Director of Operations - Multifamily

Summary

Director of Operations **Job Description** The Director of Operations will report and support the VP of Asset Management and implement best practices in operations and ensure operational consistency to maximize the asset value of a 16,000\-unit multifamily portfolio nationally. **Key Responsibilities** KPI \& Performance Management * Develop KPIs across all functions including sales, collections, maintenance, and financial reporting * Benchmark portfolio and industry performance to identify gaps; partner with onsite teams and Asset Management to provide targeted improvement plans. Review qualifications standards and approval process to ensure consistency and efficiency * Partner with Asset Management and internal stakeholders to assist in the development of a business intelligence (BI) system, including defining data logic, measurement standards, and performance thresholds to ensure accurate and actionable reporting across the portfolio **Standard Operator Procedures** * Develop, implement, and enforce standardized operating procedures across all functional areas * Define and maintain a comprehensive library of portfolio\-wide Standard Operating Procedures (SOPs), ensuring operators adopt, train, and execute them consistently across all communities * Regularly audit operator adherence to SOPs, identify breakdowns in workflow execution, and provide targeted recommendations to improve consistency, efficiency, and compliance * Ensure adherence to Fair Housing, ADA, and regulatory compliance across all communities; escalate risk exposures Marketing \& Communication QA * Review and test all marketing (including property website) materials for accuracy and brand alignment * Evaluate prospect communication flows for responsiveness and clarity and provide recommendations to the operator for training, corrective action and system improvements * Manage and conduct secret\-shop inquiries to validate follow\-up effectiveness. Review shop scores and develop and implement improvement plans for communities that did not pass * Analyze marketing spend versus performance metrics and recommend optimizations. Review leasing calls and communication to improve conversion * Identify gaps in leasing execution and partner with the operator to develop and implement training focused on sales effectiveness, closing strategies, and follow\-up cadence. Participate and provide recommendations on pricing and marketing spend in conjunction with all stakeholders Prospect Tour Experience, Property Conditions, \& Vacancy Oversight * Audit in\-person, self\-guided, and virtual tours for professionalism and high level of customer experience to ensure conversion rates are above industry standards and meet KPIs * Evaluate tour path cleanliness and readiness * Provide and track recommendations to improve conversion readiness * Audit long\-term all vacant units for true rent\-ready condition * Verify no outstanding maintenance or presentation issues * Validate consistency and timeliness of make\-ready workflows * Review balcony conditions for maintenance and compliance * Identify safety hazards and deferred maintenance concerns Reputation Management * Monitor online reputation scores, resident feedback, and review trends across platforms (Google, Yelp, Apartments.com, social media) and provide targeted recommendations to the operator for service, communication, or process improvements * Identify recurring themes in negative reviews and partner with the operator to implement corrective action plans that address root causes and improve resident satisfaction * Review response quality and timeliness on resident and prospect reviews and provide guidance to the operator to ensure responses are professional, consistent, and brand aligned * Track reputation performance against internal and industry benchmarks; highlight risk areas and escalate persistent issues to Asset Management and the operator * Collaborate with the operator to develop reputation\-improvement strategies tied to maintenance responsiveness, communication, service recovery, and resident retention initiatives Maintenance Operations Review * Audit maintenance request history for aging work orders and repeat issues * Review maintenance pipeline for prioritization and SLA compliance * Verify completion of life\-safety and preventative maintenance schedules * Inspect common areas, amenities, grounds, and signage for cleanliness and upkeep * Ensure capital projects are completed timely and has multiple bids * Review and provide recommendations on contracts and expense savings Reporting \& Scorecards * Compile findings into a standardized QA scorecard * Provide operators and asset managers with scorecards that highlight risks, trends, and required actions, ensuring accountability and follow\-through and Monitor operator progress on action plans and escalate when performance gaps persist * Recommend operational and training improvements based on findings. Identify performance gaps, risks, and improvement opportunities and communicate them through structured reporting to Asset Management and management partners **Skills And Experience** * Based in Dallas * 7\+ years of previous on\-site operations experience in a Regional Manager, Multi\-Site Manager, or similar leadership role in multifamily * Strong understanding of day\-to\-day on\-site realities, pressure points, and operational workflows * Skilled communicator who can effectively deliver feedback up, down, and across the organization * Proactive problem solver that looks for continuous improvements, develop outside of the box thinking, able to diagnosis and come up with solutions across different communities * Bachelor’s degree, preferably in Business, Finance, Real Estate, or other relevant area * Ability to communicate complex issues effectively and professionally, both verbally and in writing * Excellent interpersonal, communication and listening skills to collaborate with various teams * Ability to understand and interpret market trends, third party market reports, and operator market competitor surveys * Strong self\-starter that thrives in a fast paced, dynamic environment with multiple and evolving priorities and deadlines * Open to 25% travel nationally