Sr. Dir., Community Management Services ($152,500.00 - $201,400.00)

Position Summary:

The Senior Director, Community Management Services (CMS), oversees the Training, Quality Assurance, Customer Care and Reputation Management teams and serves as a strategic and operational partner to the Vice President of Community Management Services, driving operational excellence across the department. This role ensures the department’s strategic priorities are translated into execution through effective business operations, governance, and cross-functional coordination. The Senior Director partners with functional leaders to establish and monitor key performance metrics across each functional area, and to identify opportunities to improve efficiency, service delivery, and business outcomes.

Key Responsibilities:

• Hire, coach, and mentor a team focused on accountability, continuous improvement, goal attainment, and data-driven performance metrics.
• Serve as the liaison between CMS, on-site and maintenance groups. Identify opportunities to scale processes and improve efficiency across all functions, ensuring alignment on department goals.
• Establish a consistent operating cadence for the department, including business reviews, leadership meetings, quarterly planning, and performance reporting.
• Partner with functional leaders to identify trends, analyze operational performance, establish Key Performance Indicators (KPIs) and implement data-driven improvements.
• Drive accountability for departmental goals by monitoring progress, escalating and mitigating risks, and ensuring timely execution of strategic initiatives.
• Lead cross-functional projects that span multiple teams, ensuring alignment, stakeholder engagement, and successful implementation.
• Develop and ensure successful implementation of the training strategy, equipping departments with the tools and resources needed to address skill gaps.
• Foster a collaborative, data-informed, and feedback-oriented environment for creating training materials to maximize educational efficacy and organizational impact.
• Drive operational consistency by establishing quality assurance (QA) standards, using data-driven insights to monitor performance, identify service gaps, and optimize delivery across  leasing and operations.
• Define and execute a proactive strategy for customer care and reputation management. Integrate resident insights to elevate service levels, resolve complex issues in partnership with on-site teams, and protect brand standards through proactive recovery initiatives.

Additional Skills:

• Demonstrated ability to exercise initiative and navigate complex problem-solving while balancing the priorities of diverse stakeholders across multiple divisions.

Preferred Education:

• Bachelor's Degree (or equivalent experience)

Preferred Years of Relevant Work Experience:

• 10+ years of leadership experience directing large teams and executing division-wide strategic initiatives in property management or a contact center environment.
• Proven success in designing and implementing learning strategies to pinpoint and bridge organizational skill and capability deficits is highly desirable.
• Experience developing and executing learning strategies that identify and address organizational skill and capability gaps is a plus.