Operations Director

3 weeks ago

Irving, Texas, United States Tricon Residential Full time
Job Title: Director, Operations

Tricon Residential is a leading owner and operator of a growing portfolio of single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents, and local communities underpins Tricon's culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life's potential.

Job Summary:

The Director, Operations (Single-Family Rental Community) is responsible for leading all phases of operation of an SFRC, including setup, direct supervision, financial performance, and accountability for resident relations and maintenance functions. This role provides inspirational leadership, promotes company values, and creates an environment of exceptional customer service for clients, residents, and vendors.

Key Responsibilities:
  • Ensure all Single-Family Rental Communities (SFRCs) are set up properly and meet deadlines.
  • Assist in the interview process for new SFRC team members and vendors.
  • Oversee community operations for several onsite teams, delegate responsibility, and ensure all projects are on track during lease up.
  • Work closely with the Community Manager (CM), maintenance, and construction/development team to ensure homes are delivered on time.
  • Partner with CM and maintenance during PMI walks and only accept homes that meet Tricon standards.
  • Develop best-in-class SOPs.
  • Stay up-to-date on trends and technology in the BTR asset class.
  • Coach the CM to create a customer service-focused culture for residents, clients, vendors, and employees.
  • Ensure onsite teams follow the SFRC Preleasing Plan responsibly and effectively.
  • Onboard and train new CMs to ensure they are set up for success throughout SFRC setup, pre-lease, and lease up.
  • Provide leadership to onsite teams to ensure expectations are achieved and the Tricon brand is represented well.
  • Monitor Google/Yelp reviews and Voice of the Customer surveys with the CM.
  • Collaborate with other departments, divisions, and business partners.
  • Be creative and innovative in improving operations of the SFRCs.
  • Maintain a positive culture of leadership among onsite teams, fostering strong resident relations and a sense of community.
  • Maintain a strong understanding of current market conditions and trends for each SFRC.
Qualifications:
  • Bachelor's degree preferred.
  • 5+ years related experience in single-family rental community management and/or multi-site director-level experience of 500+ units.
  • Lease up experience required.
  • Possess patience, influence, and great communication skills.
  • Foster a strong passion for teamwork, customer service, marketing, and sales.
  • Industry professional designation(s) a plus.
  • Training and/or coaching certification(s) a plus.
  • Innovative thinker.

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