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Director of Operations, Property Management

Our client is seeking a Director of Operations for their Property Management division to lead their team in delivering a 5-star experience to Investor/Owner Clients and Residents. The ideal candidate will be responsible for expanding team efficiency, profitability, and capacity for growth, while creating loyalty and maximizing financial results through personalized, responsive service.

This role is onsite in Vancouver, Washington.

Director of Operations, Property Management Responsibilities:

• Lead, manage, and hold accountable the full Property Management Team, including leading weekly L10 Meetings, Quarterly Conversations, and ensuring the team meets all KPIs.
• Optimize team composition to ensure the right people are in the right roles to excel in delivering exceptional service and financial outcomes to both Investor/Owner and Resident Clients.
• Maintain cross-department harmony among all Property Management teams (Leasing, Maintenance, PM), identifying and resolving communication gaps.
• Develop and implement strategies to present financial maximization opportunities to Investor/Owner Clients.
• Promptly resolve issues to minimize financial impacts, maintaining churn rates below the industry benchmark.
• Proactively develop strategies to minimize turnover time and vacancy days, achieving an occupancy rate of 96% and turn time of 7 days for 90% of all property turns.
• Oversee the accuracy and real-time input of all charges and fees, manage the review process for Investor/Owner Statements, and ensure 99% accuracy in Client Trust Accounting within 90 days.
• Serve as the authority on Landlord/Tenant Law, educating the team on legal issues and risk mitigation strategies.
• Drive the Property Management and Real Estate services through strategic marketing and client engagement, achieving significant referral rates and client retention during the termination process.

Director of Operations, Property Management Qualifications:

• Proven experience in Property Management operations at a senior management level.
• Demonstrated ability to lead, develop, and manage high-performing teams.
• Strong analytical and problem-solving skills with a track record of process improvement.
• Excellent communication skills, both oral and written, with the ability to negotiate and persuade effectively.
• High emotional intelligence, adaptable, and strategic thinker with a vision for growth.
• Technical proficiency with Property Management software and tools.
• In-depth knowledge of financial, legal, and IT aspects relevant to Property Management.
• Passion for learning, a team player, and aligned with the company's core values of excellence, respect, and integrity.

Competencies:

• Leadership in developing people and hiring A-players while removing underperformers.
• Exceptional relationship management skills, creating loyalty through personalized, responsive service.
• Ability to work under pressure, meticulous attention to detail, and a proactive approach to taking initiative.

Compensation: (DOE)