Director of Property Management Operations

OPEN TO RELOCATION CANDIDATES WHO ARE WILLING TO MOVE TO LAS VEGAS, NV

The Director of Property Management Operations is responsible for providing strategic leadership and operational oversight across a diverse portfolio. This role oversees a team of regional managers and ensures consistent, high-performing operations across all communities. The Director will lead operational strategy, drive customer service excellence, strengthen training and development across the organization.

Key Responsibilities

Operational Leadership

• Provide leadership and oversight for operations across 8,000 market-rate units.
• Manage, develop, and support Regional Managers overseeing the full portfolio.
• Ensure consistent execution of company policies, procedures, and performance standards across all communities.
• Partner closely with Asset Management to align operational performance, reporting, and strategic initiatives.
• Implement operational processes and systems that reflect third-party management best practices.

Customer Service Excellence

• Lead the development and implementation of customer service standards across the portfolio.
• Ensure resident satisfaction is a core focus at all levels of property operations.
• Introduce customer service initiatives, communication standards, and accountability measures.
• Support Regional Managers and onsite teams in resolving complex resident issues and elevating the resident experience.

Leadership, Training & Development

• Promote and strengthen a values-driven culture throughout the property management organization.
• Build leadership capability within the Regional Manager team and support both tenured and newer managers.
• Oversee the creation of training programs, onboarding processes, and professional development initiatives.
• Ensure ongoing coaching, performance management, and mentorship across property teams.

Performance Management & Financial Oversight

• Monitor and drive key performance indicators, including occupancy, NOI, delinquency, turn times, maintenance performance, and resident satisfaction.
• Review and support budget creation, financial reporting, and forecasting with Regional Managers.
• Identify operational gaps or underperforming assets and develop targeted improvement plans.
• Utilize systems, data, and reporting tools to create operational transparency and consistency.

Cross-Functional Collaboration

• Partner with development, construction, lifestyle, revenue management, and asset management to support business objectives.
• Participate in new community openings, lease-ups, major renovations, and capital projects.
• Support communication between onsite teams and ownership to ensure alignment on goals and expectations.

Qualifications

• 10 years of progressive experience in multifamily property management.
• Prior experience working within a third-party management organization is strongly preferred.
• Proven experience leading Regional Managers and managing large portfolios (5,000 units).
• Proficiency with RealPage (or similar property management platforms) including reporting, workflows, budgeting, and operational modules.
• Experience developing and implementing training programs and leadership development initiatives.
• Ability to lead diverse teams with varying levels of experience and tenure.
• Excellent communication, organizational, and leadership skills.