Director of Operations

Company DescriptionProfessional Equity Management (PEM) is a private equity real estate investment firm specializing in multifamily properties across Sun Belt markets. Founded in 1994 and headquartered in Phoenix, Arizona, PEM has acquired more than $2 billion in multifamily assets, including over 25,000 units nationwide. The firm is known for delivering strong investment returns with an average IRR of more than 20% and successfully navigating multiple market cycles. Operating as a vertically integrated investment platform with over 150 professionals, PEM maintains a stellar reputation for integrity, performance, and exceptional service. The firm's current portfolio features high-quality Class A and A- properties with above-market occupancy rates and rent growth.Role DescriptionThe Director of Operations is a senior leadership role responsible for the overall operational performance of PEM's portfolio of more than 5,000 apartment homes across the Sunbelt region. Based in Phoenix, this individual provides strategic oversight to a team of four Regional Managers and three Regional Service Managers, ensuring consistent execution of company standards, financial performance, and resident experience across all communities.At PEM, we are guided by our core values: Respect, Urgency, Stewardship, Growth, and Integrity. These values shape our culture and drive our approach to service, leadership, and operational excellence.Key Responsibilities:Portfolio Operations LeadershipProvide strategic and operational oversight across all 5,000+ Class A units in the Sunbelt portfolio.Set and monitor operational KPIs including occupancy, net operating income, delinquency, renewal rates, and resident satisfaction.Conduct regular portfolio reviews with Regional Managers to assess performance, identify trends, and drive continuous improvement.Partner with leadership to align operational strategy with investment objectives.Ensure all communities meet or exceed brand standards, physical inspection benchmarks, and regulatory compliance requirements.Team Leadership & DevelopmentDirectly lead, coach, and develop four Regional Managers and three Regional Service Managers.Establish clear performance expectations, conduct regular one-on-ones, and deliver formal performance evaluations.Build a high-accountability culture that promotes professional growth, collaboration, and urgency.Identify talent gaps and partner with HR on succession planning, recruiting, and leadership development.Financial Performance & Budget OversightOwn the operational budget across the portfolio; review and approve regional budgets and variance reports.Monitor monthly financials and hold Regional Managers accountable to NOI targets and expense controls.Maintenance & Service OperationsOversee service operations strategy in partnership with Regional Service Managers, ensuring efficient make-ready processes, preventive maintenance programs, and vendor management.Drive consistency in maintenance response times, work order completion rates, and resident satisfaction scores.Evaluate vendor and contractor performance; support regional teams in contract negotiations and procurement.Monitor capital expenditure pipelines and communicate asset improvement needs to ownership and asset management.Compliance & Risk ManagementEnsure full compliance with Fair Housing laws, OSHA standards, and all applicable local, state, and federal regulations.Lead operational audits and property inspections; implement corrective action plans where needed.Technology & ReportingLeverage property management platforms (Yardi and similar tools) to drive operational efficiency and data-informed decisions.Develop and maintain standardized reporting cadences for senior leadership and ownership.Champion technology adoption and process improvement initiatives across regional teams.Perform other duties as assigned by senior leadership.Contribute to company-wide strategic initiatives, culture-building programs, and operational standards development.QualificationsBachelor's degree required; advanced degree preferred.Minimum of 8–10 years of progressive experience in operations leadership, with 4 years in a regional or portfolio-level leadership role preferred.Strong financial acumen with hands-on experience managing budgets, NOI performance, and variance analysis.Proficiency in Microsoft Office Suite (Word, Excel, Outlook).Proven ability to lead, motivate, and develop large, geographically dispersed teams.Excellent communication, presentation, and organizational skills.Ability to travel ~15% or less throughout the Sunbelt region for property visits.Must be able to pass a background check, drug screen, and possess a valid driver's license.