Director of Operations - Property Management - TRAVEL REQUIRED

Greater Chicago Area, IL, USA

Job Type

Full Time


TRAVEL REQUIREMENT: 50-80% of the time to properties throughout our entire portfolio - Illinois, California, Indiana, Ohio, and Michigan.

UPholdings is a comprehensive real estate firm that is dedicated to creating, operating, and sustaining quality affordable housing in communities throughout the United States. Our company builds, manages, and operates its projects for the entirety of their operational cycle. Our portfolio includes a wide range of project types, including family, senior and permanent supportive housing developments. We have a growing portfolio and are currently active in Illinois, Indiana, Ohio, California, and Michigan.


The Director of Operations is a multi-faceted leader and a member of the Executive Team. In this role, the Director will directly lead the Property Management Operations team across the portfolio. They are responsible for the meeting the management and maintenance needs of the portfolio which consists of approximately 20 properties and 1,500 residential multifamily units the Illinois, Indiana, Ohio and California. The Director of Operations reports to the Owners and champions the vision and culture created by the Executive Team.


· Work closely with Director of Compliance, Director of Community Partnerships, Owners, and the entire Executive Team to lead the operations team comprised of Regional Managers, Property Managers and Maintenance team

· Oversee new business in multiple regions throughout the country, oversee contracts, management plans and expansion of OPERATE division with appropriate staffing

· Drafts and implements policies and best practices procedures to support achievement of objectives and required standards

· Creates regular reports to Owners summarizing KPI to continuously evaluate areas of improvement and best overall practices

· Design and implement an organizational structure and staffing model necessary to provide excellent maintenance service to the affordable portfolio

· Serve as mentor, problem solving resource and supervisor to all Regional Property Managers

· Instill a sense of operational excellence in Regional Property Managers to encourage pride and teamwork among all maintenance employees; establishing and executing on a vision and set of principles that drive all aspects of property management

· Identify, budget and successfully complete appropriate capital improvement projects by working closely with the Directors to ensure the quality of assets in the portfolio, utilizing available replacement reserves when available

· Ensure all onboarding, recruiting, staff management and payroll related matters are handled according to internal company policies and procedures

· Supervise the implementation and maintenance of appropriate security and safety equipment, software and services, including but not limited to patrols and remote camera monitoring services; decrease incidents throughout the portfolio

· Monitor the volume of business hour and after-hours and emergency service requests. Ensure that both regular business hours and on call coverage is reliable and timely in their response and resolution of resident requests

· Participate in the on-call escalation tree for after-hours emergency incidents

· Coordinate company response in the event of an emergency (e.g., fire, flood, resident displacements, etc.), working closely with regional and property management

· Fortify maintenance staff compliance with assigned trainings, policy and procedures and maintaining the UPholdings Standards of Excellence (OSHA related)

· Act as a senior representative of the “home office” in working one-on-one with dissatisfied residents who have expressed maintenance concerns which have been escalated to corporate

· Lead the response to appreciable property losses (e.g., fire, flood, etc.) and work with regional managers and insurance carriers and contractors; oversee all warranties and maintenance contracts. Keep federal, state and local agency representatives up to date on project status

· Visit all properties in person at least once per year. More frequent visits may be required at properties that are having recurring issues or changes in leadership on-site

· Participate in recurring maintenance meetings, including monthly regional maintenance supervisor meetings, quarterly maintenance superintendent meetings to discuss best practices, understand the challenges and provide feedback and recommendations

· Review policy and procedures applicable to rent collection, subsidy collection, maintenance operations to provide recommendations for improvement

· Negotiate with national vendors to obtain best prices and terms available for goods and services

· Perform other job-related duties as required


· Minimum of 8 years of affordable property management experience in multifamily, senior and scattered site properties

· Four (4) year degree and/or professional industry certifications (e.g. IREM CPM) preferred

· Competency in reading and understanding complex laws, regulations, codes and standards related to building management, asset preservation and federal, state and local requirements

· Extensive experience with Operations & Maintenance plans and Preventive Maintenance program management preferred

· Propensity to accept responsibility and be held accountable for his/her actions

· Capability to utilize available time to organize and complete work within given deadlines

· Experience with frequent travel and effectively manage travel expenses