Director of Commercial Property Management

Position: Director of Commercial Property Management

Purpose: Responsible for leading the Commercial Property Management team

Reports to: Chief Operating Officer

Characteristics: High Energy, Driven Leader, Superb Customer Service, Ability to Develop Systems

Job Summary:

The Director of Commercial Property Management will lead a team responsible for the care of commercial properties in our management portfolio. This role focuses on achieving operational excellence through strategic direction, KPI management, and client satisfaction. The Director will ensure the property management team—including property managers and maintenance technicians—perform to high standards, delivering best-in-class service to both owners and tenants.

Key Responsibilities:

1. Team Leadership & Development:

• Lead, mentor, and motivate a team of property managers and maintenance techs to achieve performance objectives that align with our company’s Strategic Plan

• Set clear expectations, monitor performance, and ensure accountability through regular feedback, coaching, and performance evaluations

• Foster a culture of ownership, communication, and responsiveness - ensuring alignment with company values and goals

• Generate processes and procedures to optimize efficiency and streamline efforts

2. KPI Management & Strategic Objectives:

• Develop and track Key Performance Indicators (KPIs) in alignment with our company’s Strategic Plan to measure the effectiveness of property operations, including occupancy rates, tenant satisfaction, financial performance, and maintenance efficiency

• Drive continuous improvement by analyzing KPI data, identifying areas for operational enhancement, and implementing strategies to address deficiencies

• Collaborate with leadership to establish long-term strategic objectives and ensure their alignment with operational goals

3. Client Satisfaction & Relationship Management:

• Serve as the leadership point of contact for property owners and clients, ensuring their needs and expectations are met with a focus on long-term satisfaction and retention

• Provide regular updates and reporting to clients on property performance, leasing activities, financials, and capital improvements

• Proactively address and resolve any client concerns, implementing solutions that enhance the value and performance of their properties.

4. Operational Oversight & Efficiency:

• Oversee day-to-day operations of commercial property management, ensuring properties are well-maintained, compliant with regulations, and meeting financial goals

• Collaborate with the Maintenance Director to ensure maintenance staff is effectively addressing service requests, preventive maintenance, and capital projects

• Develop and manage operating budget process for properties, focusing on expense control and maximizing NOI (Net Operating Income)

5. Leasing & Tenant Retention:

• Promote company brokerage leasing services for commercial vacancies to drive occupancy, minimizing vacancy rates, and achieving rent growth

• Oversee tenant retention initiatives, including timely handling of tenant issues or disputes

• Ensure lease agreements are properly executed and enforced, and work with legal counsel as necessary on lease-related matters

6. Compliance & Risk Management:

• Ensure properties comply with all local, state, and federal regulations, including safety and environmental standards

• Identify and mitigate risks related to property management operations, including legal, financial, and safety risks

• Oversee insurance claims and risk management strategies to protect property value and minimize liability

Qualifications:

• Bachelor’s degree in Business Administration, Real Estate or related field

• Minimum of 6 years of experience in property management, with at least 3 years in a leadership role overseeing a team

• Proven track record of successfully managing commercial properties

• Strong understanding of property management financials, including budgeting, forecasting, and NOI management

• Experience with KPI development, monitoring, and analysis

• Exceptional leadership and team-building skills

• Excellent communication and client relationship management abilities

• Proficiency in property management software (Yardi, AppFolio, etc.)

• Relevant certifications (CPM, ARM, etc.) are a plus

Competencies:

• Strategic Thinking: Ability to align day-to-day operations with long-term strategic objectives

• Client Focus: Commitment to meeting the needs of clients while ensuring high standards of service

• Problem Solving: Proactive in identifying challenges and developing effective solutions

• Collaboration: Capable of working cross-functionally with teams, clients, and stakeholders

• Adaptability: Able to adjust to changing market conditions and client demands

Compensation & Benefits:

• Annual salary commensurate with experience

• Full Health Benefits including health, dental, vision and HSA plan

• 20 days Paid Time Off (PTO) (Leadership PTO Level)

• 401k Participation after 1 year of service

• PTO for 11 major holidays

Company Overview:

SVN | Second Story’s Property Management team works to make sure our city is thriving and our clients are satisfied. Our team comprises departments including business development, property management, leasing management, maintenance, accounting and marketing. While protecting our client's investments, we work to not only keep properties in immaculate shape but also provide the customer service needed to build relationships and enhance tenant's on-site experience. Our management portfolio includes multi-family communities as well as mixed-use developments and commercial properties.

Focused on residential and commercial property management and real estate brokerage, SVN | Second Story has a culture that provides a fun and quality work environment, room for growth and autonomy. Because we’re a young, fast growing company, we believe in effective communication, utilizing technology as much as possible for processes and operations, and thriving in a competitive environment.

The SVN® organization is a globally recognized commercial real estate entity united by a shared vision of creating value with clients, colleagues, and our communities. Our brand pillars represent the transparency, innovation, and inclusivity that enables all our offices to collaborate with the entire real estate industry on behalf of our clients. SVN’s unique Shared Value Network® is just one of the many ways that SVN offices create amazing value with our clients, colleagues, and communities.

SVN | Second Story Vision and Mission

Vision: To make a positive impact on generations to come through partnership with our clients and care of their real estate assets on a national level. Our work leaves a lasting imprint on the communities in which we live and work.

Mission: Wake up every day ready to deliver unparalleled professional commercial real estate expertise, dedicated care, and operational excellence.

Core Values

• Fun. We strive to find joy in what we do.

• Bold. We show grit and rise to the challenge.

• Integrity. Our word matters.

• Ownership. We take responsibility for every area of our lives.

• Onward & Upward. We strive for continuous progress & improvement.