers by reinforcing our core values, establishing clear expectations, and holding the team accountable to defined KPIs. They ensure that leasing, maintenance and turns, communication, and legal compliance are executed at a high level—without breakdowns—as the portfolio grows. Success in this role means building a department that runs consistently, communicates proactively, and delivers a reliable, high-quality experience at scale.

Requirements

5+ years in residential property management operations (AZ experience preferred)
Arizona Real Estate License required
2+ years managing managers or leading a multi-person PM team
Strong working knowledge of ARLTA and fair housing compliance
Proven ability to drive operational performance, retention, and service quality
Strong understanding of the full LTR lifecycle (leasing → maintenance/turns → renewals → owner reporting)
Proficiency with property management software (AppFolio preferred)
Strong leadership, coaching, and accountability
High urgency with calm execution (no panic—just progress)
Excellent client communication and conflict resolution
Process-minded: you have and will build repeatable systems so that execution is consistent and scalable.
Detail-oriented with strong follow-through
Full-time; some after-hours availability for escalations as needed
In-office and field expectations depending on portfolio needs

Nice To Haves

Proficiency with property management software (AppFolio preferred)
5+ years in residential property management operations (AZ experience preferred)

Responsibilities

Lead, manage, coach, and develop the property management team and direct reports to consistently win in their roles.
Set clear expectations, track KPIs, and hold the team accountable to standards, service levels, and outcomes.
Continue our goal of building a culture of responsiveness, ownership, and service excellence.
Own portfolio performance end-to-end: retain doors, maintain service standards, and support profitable growth.
Reduce owner churn by identifying and resolving risk fast (communication gaps, maintenance issues, leasing delays, billing friction).
Drive revenue outcomes through owner / seller/buyer and tenant / buyer conversion pathways and accurate execution of project and management fees.
Partner with leadership to scale capacity while maintaining service levels as new doors are added.
Oversee maintenance and turns to ensure speed, quality, and cost control.
Manage vendor performance and timelines; ensure consistent, documented turn execution.
Ensure strong leasing performance: marketing readiness, application processing, approvals/denials, and lease execution.
Deliver a consistent move-in orientation that sets expectations and reduces preventable issues.
Maintain 5-star resident service through fast response times and high-quality resolutions.
Maintain 5-star owner service through proactive updates, clarity, and strong follow-through.
Serve as escalation point for complex issues to protect relationships and the Capstone brand.
Ensure full compliance with ARLTA, fair housing, and all applicable local regulations.
Maintain strong documentation and audit-ready processes (notices, leasing standards, files).
Ensure owners receive consistent updates on lease performance (rent status, renewals, delinquencies, maintenance impacts) and market performance (pricing, competition, vacancy trends, leasing strategy).
Set and enforce communication cadence and quality standards.
Improve systems and SOPs to increase consistency and efficiency (no tribal knowledge).
Build training tools and coach the team across leasing, turns, owner communication, ARLTA compliance, and move-ins.
Audit execution and implement cross-training/coverage to prevent service gaps as we grow.