The Regional Director of Operations (RDO) holds responsibility for the operations, financial and managerial performance for a specific portfolio of assets. The RDO is responsible for the continuous improvement of each property and company image by attending to the needs of site team members, residents, and guarantors. The ideal candidate is organized, has exceptional customer service skills, and is comfortable with creating and reviewing analytical reports.
Reports to:
Regional Vice President of Operations
Direct Reports:
Community Managers, Area Managers
Duties/Responsibilities:
The duties listed below are an outline of the Regional Director – Operations’ responsibilities and should not be considered an all-inclusive list. As the needs of the organization change, these duties may be modified as needed.
Team Management
- Recruit and hire new employees.
- Create a positive work environment and develop a high-performing operations team.
- Train any new Community Manager(s) and assist with the training of their direct reports to ensure a quality onboarding experience.
- Indirectly manage other property level team members.
- Conduct corrective action when necessary.
- Manage annual performance evaluations.
- Partner with Regional Director of Leasing & Marketing (RDLM) to ensure overall portfolio success.
Financial Management
- Manage the financial performance of assigned portfolio including revenue and expenses, invoice review and approvals, occupancy, delinquency, and third party and/or asset manager approval communication.
- Review budget variance analysis and approve monthly financial reporting.
- Partner with CM’s, RVP’s, & Asset management to develop annual budgets for the assigned portfolio year over year.
- Oversee attainment of budgeted goals by analyzing and evaluating financial statements, reconciling monthly statements against approved budget, and resolving financial gaps in the portfolio performance.
- Manage contract execution process.
- Implement and enforce delinquency and collection efforts.
- Provide documentation/receipts for all company purchases.
General Administration
- Understand and adhere to the Landmark Properties policies and procedures.
- Conduct audits of key performance indicators including lease file completion, vendor compliance, rent roll, aged delinquency, and collection efforts.
- Host and participate in weekly 4DX WIG sessions.
- Craft weekly KPI agenda for third party clients & partner with site management to host recurring calls.
- Generate reports for executive leadership team as requested.
- Represent the portfolio and Landmark Properties in a professional manner.
- Ensure team members comply with corporate policies and government laws on Fair Housing.
- Ensure that all staff members abide by the company’s technology policy.
- Assist in corporate projects as requested.
Leasing & Marketing
- Aid the RDLM with leasing and marketing efforts to maximize the occupancy of the community.
- Lead the team in developing resident retention programs in conjunction with the Community Managers and Resident Services Managers.
- Study the competitors in the market and be knowledgeable of each one’s leasing progress, rates, and specials.
Customer Service
- Exceed customer satisfaction by understanding the needs and expectations of residents, prospective residents, clients, and vendors.
- Guide team on how to maintain active and effective communication with residents, guarantors, and University personnel.
- Assist in mediation and resolution of resident conflicts by encouraging respect and appreciation for individual differences.
Facilities
- Routinely monitor the status of work order completion, preventive & routine maintenance, and help identify opportunities for facilities improvement for the property.
- Ensure Quarterly physical inspections of the communities are completed, including exterior curb appeal, cleanliness and neatness of exterior and interior common area amenity spaces, the leasing tour route and model units, and facilities.
- Guide the Community Manager and Maintenance Supervisor in implementing a successful Turn Plan.
- Ensure curb appeal standards for each site are maintained to Landmark expectations.
Risk Control
- Understand, communicate, and enforce community safety, emergency, and fire evacuation policies and procedures, providing emergency response and referral services and resources.
- Identify and address safety and security risks.
- Communicate Level 1 incident reports to Third Party Owners and/or Asset Management.
- Handle emergency situations in conjunction with the corporate team.
- Ensure confidentiality of client, resident, and company information.
Education & Experience
- Bachelor’s Degree preferred.
- Minimum 6 years of experience in various operations-oriented positions in a residential rental community required. Student housing experience preferred.
- Internal candidates must have minimum of 1 year experience as Area Manager with Landmark.
- External candidates must have 3 years’ experience as a student housing or multi-family Regional Manager with a proven record of achievements.
Preferred Knowledge, Skills, & Abilities
- Demonstrated proficiency in all areas of resident property management operations.
- Must possess strong organization, analytical and decision-making skills.
- Must possess excellent communication and interpersonal skills.
- Proficient in Microsoft Office Suite.
- Entrata experience preferred.
Work Environment
- The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
- Travel: Up to 30% based on portfolio needs and site budgets.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
- The employee may infrequently drive a vehicle (intrastate and interstate travel) or be subject to air travel for purposes of Company business.
Landmark Properties is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
