Summary/Objective of the Operations Director

Leads all installation-level property management employees and the day-to-day operation of a multi-family property management portfolio; responsible for identifying and elevating new business responsibilities and marshaling resources within the organization to remove obstacles and deliver results; ensures the long-term health and financial performance of Mayroad’s installation assets; accountable for fostering an environment of teamwork efficiency and superior customer service

Essential Functions of the Operations Director

• Oversees all aspects of Property Operations on installation(s), including Maintenance, Leasing, and Resident Management; works closely with stakeholders to ensure Mayroad maintains a strong relationship with residents, vendors, partners, and owners
• Conducts overall leadership and management of the installation property management teams; leads, mentors and takes managerial responsibility for installation team members
• Serves as liaison to local military partners to ensure compliance deliverables and standards are met
• Responsible for developing and maintaining strong relationships with local stakeholders
• Supports the maintenance of physical assets through the research and development of local strategic plans that ensure an appropriate level of repairs and preventative maintenance
• Contributes to the development of annual growth objectives and resource planning; ensures consistency across the installation through effective communications plans
• Leads development and implementation of the appropriate customer service programs and evaluation processes for the property management team
• Oversees Mayroad’s property management portfolio on the installation, including capital repair and replacement (CR&R), for all assets, amenities, properties, equipment, etc.
• Works with VP of Property Operations to maximize efficiencies in order to best support operational excellence
• Conducts thorough monthly reviews of monthly Operating Statements prior to submitting them to Accounting, senior management, and company partners/owners; tracks financial performance; identifies variances in budget vs. actual expenditures; provides input for reconciliation of any discrepancies
• Leads the development of the installation’s Property Management Annual Operating Budget; provides Property Management inputs to the Consolidated Budget
• Supports VP of Property Management in preparation for timely submission of quarterly property operations performance incentive fees
• Responsible for overall vendor management; sources vendors, develops and issues Requests for Proposals (RFPs); ensures vendors are accountable to Property Management Service Agreements (PMSAs)
• Works closely with the VP to support initiatives and collaborate on best practices
• Leads the onsite property management team in the achievement of budgeted financial goals and fees
• Assists as needed with the property management aspects of the due diligence and procurement efforts for all new business opportunities
• In conjunction with the VP, conducts regular operations meetings with the installation management team to promote operational consistency across the installation; ascertains team accomplishments and monitors the progress of initiatives and program goals
• Participates in and contributes to regular strategy and operations meetings with the senior leadership team to develop long-range property management objectives and organizational plans
• Supports the VP of Communications in executing global marketing initiatives; responsible for the development and execution of Mayroad’s local marketing initiatives
• Assists Development and Construction in identifying, planning, developing, and providing support in executing construction opportunities that ensure company growth and effectiveness
• Supports senior leadership in identifying and developing long-term construction planning
• Participates in and contributes to stakeholder meetings including Installation Management Review Committees (IMRC), Quarterly Management Review Committee (MRC), Annual Site Visits (ASV), and installation Partnering Meetings
• Mentors and develops Property Operations team members
• This position is deemed Key & Essential and, as such, may be required to work onsite beforehand, during, and after any accident, emergency, or disaster in order to best protect and care for our residents and assets
• Performs other job-related duties as assigned

Supervisor Responsibilities of the Operations Director

• Supervises staff, including hiring, scheduling, and assigning work, reviewing performance, and recommends salary increases, promotions, transfers, demotions, or terminations
• Manages others through subordinate supervisors

Required Qualifications of the Operations Director

• EDUCATION REQUIREMENT – Bachelor’s degree in Real Estate or related field or relative industry credentialing
• 5+ years of experience in managing a multi-site conventional, affordable, or military property management portfolio (preferably with management over properties in multiple states), with increasing levels of responsibility
• 3+ years of supervisory experience of a high-level performance team in a property management or hospitality role

Knowledge, Skills & Abilities of the Operations Director

• Fully understands organizational resources, priorities, needs, and policies
• Able to collaborate and foster strong partnerships with internal and external stakeholders, enhance the customer experience, and deliver on financial performance
• Demonstrable business sophistication and financial aptitude necessary to lead installation-level operational functions while simultaneously developing long-term strategy, knowledge of full life cycle budget planning
• Analytical mindset with the ability to analyze and interpret data to make informed, data-driven decisions; experience using supportive analytical applications
• Proven history of building strategic relationships that are aligned with operational goals and focused on creating customer value
• Proven success leading by example in order to empower and develop team members and ensure accountability at all levels
• Demonstrated ability to motivate and connect with diverse teams, including the ability to deploy change management initiatives and effectively resolve complex business and personnel matters
• Computer proficiency and working knowledge of operational software (e.g., Yardi, Entrata, RealPage), MS Word, Excel, and business intelligence platforms
• Proactive and able to work autonomously to identify and solve financial challenges related to construction and property management from inception to completion
• Outstanding collaboration and communication skills; ability to communicate with subordinates, associates, and customers
• Refined attention to detail; excellent organizational skills
• Ability to travel up to 25 percent of the time
• A valid driver’s license is required

Work Environment of the Operations Director
While performing the duties of this job, the employee regularly works in an office setting with travel comprising up to 25-40 percent of duties, depending on assigned installation(s). Must be able to work from home with minimal distractions from outside sources (e.g., family, pets, etc.). When visiting onsite locations, particularly construction/ renovation sites may require the use of Personal Protective Equipment. May occasionally involve exposure to industrial hazards, including heat, cold, climate conditions, and hazardous environments associated with construction.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Ability to travel regularly. No heavy lifting is expected. However, travel requirements may require exertion of up to 25 lbs. of force.

Regular use of the telephone and e-mail for communication is essential. Sitting for extended periods and the use of hands to finger is common. Hearing and vision within normal ranges are helpful for normal conversations, receiving ordinary information, and preparing or inspecting documents. While performing the duties of this job, good manual dexterity for the use of common office equipment such as computer terminals, calculators, and printers/copiers is needed.

Management of stress associated with leading at a corporate level, meeting and reporting deadlines, accountability, and accuracy.

Travel

Approximately 25-40 percent, depending on assigned installation(s)

Other Duties

Please note this job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. Additional job-related duties may be assigned. Mayroad reserves the right to amend and change responsibilities to meet business and organizational needs as necessary with or without notice.