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VP of Operations
Ref No.: 18-01129
Location: Grand Rapids, Michigan
The Vice President of Operations is responsible for oversight of the day-to-day operations of our domestic commercial and residential portfolios. This role provides leadership support to the District Managers and works closely with all departments to ensure properties are operating at the highest levels of service, operational efficiency and financial performance.
The Vice President of Operations' objective is to routinely and actively engage with District Managers and property staff to optimize performance, address areas of weakness, reduce risk and capitalize on our competitive advantages. The VP of Operations' shall at all times embody and embrace our core values and help others do the same.
The VP of Operations reports to the Chief Operating Officer.
  • Team Performance
    • Work closely with HR team to ensure recruitment efforts remain focused on creating a team environment, centered around the company's mission and culture
    • Create cohesive and comprehensive employee training agenda and calendar, in conjunction with Strategy Manager and Training Manager
    • Identify and incorporate leadership development programs
    • Actively and proactively address disciplinary matters
    • Foster open communication and collaboration between property and support staff
  • Financial and Marketing Performance
    • Work closely and cooperatively with Marketing Manager to leverage revenue management platform and methodology
    • Monitor and manage monthly financial performance against budget and proforma on a property level basis to meet income and NOI expectations
    • Ensure bad debt is kept to a minimum and policy is followed as it relates to delinquent accounts
    • Manage, track and regularly provide progress update to executive team on all large capital projects, delinquency, and budget-to-actual performance
  • Reputation Performance
    • Foster high-service environment; address all residents with respect and courtesy
    • Make sure all resident feedback, including compliments and complaints are addressed swiftly and in a manner which reflects the company credo
    • Maintain high standards and set clear expectations relating to our residents' experience
  • Operational Performance
    • Establish metrics against which operational performance shall be measured
    • Provide regular feedback and reporting based on metrics key to driving performance
    • Endeavor to drive high occupancy while maintaining occupancy performance
  • Ensure compliance with local, state and federal laws, particularly in the areas of Fair Housing, tax credit, employment and other areas of exposure which may be applicable.
  • Track employee training and certifications
  • Maintain frequent contact with Property Support Manager to drive consistency on company-wide initiatives
  • Participate in annual budget process by working closely with each district manager; drive consistent approach to income projections, expense forecasts, and growth
  • Regularly visit properties to engage with team, understand challenges, celebrate wins, identify capital projects, monitor progress on projects under way, ensure high standards are met generally, interact with residents, audit vacancy reports, inspect make-ready units and assist where necessary
  • Provide regular updates and reports to senior management of progress, concerns, trends and opportunities
  • Projects as assigned
  • Bachelor's Degree from four-year college or university desired
  • MUST have 10 years of property management experience in leadership position
  • Self-motivated and can work independently without significant direction
  • Must have good problem-solving skills and ability to think strategically
  • Be a hands-on leader who will work alongside his/her team members, as needed
  • Detail oriented and highly organized
  • Above average communicator, both verbal and written
  • Team player, collaborator and servant leader
  • Professional demeanor, low ego, slow to anger, never one to lose his/her temper
  • Must be able to thrive in a fast-pace setting and juggle multiple projects
  • Must be PC proficient; and adept at learning new software and systems