SUMMARY OF RESPONSIBILITIES

The Vice President of Operations will develop strategies and lead the execution of First Key Home’s initiatives related to property management. This role will direct teams, implement and reinforce policies, programs, and initiatives that achieve budgeted financial results as well as develop and lead programs that promote customer satisfaction, operational excellence, and market growth. S/he will be heavily focused on driving the achievement of market operations metrics in a fast pace, high-growth environment that requires adaptability to changing priorities and responding to matters with a sense of urgency.

ESSENTIAL DUTIES

• Assist with formulating the annual goals and business plan in line with FirstKey Homes strategic goals. Helps develop budget(s) by analyzing and evaluating financial statements, reconciling monthly statements against approved budget, and working with the Senior Vice President of Property Operations and others to discuss financial resource needs and issues.
• Serve as the liaison between market operations and corporate property operations. Communicate important organizational updates, address issues that arise across market operations and provide business cases for operational needs as necessary.
• Oversee the operating performance of and compliance with FirstKey Homes’ property management procedures and policies by inspecting properties, reviewing financial pricing models and marketing plan(s), conducting operational and financial audits, and enforcing corrective action plans as necessary to achieve stated goals and objectives.
• Oversee workforce planning for market operations. Monitor market growth and adjust workforce needs accordingly.
• Supervise the staffing and talent acquisition for all market operations. Manages team members by assisting in interviewing, hiring, orienting, training team members, and overseeing their performance in accordance with FirstKey policies, values, and business practices.
• Monitor customer satisfaction KPIs for market operations. Follow-up with District Operations Directors regarding issues with response times and resolutions. Serve as point of contact to resolve escalated, complex resident issues.
• Remain informed of market and economic conditions. Communicates emerging trends, opportunities, and potential threats. Assist in creating long- and short-term business plans that achieve targeted growth and market presence objectives.
• Develop, maintain and implement standard operating procedures for market operations staff across roles and regions. Communicate important updates and reinforce compliance to processes.
• Identify and lead process improvement initiatives by identifying opportunities for enhancing business performance, and leading specific project teams in developing and implementing new programs, policies, procedures, and practices.
• This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

• Employee works in an office environment but may also have frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.
• Must be able to physically access all exterior and interior parts of the properties and amenities within the assigned geographic portfolio and markets.
• Regular and routine travel by car and plane will be required to conduct site inspections and market visits throughout the assigned markets within the U.S., in addition to attending business meetings and events, and for other situations necessary for the accomplishment of some or all of the daily responsibilities of this position.
• May sit or stand for several hours at a time
• Prolonged exposure to computer screens, mobile devices, and other electronic equipment
• Repetitive use of hands to operate computers, printers, and copiers

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in Business, Real Estate, Property Management or equivalent work experience and/or education
• High proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Minimum 10 years working in real estate, property management or similar role
• Minimum 8 years with progressive leadership responsibilities
• Experience operating at a VP leadership level
• Proven ability to lead teams to achieve organizational goals
• Site-level experience with property management, in order to effectively lead, direct, and supervise property operations, maintenance, resident satisfaction, marketing and sales, and overall portfolio performance.
• Experience with resolving customer issues, complete financial records, increase sales revenues, and coordinate effective advertising campaigns.

PREFERRED EDUCATION AND EXPERIENCE

• Prefer experience with affordable housing programs (i.e. low-income housing tax credit and/or HUD).
• Knowledge of single-family residential property management
• Experience using Yardi or similar property management program
• Experience working in a fast pace, high-growth company

REQUIRED KNOWLEDGE

• Customer Service— Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Construction— Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.
• Sales and Marketing— Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

WORK STYLES & BEHAVIORS

• Strategic Vision and Planning – Appropriately aligns business strategy with technology solutions to drive achievement of company goals.
• Commercial Orientation – Knows how the company's revenue and profit are derived and understands the necessity of achieving these targets.
• Market Knowledge – Knows the basics of the competitive market and the business context; may have some knowledge of competitors.
• Results-Driven – Meets and beats own and departmental goals plus regularly introduces improvements.
• Change Leadership – Challenges the status quo in furtherance of a better way. Builds collaborative support to drive team acceptance of change.
• People Leadership – Motivates, develops, and directs team members to maximize performance.
• Communication, Collaboration and Influence – Team player who effectively influences others to accomplish company goals.
• Business Judgement – Considers the relative costs and benefits of potential actions and selects the most appropriate one.
• Creative Problem Solving – Reframes or restructures problems in a different way to seek innovative solutions.
• Executive Presence – Regularly and confidently shares ideas and information with peers, supervisor and Board. Body language and visual image convey confidence, engagement and composure.

FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.