Position Type: Full time
State: WA
City: Bellevue
Zip Code: 98004
Compensation: $110,800.00 - $184,800.00

Overview

Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.

The Role

Summary of Job Description:

The Director Portfolio Operations provides leadership and management for operations staff in portfolio of apartment communities. This associate also participates as a member of regional leadership team to drive operational performance and customer service excellence and works with retail tenants as appropriate.

Essential Job Functions:

Financial Management:

• Strategically manages financial aspects of operations for multiple communities that contribute to the company’s business goals.

• Develops, implements, and monitors programs to maximize revenue and control expenses

• Prepares operating budget for portfolio of assigned communities. Oversees the implementation and management of budget to achieve or exceed budget expectations. Ensures successful performance by increasing profitability and providing a return on investment for the organization.

Sales and Revenue Management:

• Creates a sales centric environment within the portfolio. Ensures managers are managing the sales process and associates to achieve minimum performance expectations.

• Reviews market studies to keep apprised of changing market conditions on a monthly basis.

• Oversees administration and completion of the resident renewal program within the portfolio.

Customer Service and Resident Satisfaction:

• Effectively partners with Portfolio Maintenance Director to ensure appropriate levels of customer service/satisfaction are maintained in communities across the portfolio; designs and implements strategies to address issues.

• Manages customer service within the portfolio to ensure sites provide a level of service that will result in creating prospects and residents that are “net promoters.” Continually focuses on improving resident satisfaction and retention.

• Fosters associate commitment to providing excellent service and model desired customer service behaviors in all interactions with residents and associates. Demonstrates and communicates key drivers of resident satisfaction. Makes balance decisions based on what is good for the customer and right for the business

Operating Standards:

• Champions the brand philosophy and ensures alignment with brand strategy amongst the leadership team and communities; Ensures compliance with brand standards including property presentation, office and model presentation, marketing, and associate appearance across communities within the portfolio.

• Sets expectations and holds community leadership teams accountable for implementing the business strategy and company initiatives.

• Reviews and analyzes operations reports to track portfolio performance and understands the impact of local economic conditions on community operations.

• Partners with Regional leadership team colleagues to implement/direct implementation of all applicable AVB policies and procedures.

• Ensures portfolio compliance with all federal, state and local laws, specifically, Fair Housing regulations.

Associate Management:

• Empowers, engages and develops associates to achieve greater performance and desired business outcomes; Responsible for recruiting, hiring, developing and retaining a highly productive team of property management professionals.

• Establishes goals and accountability for team; Provides feedback, coaching and support to drive achievement of established goals; reward success; holds one-on-one meetings with staff.

• Effectively manages performance of subordinates. Conducts performance appraisals; provides development support (e.g. coaching, counseling and training); makes decisions regarding hiring or termination of operations staff.

• Facilitates growth and career development for leadership team; Supports associate development. Provides targeted training and growth opportunities; holds managers accountable for effective talent management at the community level.

• Empowers, engages and develops associates to achieve greater performance and desired business outcomes; Responsible for recruiting, hiring, developing and retaining a highly productive team of property management professionals.

Non-Essential Functions:

All other tasks as assigned by the manager.

Minimum Qualifications:

Education:

Bachelor’s degree required OR equivalent 5 years of progressive responsibility in property management, hospitality, or retail industry.

Certification or Licensures:

Valid driver’s license and automobile insurance.

Experience:

• 3 years of multi-site, multi-family, multi-property-type operational management experience in the role of a Portfolio Manager or comparable role in hotel/resort management.

• At least 3 years of real estate experience in a local real estate market.

• 2+ years of supervisory experience.

• Experience managing property rehab and development projects from planning to implementation to completion.

Knowledge, Skills and Abilities:

• Manages a medium portfolio of (7-10) communities including financial performance, customer service, communications, marketing, negotiation, crisis management, and staffing as demonstrated by business results in previous position(s).

• Analyzes data/reports to develop solutions to sustain high standards of customer service, optimal revenue generation, and effective expense management as demonstrated by work products.

• Supervises multiple on-site teams and provides feedback and coaching to subordinates as demonstrated by work experience resulting in improved performance.

• Reads and writes English as demonstrated by clear and concise written and verbal communications.

• Creates and delivers group presentations on function-related subject matter and writes reports in a clear, concise form.

• Performs basic arithmetic skills (measurement, addition, subtraction, multiplication, and division) to do basic calculations and analyses such as estimating, determining averages and percentages, and calculating totals as outlined under the Business Math Policy (8-01) in the AvalonBay Procedures Manual.

• Performs basic Microsoft Office applications such as word processing, spreadsheets, and presentations.

• Frequently operates general office equipment such as, but not limited to, personal computer, telephone, photocopying machine, facsimile machine, and postage machine.

Physical Demands:

• Normal office environment

Working Environment:

• Normal office environment

Training:

• Satisfactory completion of AVB’s new hire orientation within 30 days of employment or the first training session offered after employment.

• Satisfactory completion of AVB’s Management Essentials and Performance Evaluation within 9 months of employment in the position. Training must commence within 6 months of employment in the position.

• Satisfactory completion of Leasing Basics 1 & 2, and Community Manager Basics training within first month of employment or next offered session.

• Satisfactory completion of MRI and Ops Technology (or successor systems) training within first month of employment or next offered session.

• Satisfactory completion of Introduction to Customer Service training within first 30 days of employment.

• Any other applicable training assigned by the manager.

How AvalonBay Supports You

Additional Info

AvalonBay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment.  We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.

AvalonBay makes employment decisions without regard to a person’s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

Applications are being accepted on an ongoing basis.

AvalonBay does not require or request that you provide any information that identifies your age, date of birth, or dates of school attendance or graduation.  Please redact this information prior to the submission of your application and/or leave these fields incomplete on your application.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice (https://www.avaloncommunities.com/california-personnel-privacy-notice/)

Job ID JR104006