Vice President of Operations

Overview

The Vice President of Operations (“VPO”) will have executive level and broad / in-depth general management operational responsibilities for a large portfolio of properties consisting of a variety of rental housing programs, property sizes and geographic locations. 

The VPO will supervise Regional Property Managers who in turn supervise site teams consisting of administrative, supportive services and maintenance personnel at levels consistent with property resources.  The VPO will also supervise one or more Regional Maintenance Managers. 

The VPO will ensure their assigned apartment developments meet all financial goals as identified in their respective annual budgets.  The VPO will relentlessly pursue full occupancy / collection of rents and optimize rental income following program requirements / market conditions thus being a responsible steward for the success of each property. 

The VPO will also ensure that all compliance covenants and supportive service requirements are consistently met and that all maintenance tasks are managed professionally, while maintaining a safe work environment at these same developments.  The VPO will ensure the integrity of all financial and operations data /systems principally hosted in Yardi and the Pennrose HUB.  The VPO is also responsible for capital planning and the execution of those projects included in the annual capital plan for each property – managed principally through the Regional Maintenance Manager and on-site personnel.  The Regional Maintenance Managers will also have responsibility for in-field insurance claim administration and related work– generally completed by vendors. 

The VPO will ensure that the site staff members under their direction will provide excellent customer service to residents thus encouraging long-term retention.  The RPM will demonstrate this same high level of customer service to all particularly with Pennrose’s staff and many housing partners which includes state housing agencies, HUD, public housing authorities, lenders, investors and community leaders / neighbors. 

As a senior executive the VPO will demonstrate professional leadership and will support the development and training of those supervised, and will diligently pursue their own professional development by fully utilizing the Pennrose Academy and professional education available within the apartment industry. 

The VPO will report to the President. 

Responsibilities

Duties and Responsibilities 

• Effectively supervise rent increases, rent collections and the eviction process at all sites 
• Consistently market the properties to high standards, optimizing curb appeal and successfully converting applicant traffic / waitlists to successful residency while meeting all Fair Housing requirements in collaboration with Pennrose’s marketing / communications team 
• Understand all aspects of the affordable housing / market rate program features of the assigned properties – optimize the financial and operational performance of the properties within this construct by teaching staff about these programs and holding them accountable to the programs 

• Proactively manage housing partner subsidy programs /relationships particularly as it relates to rental housing subsidy, rent increases and inspections 
• Ensure site teams manage accounts receivable, accounts payable and cash so that the properties can successfully meet all obligations timely 
• Monitor utility consumption and related expense – optimize the use of NWP system and responses 
• Inspect properties following company timelines and following prescribed procedures and ensure corrective actions are taken where needed – safety being a high priority with this process 
• Provide thoughtful and comprehensive input to the capital planning process, the budget process in its entirety and examine expenditures for cost savings and efficiencies – share best practices with colleagues not only within assigned region but more broadly within Pennrose 

• Ensure all site staff are on-boarded effectively, trained, motivated and equipped to be successful stewards of the properties  
• Work orders, preventive maintenance, apartment turns and the leasing of vacant apartment units-– all to be done within company policy timeframes at all locations 
• Make certain that site staff process re-certifications, build / manage credible waiting lists for each unit type – anticipate issues impacting occupancy and financial performance – meet deadlines and work proactively  
• Own all aspects related to your portfolio of properties recognizing that this a 24-hour daily operation where VPO leadership / engagement is absolutely essential continuously 
• Teach staff about customer service, professionalism, safe work practices, effective property inspections, vendor management and the optimum use of technology / Mobile Maintenance/Yardi and Fair Housing, and the Pennrose Risk Management initiatives 

• Ensure properties are prepared to excel at all property inspections, including agency and REAC without the need for surges in staff and spending, i.e. have properties inspection ready at all times 
• Complete those insurance administration tasks necessary to successfully conclude insurance claims 
• Serve as a role model, mentor, coach and trusted resource to staff and residents 
• Ensure that Supportive Services programs are successful and meet site-specific obligations 
• Support the Pennrose Academy efforts to heighten the technical expertise of staff 

Performance Metrics 

• Properties will successfully meet all aspects of their annual operating budgets 

• Employee retention will increase and staff competency will be improved 
• Property inspection results will be consistently excellent 
• Unit turnover and unit occupancy times will steadily improve as will tenant retention 
• Insurance claim work will be administered timely and professionally 
• Work order and preventative maintenance completions will meet PMC standards consistently 

• Properties will not experience insurance claims due to neglect on the part of staff 
• Resident satisfaction surveys will yield consistently positive results 
• Site staff will demonstrate growing competency and professionalism

Qualifications

Required Education and Experience: 

• College degree required / CPM a plus 
• Ten years of increasing property management responsibility to include all aspects of a multi-site operation. 
• Expert knowledge of both affordable housing and market rate housing 
• Technology literacy and solid understanding of operating software 
• Advanced industry training credentials which authenticate understanding of rental housing programs 

• Requires a valid driver’s license, an insured vehicle, and the ability to travel (between properties) 

Working Conditions: 

• Ability to work periodic flexible hours is required.  Ability to travel by plane and automobile is required.  

• Ability to work at property locations within or near transitional neighborhoods 
• Ability to climb stairs, take elevators, bend, squat and reach overhead.