The Director of Operations oversees the success of a diverse multi-state portfolio of communities and ensures that the division achieves financial goals while exceeding customer expectations. This role is responsible for overseeing all phases of the operation in the portfolio of communities, including, but not limited to, business plans, sales goals, marketing positioning, asset quality, financial objectives, facilities management, and control of all personnel and resources so that the portfolio is maintained at all times in good physical condition with a stabilized fiscal operation. This role ensures the division employees adhere to all applicable fair housing laws governing real estate sales, leasing and management/maintenance services.
Mentor, coach, inspire and develop employees at all levels within the division.
Inspire and empower high performance of team, while holding accountable to results.
Prioritize and control risks related to safety of employees and residents.
Communicate company’s strategic direction and execute all corporate policies and procedures.
Represent Lakeshore’s interests to local and state governments and any other organizations that could influence and assist in business affairs within each region they oversee.
Maintain current knowledge of governing documents, applicable state statutes, and local ordinances that apply to each community/state. Review, understand and be able to explain a variety of community legal documents– rules and regulations, leases, amendments, addendums, common area maintenance agreements.
Maintain strong and highly responsive relationships with senior executives, the extended leadership team and other department’s support teams in the company.
Collaborate with all departments to create and execute short- and long-term business plans for communities within the division.
Review all incoming and outgoing correspondence as well as documents and presentations for accuracy and completeness before distribution or going to SVP or other leaders for signature or review.
Ensure all community databases are maintained for the division, including but not limited to community data, safety audits and trip reports, vendor data, legal contacts and documents, resident events/meetings and the employee directory.
Establish budgets and manage budget compliance for each community to ensure all financial and operational objectives are met. Work with Regional and Community managers as well as other department leads (sales, utilities…) to understand and report on variances.
Ensure budgeting, planning and execution of community expansion and improvement projects.
Maintain a current understanding of the market position of every community within the division and be pro-active in presenting business plans if adjustments are required to maintain our competitive edge.
Assist with the site evaluations and preparation of short- and long-range business plans and budgets of prospective acquisitions; Lead the integration of acquisition communities upon closing.
Perform property visits in the manner established by Lakeshore to monitor and assess the physical assets, review property presentation and evaluate resident and employee engagement.
Demonstrate commitment and passion to customer experience and problem resolution. Assist Regional and Community Managers with customer service/retention initiatives.
Develop and implement corrective action plans for any operational deficiencies.
Interview, hire and ensure welcoming and execution of all needed training to new employees.
Evaluate performance and effectiveness of employees.
Participate in improving and redesigning processes for efficiency.
Adhere to all audit guidelines; participate/conduct community auditing of systems and processes.
Prioritize, plan and perform multiple urgent tasks seamlessly.
Handle sensitive business and confidential information with discretion and diplomacy.
Uphold and maintain a positive cultural atmosphere.
Support the team and the organization in whatever capacity needed; embracing unexpected duties and projects as they arise.
Special projects as assigned by the SVP of Operations.
Bachelor’s degree or experience equivalent to a four-year degree
Experience in a multi-site/portfolio senior property management role
Demonstrated success in leading teams against aggressive operational and sales goals
Able to plan and execute effective strategies that have led to measurable business growth
High degree of proficiency with Microsoft Office applications including Excel, Word, and PowerPoint
Superior analytical skills; quantitative-minded, problem solver
Strong work ethic, utmost level of integrity, attentiveness to detail and ability to meet deadlines
Demonstrated excellent written and verbal communication skills
Ability to manage multiple competing deadlines and consistently meet deadlines
Demonstrated ability to work independently, with little oversight, and with accountability to achieve desired results.
Ability to understand and apply Fair Housing laws and local and state housing regulations
Ability to travel up to 75%
FLSA CLASS: Exempt
REPORTS TO: Senior Vice President of Operations
SUPERVISORY RESPONSIBILITIES: Supervises 4-6 Regional Managers and a Director’s Assistant
JOB CATEGORY: Regional
POSITION CLASS: Director
Treats everyone with respect, compassion and kindness – Builds internal respect and loyalty with customers. Demonstrates concern for customers. Effectively responds to customer needs. This includes responding timely to requests, listening to others, and seeking to understand others when there are differences of opinion, finding ways to build on each other’s ideas. Acts with empathy and focus, while able to resolve problems.
Demonstrate integrity, transparency and doing things the right way – Makes lemonade out of lemons. This includes following policies, demonstrating financial responsibility with Lakeshore assets, complying with state and federal law, and practicing safety. Conforms to the highest professional standard. Turns challenges into wins.
Collaboration and team work – Involve key stakeholders in decision making. This includes developing and maintaining positive work relationships. Enhances the level of mutual cooperation. Actively participates in team-oriented objectives and activities. Focuses on team success, over individual.
Solves problems and is transparent about outcomes – Champions new initiatives beyond the scope of the department. Seeks to improve in all aspects of work performance. Creates an environment of continuous improvement and innovation. Encourages people to maintain high standards of quality and thoroughness.
Serves our employees and residents to improve their lives – This includes maintaining the property that creates curb appeal, a welcoming community environment, supports individual and family activities, creates a sense of neighborhood. At work, continually challenges self to grow and develop to be the best you can be at work.
Developing Fellowship – The ability to influence others through insight, logic and communication in a positive way to attain results. Inspires and motivates others to achieve goals, complete task and deliver discretionary effort. Is a consistent role model of the Lakeshore values, leadership competencies, and a commitment to continuous improvement.
Implementing the Vision – The ability to articulate the vision and get others to take responsibility through training, setting clear and transparent expectation, managing performance, providing early, often, and actionable feedback. Provides appropriate tools and resources for employees to implement vision and tactics. Delegates effectively.
Following Through – The ability to create plans, check-in periodically to insure progress is being made, and assist as appropriate to remove barriers, helps others learn from mistakes and insure task are completed. Also includes, asking tough questions, facing disagreements, and managing conflict constructively. Holds self and others accountable to agree upon expectations.
Achieving Results – Sets challenging goals, stays focused on results, and builds a culture where employees want to provide maximum contribution. Demonstrate leadership by challenging status quo, taking a stand, have healthy, respectful debate to improve processes and outcome.
Team playing – Builds credible and trustworthy working relationships with boss, peers and subordinates. Develop followers to use their strengths and help them achieve their professional goals. Viewed as an effective team member and has ability to influence senior leaders.
COMPENSATION: Competitive salary based on experience, and we offer competitive compensation and benefits package
LOCATION: Open to work remotely in any areas where our communities are located; Tampa, FL preferred. Position requires travel within portfolio that spans multiple states.
Lakeshore Management is an equal opportunity employer. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, gender identity, sexual orientation, disability, national origin, or protected veteran status. Applicants are encouraged to confidentially self-identify when applying. Employment is contingent upon successful completion of background investigation including pre-employment drug screening. Lakeshore is a smoke-free and drug-free workplace, for the purpose of workplace safety and health for all. No recruiters or agencies without a previously signed contract. Only candidates whose profiles closely match requirements will be contacted during this search.
Covid-19 Protocols for all Candidates:
Social Distancing (6 feet)
Masks are required
We provide sanitizer to keep hands clean
If arrangements are needed please discuss with Hiring Manager
General-Other: Project-Program Management, Real Estate Agent-Broker, Real Estate Appraisal, Real Estate Leasing-Acquisition, Property Management
NO Security Clearance
Frequently required to sit; Occasionally required to talk or hear; While performing the duties of this job, the noise level in the work environment is usually moderate; Occasionally required to lift up to 10 pounds. This role requires airline travel.
Lakeshore Management is a private operator of mobile home communities throughout the United States, managing and operating both all ages and 55+ communities. Our mission is to provide excellent customer service and satisfaction to our residents through empowered team members who operate our communities effectively, efficiently, and ethically. Lakeshore is a dynamic, fast-growing company that has been in business since 1998 and has seen 65% growth in the past 10 years in 9 states.
At Lakeshore we hold our customers, employees, and communities in the highest regard. We strive to incorporate both the needs of our company and the needs of our ever-changing world into our entrepreneurial environment. Lakeshore embraces Diversity and Inclusion, and is an equal opportunity employer.