Director of Property Management and PM Operations
hace 22 días
Seattle
Job Description Community Management Group (CMG) | Manufactured Housing & RV Communities About Community Management Group Community Management Group (CMG) owns and operates manufactured housing and RV communities throughout the western United States. Our mission is to provide safe, clean and affordable communities, deliver excellent service to residents, and create opportunities for homeownership and financial stability. We operate with a small, entrepreneurial team and place a high value on integrity, accountability, communication and taking ownership. Position Overview CMG is seeking a Director of Property Management & PM Operations to lead the day-to-day performance of a geographically dispersed portfolio of approximately 30 communities and 2,500 lots across six states. This is not a desk-only corporate property management role. We are looking for a player-coach who enjoys developing people, solving problems, visiting properties and creating accountability in the field. Many of CMG's onsite managers are hired locally and may not come to the company with extensive professional property management experience. A major responsibility of this role is finding people with the right attitude and capabilities and teaching them how to become effective property managers. The Director of Property Management & Operations will recruit and hire onsite managers, train and coach them, establish clear expectations, review performance, and step directly into operational issues when a community is not meeting CMG standards. This position reports to executive leadership and serves as the primary operational leader for the portfolio. Key Responsibilities Recruit, Hire & Develop Onsite Managers • Own recruiting, interviewing, hiring and onboarding for onsite property management positions across the portfolio., • Build a repeatable candidate pipeline so CMG can fill open positions quickly with high-quality people., • Identify candidates with strong character, work ethic, communication skills and an ownership mentality, even when they do not have traditional property management backgrounds., • Create and maintain a practical onboarding and training program for new managers., • Teach managers how to collect rent, manage delinquency, lease homes and RV sites, communicate with residents, document conversations, enforce community rules, coordinate vendors and maintain their properties., • Conduct ongoing coaching, performance reviews and improvement plans, and make difficult personnel decisions when expectations are not being met. Drive Property-Level Performance • Maintain a working understanding of what is happening at every community and ensure onsite managers know and own the issues at their properties., • Actively manage occupancy, vacancies, delinquency, collections, leasing activity, resident communication, rule enforcement, property appearance, maintenance, vendors, utilities and property-level expenses., • Identify problems early and ensure each material issue has a clear owner, action plan and deadline., • Help managers prioritize their work and distinguish urgent operational issues from routine activity. KPIs, Reporting & Accountability • Establish, monitor and report property-level KPIs, including occupancy, economic occupancy, delinquency, collections, vacant lots and RV sites, home sales, move-ins and move-outs, violations, inspections, work orders, expenses versus budget and capital project status., • Conduct regular performance calls with onsite managers and provide concise weekly and monthly portfolio reporting to executive leadership., • Use data to identify where intervention, training or additional accountability is needed rather than relying only on manager updates. Field Leadership • Travel approximately one week per month to communities throughout the portfolio., • Walk properties with onsite managers and identify appearance, maintenance, safety, compliance and leasing issues., • Coach managers in person, review vacant sites and homes, evaluate vendors, and verify that property conditions match what is being reported., • Create actionable follow-up lists from site visits and ensure assigned items are completed. Resident & Community Management • Coach onsite managers through delinquency, lease enforcement, community-rule violations, complaints, neighbor disputes, abandoned property, evictions and other difficult resident situations., • Ensure residents are treated fairly and respectfully while leases, policies and community standards are enforced consistently., • Promote timely, professional and well-documented resident communication. Maintenance, Vendors & Capital Projects • Ensure onsite managers actively manage the physical condition of their communities and prioritize outstanding repairs., • Coordinate vendors and contractors when needed, review pricing and performance, and hold vendors and managers accountable for timelines and budgets., • Help oversee capital projects such as utilities, roads, paving, landscaping, community buildings, vacant-site preparation, home installation and property improvement projects., • Drive projects forward and ensure clear accountability for cost, schedule and completion. Compliance & Risk Management • Work with leadership, attorneys, consultants and onsite managers to maintain compliance with applicable landlord-tenant laws, manufactured housing regulations, Fair Housing requirements, health and safety standards, leases and community rules., • Develop disciplined procedures for documentation, escalation and follow-through on compliance matters across multiple states. Technology & Process Improvement • Use Rent Manager and other technology to create visibility into property performance and manager activity., • Improve workflows, reporting, inspections, communication and accountability through practical use of software, automation and AI tools., • Train onsite staff to use CMG's systems consistently and effectively., • Quickly establish expectations with inherited onsite staff and determine whether existing management is the right long-term fit for CMG., • Develop and execute 30-, 60- and 90-day transition plans for new acquisitions., • Lead the operational transition and onboarding of newly acquired communities into CMG systems, policies and reporting., • Participate in operational due diligence for potential acquisitions when requested, including reviewing staffing, property condition, occupancy, delinquency, maintenance and operational risks. Portfolio Growth & Property Transitions • Make recommendations to executive leadership regarding annual rent adjustments while balancing property performance, resident affordability, market conditions, applicable regulations and long-term resident retention., • Regularly evaluate lot rents, RV rents, home rents, utility charges and other revenue sources relative to market conditions and property positioning. Rent Strategy • Hold onsite managers accountable for understanding their budgets and explaining material revenue or expense variances., • Review actual performance against budget throughout the year and adjust operating plans when necessary., • Develop annual operating priorities for each community, including occupancy targets, rent strategy, maintenance priorities, staffing needs and capital projects., • Lead the property-level annual budgeting process in coordination with executive leadership and accounting. Budgeting & Annual Planning, Financial Performance & NOI • Develop an owner mentality throughout the field organization: vacant lots, delinquent accounts, unnecessary expenses, poorly managed vendors and deferred maintenance are not simply operational issues; they directly affect cash flow and asset value., • Ensure managers understand how their day-to-day decisions affect occupancy, collections, expenses, NOI and ultimately property value., • Identify opportunities to increase revenue, reduce unnecessary expenses and improve operating efficiency without compromising resident experience or community standards., • Develop corrective action plans for properties that are underperforming budget or business-plan expectations., • Review monthly property financial statements, budgets and variance reports and identify material deviations from expectations., • Take ownership of property-level operating performance and work with executive leadership to achieve annual revenue, expense and NOI targets. Qualifications • 5+ years of property management, multi-site operations, hospitality, retail operations or another distributed field-management environment., • Meaningful experience hiring, training, coaching and holding frontline managers accountable., • Experience overseeing multiple geographically dispersed locations and measurable operating KPIs., • Strong financial acumen, including budgets, operating reports and property-level performance., • Comfort managing collections, occupancy, leasing, maintenance, vendors and difficult personnel situations., • Strong written and verbal communication skills and the ability to communicate effectively with onsite employees, residents, vendors and executive leadership., • Strong technology skills. Experience with Rent Manager or similar property management software is preferred., • Ability and willingness to travel approximately one week per month., • Manufactured housing or RV experience is valuable but not required., • Bachelor's degree is preferred, but demonstrated operating experience, leadership ability and judgment are more important than a specific degree. What Success Looks Like • Strong, accountable onsite management at every community., • A consistent recruiting, onboarding and training process for onsite managers., • Clear property-level KPIs that managers understand and own., • Improved occupancy and lower, consistently managed delinquency., • Vacant homes, lots and RV sites actively marketed and leased., • Consistent property inspections, rule enforcement and resident documentation., • Maintenance and capital projects moving forward without constant executive involvement., • Faster identification and resolution of property-level issues., • Fewer operational surprises reaching senior leadership., • A reliable pipeline of potential onsite managers when positions need to be filled., • Property-level NOI consistently meets or exceeds budget, with material variances identified early and accompanied by a corrective action plan., • Onsite managers increasingly solve problems independently rather than escalating routine operational decisions to executive leadership. Ultimately, success means CMG's executive team should not be discovering property-level problems first. The Director and onsite managers should already know about them, understand their financial and operational impact, own the solution, and have a clear plan and timeline for resolution. Over time, the Director should build an organization where strong managers solve problems independently, underperforming properties are identified early, and senior leadership can focus more of its time on acquisitions, capital allocation, strategy and growing the company. The Person Who Will Thrive at CMG • Enjoys building people rather than simply supervising them., • Naturally takes ownership when they see a problem., • Is equally comfortable with numbers, people and field operations., • Can have difficult conversations clearly and respectfully., • Can move quickly between strategy and execution., • Does not require a large corporate infrastructure to get things accomplished., • Believes accountability and empathy can coexist., • Would rather visit a struggling property and fix the problem than spend weeks discussing it on conference calls. Benefits • Competitive salary and performance-based bonus opportunity., • Health, dental and vision insurance., • Paid time off., • Professional development and career advancement opportunities. How to Apply Please submit your resume and a brief explanation of your experience managing multiple locations, with particular emphasis on hiring, training and developing frontline managers. Qualified candidates may be asked to complete a short screening questionnaire and Loom video as part of the interview process. Community Management Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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