ABOUT GREYSTAR
Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in more than 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $34 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.
JOB DESCRIPTION SUMMARY
The Director, Real Estate Operations is a leadership role within Greystar's Management Services business, accountable for delivering operational and financial performance across a defined portfolio of assets within a Region. This role is directly responsible for maximizing asset performance through disciplined execution, oversight, and effective leadership of Regional Property Managers (RPMs). Reporting to a senior real estate operations leader, this role is responsible for translating strategy into results by driving portfolio performance, strengthening client relationships, developing and inspiring strong performing Regional Property Managers, and holding teams accountable for outcomes ensuring transparent communication to senior levels of leadership on elevated client needs and/or decisions. The Director ensures each asset meets or exceeds operational, financial, and resident experience expectations. Through close partnerships with internal leaders, the Director ensures operational consistency, financial integrity, and alignment with Greystar's standards and values, while contributing to the overall success of the business.
JOB DESCRIPTION
1. Operational Execution and Oversight
- Accountable for the operational execution and performance of the portfolio by ensuring strong team alignment with property-level strategies, regional goals, and organization initiatives, with a clear focus on driving timely, disciplined execution of property-level initiatives and maintaining compliance with all company standards.
- Hold RPMs accountable for conducting regular site visits and property inspections that validate standards, mitigate risks, and identify improvement opportunities, addressing issues promptly with proper communication.
- Prioritize and personally conduct site visits based on operational risk, performance gaps, and opportunities for the greatest impact.
- Review and actively manage key performance indicators (delinquency, turnover, make ready, etc) addressing underperformance promptly through coaching, training, correction action and tactical intervention.
- Ensure asset improvement plans are clearly defined, executed effectively and efficiently, and tracked with measurable outcomes and accountability,
- Be the trusted market expert, quickly identify trends, understand the operational impacts, and translate insights into action.
- Lead and actively participate in initiatives that improve operational effectiveness; identify opportunities, coordinate project teams, and implement new programs, policies, procedures, and practices.
- Adhere to timelines for reporting, accounting, etc. ensuring team adheres as well.
2. Financial Management
- Ensure strong financial stewardship of the portfolio by training and mentoring RPMs on best practice budgeting, financial areas of risk, and financial storytelling; coaching them on presenting financial data and performance metrics to clients with clarity and accuracy.
- Review and approve all property-level budgets, key performance indicators, and financial performance, holding teams accountable for accuracy, discipline, and performance against the plan.
- Use data-driven insights to identify trends, risks, gaps, and opportunities for improvement. Escalate potential risk issues appropriately and in a timely manner to drive corrective action.
- Make informed operational decisions based on sound accurate financial analysis, partnering closely with RPMs to balance performance, risk, and long-term value.
- Partner closely with RPMs and Accounting to ensure accurate and timely reporting, removing obstacles and escalating issues or discrepancies for effective resolution.
- Provide clear, consistent communication to internal key stakeholders and external clients regarding financial performance, progress against goals, and recommended course correction using consistent reporting, demonstrating the ability to pivot and communicate alternative strategies to help clients achieve their goals.
3. Talent and Leadership
- Model and reinforce Greystar's core values and leadership competencies, setting clear expectations for performance, accountability, and professionalism.
- Hire, develop, and retain high-performing RPMs and regional leaders capable of driving asset performance and leading strong on-site teams.
- Coach and develop direct reports through one-on-one meetings, team huddles, performance feedback, and targeted development plans.
- Hold leaders accountable for recruiting, onboarding, training, performance management, and talent assessment; investing in talent for the best outcomes, while also implementing improvement plans when expectations are not met.
- Ensure consistent and compliant interpretation and application of HR policies and employment laws, partnering with appropriate stakeholders for guidance on employee relations matters.
- Provide timely, specific, candid, and considerate feedback up, down, and across teams and within and across the Region.
- Ensure timely corrective actions and fact-based terminations where required.
- Foster team engagement, recognition, and a positive performance-driven culture while building bench strength and leadership readiness.
4. Client and Resident Engagement
- Strengthen and sustain client relationships through proactive communication, transparency, and consistent delivery of results.
- Ensure proper preparation for client calls, visits, and meetings; prepare the team through coaching and guidance, joining client calls and meetings strategically to drive impact and resolution.
- Provide clients with clear updates, proactive insights, and action-oriented solutions promptly and professionally aligned to their investment objectives.
- Represent Greystar's brand, values, and service standards in all client and resident interactions, providing thoughtful senior leader guidance that supports ethical, sustainable, and value-aligned outcomes.
5. Risk Management and Compliance
- Ensure full compliance with legal, regulatory, and internal operational standards across the portfolio.
- Ensure audits are completed accurately and within established timelines; responsible for performing final review and confirming all action items have been appropriately addressed prior to approval.
- Proactively identify and mitigate operational and safety risks through inspections, daily incident reviews, and proactive follow-up with teams to ensure proper guidance and direction.
- Display sound judgment when to escalate critical issues to appropriate parties and maintain ownership through resolution.
- Maintain accurate documentation and reporting while staying current on legislative and industry changes.
6. Business Development Support
- Contribute to new business efforts through market knowledge, operational expertise, and performance credibility.
- Support underwriting and due diligence processes as needed to include transitions, dispositions, acquisitions, lease-ups, etc.
- Assist with pitch preparation and presentations, delivering confidently and effectively.
- Promote Greystar's reputation for operational excellence and service quality in all external engagements.
- Experience: Typically, 10 or more years of increasing responsibility and complexity in terms of relevant experience. Minimum of 5 years of progressive leadership experience in property operations or real estate management at the regional level or above, preferably in multi-family housing, with demonstrated ownership of portfolio performance.
- Education: Bachelor's degree in Real Estate, Business Administration, Finance, Accounting, or related field preferred. In lieu of a degree, minimum 5 years as a regional people leader with a proven track record in property operations or asset management, preferably within multi-family real estate, may be considered.
- Leadership: Proven people leader with the emotional maturity to build trust, inspire, motivate, set clear expectations, and drive results through others. Demonstrated ability to hold self and teams accountable, navigate shifting team dynamics, and lead effectively with leadership courage through change.
- Communication & Influence: Exceptional interpersonal, oral, and written communication skills, with the ability to communicate clearly across all levels of the organization. The ability to collaborate across teams and confidently engage with clients and stakeholders.
- Change & Problem Solving: Resilient, adaptable leader skilled at identifying issues, escalating appropriately, developing solutions, and effectively managing organizational change initiatives with property-level impact. Proven ability to provide clear direction, regular updates, and support throughout the change process while maintaining composure in fast-pace or high-pressure situations.
- Financial Acumen: Strong understanding of property-level financials, budgets, and performance metrics with the ability to confidently present financial updates, budget, and reports clearly with internal stakeholders and clients. Demonstrated ability to approach decisions with an investor mindset, understanding ownership objectives and tailoring strategies to achieve their specific financial and operational goals.
- Market Insight: Ability to analyze property and market asset performance data to deliver informed, data-driven recommendations, recognized as a trusted operational and market expert with knowledge of local market and real estate trends, real estate dynamics, and operational impacts.
- Customer Service: Relentless commitment to delivering exceptional service to our team members, residents, and clients while maintaining strong operational discipline.
- Values Alignment: Strong alignment with Greystar's values, brand, and culture, with a commitment to fostering accountability and performance, and promoting ongoing development, a growth mindset, and a climate that reflects these values across the Region.
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Additional Compensation:
Many factors go into determining employee pay within the posted range including business requirements, prior experience, current skills and geographical location.
- Corporate Positions: In addition to the base salary, this role may be eligible to participate in a quarterly or annual bonus program based on individual and company performance.
- Onsite Property Positions: In addition to the base salary, this role may be eligible to participate in weekly, monthly, and/or quarterly bonus programs.
Robust Benefits Offered*:
- Competitive Medical, Dental, Vision, and Disability & Life insurance benefits. Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service.
- Generous Paid Time off. All new hires start with 15 days of vacation, 4 personal days, 10 sick days, and 11 paid holidays. Plus your birthday off after 1 year of service! Additional vacation accrued with tenure.
- For onsite team members, onsite housing discount at Greystar-managed communities are available subject to discount and unit availability.
- 6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter).
- 401(k) with Company Match up to 6% of pay after 6 months of service.
- Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy).
- Employee Assistance Program.
- Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans.
- Charitable giving program and benefits.
- Benefits offered for full-time employees. For Union and Prevailing Wage roles, compensation and benefits may vary from the listed information above due to Collective Bargaining Agreements and/or local governing authority.
Greystar will consider for employment qualified applicants with arrest and conviction records.
Greystar is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable law.
Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to [email protected].
