Director – Centralized Resident Application Department

Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-deeded residential assets (SFR) while retaining control and valuable lines of sight into their investments over time. Second Avenue’s proprietary technology and exclusive relationships have allowed it to bring scale to scattered single-family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition, and property management services for its clients.

We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform – www.secondavenue.com

Job Summary

The Director – Centralized Resident Application Department is responsible for developing and implementing strategic initiatives to optimize resident onboarding and Housing Choice Voucher (HCV) program processes, ensuring seamless experiences for residents, and fostering strong partnerships with service providers. This position will be based in the Tampa, FL Single Family Rental (SFR) division. We are seeking a dedicated Director - Resident Onboarding that has significant experience in strategic planning, project management, process optimization, and team leadership within the SFR industry. The ideal candidate will have a proven track record of driving operational efficiency, enhancing customer experience, and building successful internal and external relationships, coupled with a strong ability to lead and mentor teams towards achieving departmental and organizational objectives.

Duties and Responsibilities

• Actively assess the current departmental operating structure and provide strategic input to enhance Resident Onboarding and HCV operations to optimize alignment with Second Avenue's mission and long-term objectives.

• Identify opportunities for process optimization, efficiency improvements, and service enhancements to drive overall departmental effectiveness. Opportunities should be effectively evaluated from a cost efficiency and effectiveness perspective.

• Oversee the development and execution of streamlined processes and workflows for market rate and HCV resident onboarding, ensuring a seamless and positive experience for all new residents.

• Collaborate with cross-functional teams to identify and address operational challenges and implement solutions to improve efficiency and effectiveness.

• Lead the strategic management of relationships with Housing Authorities and other organizations.

• Collaborate with the technology team to identify opportunities for leveraging technology to enhance resident onboarding processes and HCV management capabilities.

• Provide key input to adoption of innovative solutions and digital platforms to streamline operations, improve communication, and enhance the resident experience.

• Provide strategic leadership and mentorship to the resident onboarding and HCV teams, fostering a culture of excellence, collaboration, and continuous learning.

• Empower team members to take ownership of their roles and contribute to the achievement of departmental and organizational goals.

• Update key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of resident onboarding and vendor support operations.

• Analyze performance data, identify changes in trends, and provide actionable insights and recommendations to senior leadership for continuous improvement.

• Ensure compliance with relevant regulations, laws, and industry standards governing resident onboarding processes and vendor management activities.

• Contribute to the development initiatives to drive growth and expansion.

Qualifications

• Minimum of 8 years of experience in residential property management, with significant experience in leadership and operational management roles.

• Direct experience working with Housing Choice Voucher (Section 8) programs is highly desirable.

• Knowledge of federal regulations, HUD guidelines, and policies related to housing assistance programs is preferred.

Education and Experience

• Bachelor’s Degree in Business Administration, Real Estate Management, Project Management or a related field required.

• High competency in setting long-term goals, identifying key initiatives, and allocating resources effectively.

• Successful track record with respect to managing departmental budgets, optimizing costs, and maximizing KPIs.

• Ability to managing diverse stakeholder expectations and balancing competing priorities.

• Solid ability to lead and manage organizational change initiatives, including process improvements, and technology implementations.

• Proven track record of driving operational excellence, process optimization, and performance improvement initiatives.

Job Competencies

• Ability to develop and execute strategic plans to achieve departmental and organizational objectives.

• Skill in fostering a culture of adaptability and resilience to navigate changes successfully.

• Comprehensive understanding of financial principles and the ability to analyze financial data and forecasts.

• Strong stakeholder engagement and relationship-building skills, with the ability to collaborate effectively with internal and external partners, clients, and vendors.

• Excellent verbal and written communication skills, with the ability to articulate complex ideas and concepts clearly and persuasively.

• Strong understanding of property management principles, resident onboarding processes, and vendor management best practices.

• Proven track record of driving operational excellence, process optimization, and performance improvement initiatives.

Benefits

• Medical, Dental and Vision Insurance, Employer Paid Short-Term/Long-Term Disability and Life AD&D Insurance, 401k, PTO, and Paid Holidays.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Second Avenue is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.