Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon's culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life's potential. For more information, visit Tricon Residential.

Job Description

The Director, Operations (Single-Family Rental Community) is responsible for leading all phases of operation of an SFRC, including but not limited to the setup of each SFRC, direct supervision and development of the on-site management team, financial performance to budget, and accountability for resident relations and maintenance functions. The position provides inspirational leadership, successfully promotes company values, and creates an environment of exceptional customer service for clients, residents, and vendors.

Essential Duties and Responsibilities:

Follows the Onboarding checklist to ensure all Single-Family Rental Communities (SFRCs) are set up properly and meets each deadline date
Assist in the interview process for new SFRC team members and vendors
Oversees all community operations for several onsite teams including maintenance and resident services, delegate responsibility, and ensures all projects are on track during lease up
Works closely with the Community Manager (CM), maintenance, and construction/development team to ensure homes are delivered on time
Partners with CM and maintenance during PMI walks and only accepts homes that are to Tricon standards
Assists in developing best in class SOPs
Understands trends/technology in BTR asset class as a whole
Through coaching of the CM creates a customer service focused culture for residents, clients, vendors, and employees
Ensure the onsite teams are following the SFRC Preleasing Plan responsibly and effectively
Responsible for all onboarding and training of new CMs to ensure they are set up for success throughout SFRC set up, pre-lease, and lease up to create a culture of excellence and continuous learning
Provides leadership to onsite team to ensure expectations are achieved and the Tricon brand is represented well
During pre-lease and lease up 1:1s consistently occur with CM and Superintendent
Weekly update reporting is created and shared to broader group
Reviews the lease up strategy for each SFRC consistently and proactively
Partners with CM to monitor Google/Yelp reviews and Voice of the Customer surveys
Responsible for healthy collaboration and partnerships with other departments, divisions, and business partners
Be creative and innovative in improving operations of the SFRCs
Maintain a positive culture of leadership the onsite teams, fostering strong resident relations and a sense of community
Maintain a strong understanding of current market conditions and trends for each SFRC

Qualifications:

Bachelor's degree preferred
5+ years related experience in single family rental community management and/or multi-site director level experience of 500+ units
Lease up experience required
Possess patience, are influential, and a great communicator
Foster a strong passion for teamwork, customer service, marketing, and sales
Industry professional designation(s) a plus
Training and/or coaching certification(s) a plus
Innovative thinker

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch.

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.