VP, Community Operations

Overview

The Vice President of Community Operations is responsible for the oversight of day to day property and services operations for an assigned portfolio of communities, to ensure profitable and optimal operational performance of the communities as well as ensuring customer/client satisfaction. This includes developing skilled and qualified site and regional teams, a proven ability to develop and implement property strategic goals as well as develop marketing and business plans. This role is focused on our VA/MD/DC portfolio region. 

Responsibilities

Revenue and NOI

• Responsible for the oversight of the assigned portfolio with direction to the Regional Managers, to ensure that the properties are generating the highest possible revenue and generating maximum NOI to meet the owner’s goals and objectives.
• Assist in development and implementation of individual property strategic goals within assigned portfolio.
• Accountable for coordination and implementation of the annual budget process within the assigned portfolio, including the preparation and distribution of budget packages, budget expectations and budget due dates to the RM’s.
• Performs detailed analytical review of property prepared budgets
• Responsible for monitoring financial performance of the assigned communities, notifying the SVP of any material variances and ensuring that pro-active actions are taken to correct deviations from the budgets.
• Analyze trends and financial results and identify and implement ways to improve.

Management Operations

• Accountability for operational consistency across the assigned portfolio, working with the RMs.
•  Set the direction of the assigned portfolio to ensure that management practices are up to date and in line with corporate standards.
• Work with Business Development on transition of assigned properties from Business Development to Operations.
• Establishes and maintains a formal communication program with the operations team.
• Assist in hiring and maintaining property managers to oversee all aspects of the property management of assigned properties.
• Provide training and career development to operations employees.  Work with HR to ensure appropriate training and hiring practices are in place to bring in top talent.

Customer Service

• Ensure that customer service (both resident and client) is consistent and at a high standard that exceeds the expectation of the customer.  Establishing benchmarks to effectively monitor and measure customer satisfaction.
• Work with clients and SVP of Operations to ensure that there is a clear understanding of the client’s goals and objectives and that we are meeting them.
• Interact with clients on a regular basis to ensure satisfaction with the operations of their properties.

Leadership

• Provide positive, constructive, and effective interaction with other departments as well as with clients.
• Establishes and maintains formal communications with the shared services teams.

Results and Performance Management

• Work with Customer Management/Administrative Department on Metrics to ensure top performance for the portfolio.
• Ensure that there is a culture of cooperativeness and a highly motivated team that is skilled, productive and committed to driving company objectives.

Qualifications

• Must have a minimum of 10 years progressive property management experience within a professional management organization(s) with demonstrated responsibilities for a diverse multi-site/scattered portfolio of conventional, including experience with third party mgmt. operations.
• Must have at least 5 years experience in a multifamily leadership role(s)? 
• Experience with Class A properties and lease-ups is preferred.
• Experience with LIHTC, subsidized and/or government housing properties is preferred.
• A Bachelor’s Degree in a business discipline is required. 
• Certified Property Manager (CPM) or active candidacy for such designation is preferred.
• Proven process and operating results improvement in the areas of financial management (including budgeting and NOI), staffing/evaluating, and customer satisfaction is required.
• Strong oral and written communication skills.
• Critical and strategic thinking skillsPro-active, financial literacy, and analytical skills are required.
• Ability to travel for meetings.
• Excellent and effective people management skills.
• Strong Organizational skills.
• Strong business planning, budgeting, and reporting skills. 
• Strong Knowledge of all aspects of Property Management.
• Strong Knowledge of Revenue Management Systems.
• Must have demonstrated leadership skills with previous position.