Position Overview
Lead residential property operations across designated city markets, driving performance excellence through strategic team management, client relationship stewardship, and operational optimization. This role combines hands-on leadership with strategic oversight to deliver exceptional service outcomes while maintaining financial accountability and contract compliance.
Key Responsibilities
Team Leadership & Performance Management
Manage and develop high-performing residential service teams across multiple properties and client accounts. Conduct regular performance reviews, implement improvement plans, and foster professional development opportunities. Drive accountability through clear goal-setting, coaching, and recognition programs that align individual performance with organizational objectives.
Client Relationship Management
Serve as primary strategic contact for key residential clients, maintaining strong partnerships through proactive communication and service delivery excellence. Anticipate client needs, resolve escalated issues swiftly, and identify opportunities for service enhancement and portfolio growth. Ensure client satisfaction through consistent touchpoints and responsive problem resolution.
Service Level Agreement & KPI Management
Monitor and optimize performance against established SLAs and key performance indicators including response times, tenant satisfaction scores, maintenance completion rates, and occupancy metrics. Implement corrective actions when performance gaps emerge and drive continuous improvement initiatives to exceed contractual commitments.
Financial Planning & Budget Management
Develop and manage annual operating budgets for assigned residential portfolios, tracking expenses against projections and identifying cost optimization opportunities. Analyze financial performance, prepare variance reports, and make data-driven recommendations to improve profitability while maintaining service quality standards. Be responsible for new business in the city by working closely with Business Development team.
Contract Governance & Compliance
Ensure full compliance with contract terms, service specifications, and regulatory requirements across all managed properties. Maintain thorough understanding of contract obligations, renewal timelines, and performance standards. Coordinate with legal and procurement teams on contract modifications and renewals.
Technology Integration & Innovation
Leverage property management systems, mobile applications, and emerging technologies to streamline operations and enhance service delivery. Stay current with proptech innovations and implement solutions that improve efficiency, reporting capabilities, and client experience.
Rapid Response Leadership
Execute immediate follow-up on client requests, escalated issues, and critical operational matters. Maintain swift communication protocols and ensure team responsiveness meets or exceeds established timeframes for all service categories.
Required Qualifications
- Bachelor's degree in Business Administration, Real Estate, or related field
- 15+ years progressive experience in residential property management or facilities services
- Proven track record managing teams of 20+ professionals
- Strong financial acumen with budget management experience
- Proficiency in property management software
- Excellent communication and presentation skills
- Understading of Ultra Luxury residential building.
Preferred Qualifications
- Experience with integrated Property management systems (IPMS)
- Background in multi-site operations management
- Knowledge of building systems and maintenance operations
This role offers the opportunity to drive meaningful impact across residential portfolios while building lasting client partnerships and developing high-performing teams in a fast-paced, technology-enabled environment.
