Director of Operations - (Residential Multi-Family Property Management) - Pratum Companies

Director of Operations - Residential Multi-Family Property Management

NOT A REMOTE POSITION - REQUIRES PRIMARY RESIDENCY IN THE WASHINGTON, DC REGION. 

SUMMARY:
The Director of Operations, Residential Multi-Family Property Management, will report to the Executive Director and will primarily be responsible for executing strategically important operational priorities in support of our managed portfolio of multi-family apartment communities.  It is not presently anticipated that this role will be assigned a designated group of properties to directly oversee, however will need to be nimble and flexible to adapt to the operational business needs, including to step into the temporary capacity as an interim Regional Property Manager (RPM) if such a need arises.  As such, the Director must be a seasoned expert in all aspects of multi-family property management, with deep expertise in all affordable housing programs (LIHTC, HUD Section 8, etc.) and possess exposure to conventional/market-rate multi-family property management.   The Director of Operations will also demonstrate their daily operational effectiveness in the areas of financial acumen, project management, market awareness, successful communication and the implementation of corporate policies, programs and initiatives.  Outstanding interpersonal skills are needed in order to interact successfully with all stakeholders, including corporate support departments.

CORE COMPETENCIES:

• Dealing with ambiguity
• Project management and organization
• Business and financial acumen
• Customer and service-orientation focus
• Ability to train, coach, and mentor
• Ethics and values
• Integrity and trust
• Motivating others
• Strategic agility
• Building effective teams
• Managing vision and purpose

• Responsible for the administration, execution, coordination and completion of single-task or ongoing operations-level priorities, projects, and responsibilities.  This will include the oversight and administration of the acquisition and integration of new properties under management, the disposition and coordination of properties changing to new management, the implementation of technical systems, learning and development priorities, performance management initiatives, KPI and metrics benchmarking, etc.  This role will also be tasked with special projects and initiatives with cross-functional teams and which may be priorities that have a company-wide scope or impact.
• Perform due diligence, including travel and on-site visits, for prospective and/or anticipated new property acquisitions, takeovers, and set-ups.  This will also include budget reviews, building pro forma and proposed budgets and staffing plans, underwriting assessments, risk assessments, projected operational considerations, and delivery of findings and recommendations to leadership.
• Stay continuously informed of existing client satisfaction metrics, property/portfolio/client performance metrics, etc.  This may require direct involvement in key client asset management meetings or other ad hoc efforts to ensure awareness.
• Support the Executive Director of Operations and operations leaders (e.g. VPs and RPMs) in carrying out their supervisory responsibility for their team members; this will include, but is not limited to engagement in recruiting/hiring, onboarding, training, supervision, and corrective counseling and performance management.
• Partner in building consistency in the execution of property management principles and processes and policies across the portfolio.
• Maintains awareness of market/industry conditions and trends via trade publications, professional organizations, etc. Regularly evaluates market conditions and comparable properties.
• Supports operations leaders with the administration of the annual budgeting process, including enhancements where appropriate.
• May be called upon to visit property sites, sometimes on a regular basis, to physically walk and inspects the interior and exterior, whether for spot-check purposes, in advance of a formal audit or inspection (e.g. NSPIRE/MOR), etc.
• Maintains a positive, professional, and responsive, customer service approach.  May be called upon to attends to escalated resident concerns on an as-needed basis.
• Will be engaged to support efforts to build the client base, supporting RFP and bids/proposals, meeting with prospective clients, etc.
• Will be called upon from time-to-time to reviews management agreements, leases, rules and regulations, vendor contracts, licenses, rent schedules, personnel files and resident files, delinquency reports, occupancy metrics, due recertifications, bank deposits, equipment inventory, inspections, etc. 
• Meets with staff individually and in group meetings to communicate information and company news, to ensure the directives and goals are mutually understood, and to receive feedback and discussion 
• Negotiates contracts in conjunction with corporate legal and senior corporate leadership
• Ensures all assigned sites are prepared and ready for successful regulatory agency inspections (NSPIRE, MOR, etc.).
• Conducts all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other federal, state, and municipal laws and regulations as applicable.
• Will be responsible for other tasks, duties, responsibilities, and projects as assigned. 

• Must have a minimum of 7 years of prior property management experience with progressive increases in scope and responsibility, including successful service in a regional role with oversight for a large portfolio of multi-family properties.  This implies deep understanding of people and team management as well as third-party and multi-family residential property management with exposure to both conventional/market-rate residential and affordable housing (LIHTC, tax credit, tax subsidy, voucher, etc.).  Specific experience with Project Based Section 8 and RAD (Rental Assistance Demonstration, a voluntary program of the Department of Housing and Urban Development).  Must have proven and successful experience with MOR, REAC/NSPIRE inspections, certifications and recertifications, etc.
• Strategic thinker who can provide clear directions to a large team and both motivate and inspire via positive leadership
• Ability to create, interpret, articulate and enforce policies and procedures and standardized approaches to property operations
• Ability to develop, cultivate and manage new business prospects, including portfolio growth
• Ability to make quick and accurate decisions
• Working knowledge of all aspects of property management, accounting (A/R, A/P, etc.), collections, marketing, HUD compliance regulations, evictions, etc.
• Advanced organizational skills with the ability to multi-task, effectively delegate, and handle a diverse workload
• Fair but firm approach to employee and resident relations.
• Works well with minimal supervision and direction
• Ability to adapt to different working environments and situations quickly
• Ability to coordinate and orchestrate the efforts of others to achieve company and property objectives
• Ability to sell services to potential customers
• Excellent communication and interpersonal skills, both verbal and written; ability to successfully interact with a wide range of people
• Strong attention to detail – ability to read reports and analyze data. Ability to keep track of a busy schedule and multi-projects through the course of the day. Must be able to read contracts and understand legal terms
• Ability to effectively lead, supervise, manage, train, coach, motivate, develop and evaluate others, including managers of subordinate work teams.
• Strong computer skills, including MS Office (Outlook, Word, Excel, etc.) as well as familiarity with Site Accounting Programs.  Requires knowledge and familiarity with systems such as OneSite, RealPage, Yardi, MRI, etc.
• Financially savvy – able to understand complex financial situations and forecast performance. Ability to read and understand budgets, financial reports, Key Performance Indicator reports and take action to improve results.
• Understanding of local, state and regulations, statutes, LIHTC/HOME/HUD/HQAS requirements and other compliance requirements.
• Self-motivated - needs limited supervision and is accountable for actions and decisions; however, is able to communicate important details.
• Multi-tasker – able to attend to many matters throughout the day and meet deadlines. Able to delegate tasks to others to accomplish goals
• Superb computer literacy/word processing skills, property management, Email and software skills required.
• Valid driver's license and a good driving record also required.

TECHNICAL/SYSTEMS:  Extremely strong capabilities, familiarity, and functionality with Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint, etc.), and Yardi systems.  Exposure to RealPage/MRI/Nexus beneficial.

EDUCATION:  College degree with job/industry or business-related ­coursework is highly preferred but not required.  Education will be assessed in conjunction with equivalent job-related experience.

CERTIFICATES, LICENSES, REGISTRATIONS:  CPM/HCCP/COS/certification

LANGUAGE SKILL:  As it pertains to the following, the requirements are exceptionally strong English communication skills. Must have the ability to read, analyze and interpret the most complex documents.  Ability to respond effectively to most sensitive inquires or complaints verbally in-person and by phone as well as written in e-mail and more formal communication methods.  Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, clients, prospective clients, residents and/or boards of directors.

MATHEMATICAL SKILLS AND REASONING:  Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of budgeting, mathematical risk analysis, and bidding and reviewing programs.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.  Must be able to apply mathematical skills to create, adjust, manage, and operate within budgetary guidelines.  Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.  Ability to deal with nonverbal symbolism in its most difficult phases.  Ability to deal with a variety of abstract and concrete variables.  Ability to apply prior knowledge and capabilities to new or unfamiliar situations in order to drive appropriate business outcomes.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:  The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job.  While the primary workplace is an office environment, this role will require occasional travel to, and working from, apartment community properties within the company’s portfolio.  Must be available outside of traditional weekday working hours (8:30am-5:30pm), including evenings, weekends, and holidays for staffing needs, operational priorities, and emergencies. Must have access to reliable transportation and the ability to travel to visit and inspect properties across a multi-site and multi-state portfolio.  Regular weekly in-person presence in the company’s corporate office (Gaithersburg, MD) will be required to align with the interactive support and collaboration needs of this role with senior leadership and support department teams.  Travel to properties in the company’s managed portfolio is expected on a regular basis, including out of state and multi-day trips.  Hybrid schedule may be available.


This role is exempt and has an anticipated annualized base salary range of $95k-$135k for a new employee depending on a number of relevant factors including individuals’ experience, qualifications, knowledge, skills, abilities, client/property or company budgetary limitations/guidelines, and other job-related company and market considerations.  This position may be eligible to receive discretionary and/or performance-based bonuses on a spot or annual basis, which are variable depending on individual merit/performance, budgetary limitations, company performance, and other job-related factors.  Full-time positions (30 hours/week) are eligible for 2 weeks paid vacation, 3 weeks sick and related leave, 11 paid holidays, and health & welfare benefits as outlined on the Company’s website.  To learn more about our company and our benefits, go to: https://pratumco.com/careers/

Pratum Companies is committed to a diverse workforce and is an Equal Opportunity Employer.

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