SVN | Second Story is a reputable and fast-growing real estate management firm that specializes in multifamily residential properties. We take pride in providing exceptional living experiences to our residents while maintaining high standards of property management and customer service. As we continue to expand our portfolio, we are seeking a dedicated and experienced Director of Multifamily Operations to oversee a team and more than 800 residential units across multiple properties.

Position Overview: The Director of Multifamily Operations will play a crucial role in ensuring the overall success and profitability of our diverse residential portfolio. This position will be responsible for leading and supporting a team of Property Managers in different locations, ensuring they adhere to company policies, meet operational goals, and deliver outstanding services to our residents.

Position: Director of Multifamily Operations
Reports to: VP of Operations
Works alongside: Property Manager, Accounting, Maintenance, Maintenance Coordinator, Marketing Manager
Characteristics: High Energy, Driven Leader, Superb Customer Service, Ability to Develop Systems

Key Responsibilities:

● Understand and embody company mission and core values
● Receive, review and respond to all internal and external communication in a timely manner

Team Leadership and Development:

● Provide leadership, guidance, and support to the Property Managers, Maintenance Team and Leasing Agents under your purview.

● Foster a positive and collaborative work environment, encouraging professional growth and development among team members.

● Hire and train new team members; continue development of training materials as department grows/evolves

● Conduct regular performance evaluations and provide constructive feedback to improve individual and team performance.

● Facilitate ongoing training sessions to enhance the skills and knowledge of the property management team.

● Exude and cultivate a positive mindset around customer satisfaction and winning with teamwork.

Client Relations:
● Engagement with Business Development through meeting with prospective clients to understand their needs and walk the properties.
● Onboarding new properties including staffing, MPL set up, hosting kick off meeting and subsequent Owner check ins.

● Interface with property owners to set clear objectives, goals and expectations.

Portfolio Oversight:

● Oversee the operations of multiple residential properties, comprising a total of over 800 units.
● Monitor property performance metrics, including occupancy rates, renewals, rental application traffic, and expenses, and develop action plans to improve results as needed.
● Review market pricing regularly, analyze and propose new property pricing regularly.
● Ensure compliance with all local, state, and federal regulations related to property management and fair housing practices.
● Oversee the apartment turn process in collaboration with the property manager, leasing coordinators, maintenance and accounting teams.
● Collaborate with the maintenance and leasing teams to maintain the physical condition and marketability of the properties.
Financial Management:

● Develop and manage budgets for each property, with a focus on optimizing revenue and controlling expenses.

● Analyze financial reports and identify areas for cost savings and revenue enhancement.
● Review monthly financial statements and Owner Reports, addressing any discrepancies or concerns promptly.
Resident Relations:

● Promote exceptional customer service by setting high standards for resident interactions and conflict resolution.

● Address escalated resident issues and complaints, ensuring a satisfactory resolution for all parties involved.

● Implement resident retention strategies to enhance resident satisfaction and minimize turnover.
Vendor and Contractor Management:

● Collaborate with vendors and contractors to ensure timely and cost-effective property maintenance and improvements.

● Negotiate vendor contracts and service agreements, seeking competitive pricing and quality services.

Qualifications:

● Minimum of 8 years of experience in multifamily residential property management, with a proven track record of overseeing large portfolios and leading teams

● Strong knowledge of property management best practices, leasing laws, and fair housing regulations
● Excellent leadership and communication skills, with the ability to motivate and manage a team effectively
● Proficiency in financial analysis, budgeting, and reporting
● Detail-oriented with strong organizational and problem-solving skills
● Exceptional customer service orientation and a commitment to resident satisfaction
● Demonstrated ability to handle multiple priorities and meet deadlines in a fast-paced environment

● AppFolio Property Manager software experience a plus
● Physical requirements: must be able to report in person to office and walk properties, lift 30 lbs and climb stairs

Compensation Details:
● Salary position, competitive pay
● Full Health Benefits including health, dental, vision and HSA plan
● 15 days Paid Time Off (PTO)
● All major holidays

Company Overview:
SVN | Second Story’s Property Management team works to make sure our city is thriving and our clients are satisfied. Our team comprises departments including business development, property management, leasing management, maintenance, accounting and marketing. While protecting our client's investments, we work to not only keep properties in immaculate shape but also provide the customer service needed to build relationships and enhance tenant's on-site experience. Our management portfolio includes multi-family communities as well as mixed-use developments and commercial properties.

Focused on residential and commercial property management and real estate brokerage, SVN | Second Story has a culture that provides a fun and quality work environment, room for growth and autonomy. Because we’re a young, fast growing company, we believe in effective communication, utilizing technology as much as possible for processes and operations, and thriving in a competitive environment.

The SVN® organization is a globally recognized commercial real estate entity united by a shared vision of creating value with clients, colleagues, and our communities. Our brand pillars represent the transparency, innovation, and inclusivity that enables all our offices to collaborate with the entire real estate industry on behalf of our clients. SVN’s unique Shared Value Network® is just one of the many ways that SVN offices create amazing value with our clients, colleagues, and communities.

SVN | Second Story Mission
SVN Second Story Real Estate Management adds value to our community by thoughtful and strategic stewardship of our clients’ real estate investments through collaboration, problem solving and versatility. Our firm holds space with integrity and transparency for all team members to contribute meaningfully, thrive personally and prosper professionally.

Core Values & Context
● Thoughtful, Thorough, Prepared

● At Second Story, we are kind, empathetic and proactive. We anticipate the needs of clients and tenants, whenever possible, and prepare accordingly. We strive for accuracy and timeliness in all aspects of our business.

● Stewardship
● Second Story practices and personifies gratitude. The mindset is positive and caring toward the properties and clients we are privileged to represent. We “get” to come to work and we
“get” to improve our communities.

● Knowledge, Competence, Curiosity
● Innovation and growth are key to advancing our opportunities as individuals and as a company. We understand our roles and responsibilities and regularly evaluate our processes and procedures to identify opportunities for improvement. We are problem solvers.

● Communication, Responsiveness, Ownership
● “Showing up” for yourself, one another and the client is critical to our success. Second Story promotes a culture of trust, autonomy and taking responsibility for achieving your own potential.

● Whole Being Wellness
● We encourage team members to nurture their career, while valuing the importance of health, family and community.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Property management: 8 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person