Director – Global Management Solutions - Living Property Operations

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

The Director of Living Management plays a key leadership role in shaping and governing operational standards, programs, policies, and reporting frameworks for Hines’ residential and mixed-use portfolio. This position partners with property, continental, and fund teams to support operational strategies and ensure alignment with firmwide goals. The Director oversees the development and implementation of procedures that promote consistency, quality, and resident satisfaction, and may support on-site teams in assessing operational performance, identifying areas of risk, and delivering training to reinforce compliance and best practices.

 

• Provide strategic leadership for Hines’ Living Management platform across multifamily and mixed-use properties, driving premium rent strategies and high occupancy through operational excellence and exceptional resident experience.
• Develop and govern policies, procedures, and standards that directly support rent optimization, monetizable services, and differentiated community offerings to enhance asset value and competitiveness.
• Oversee service partner performance with a focus on delivering elevated amenities and premium resident services that justify top-tier rental pricing and increase retention.
• Identify, evaluate, and implement technology platforms that enhance resident convenience, enable service monetization (e.g., concierge, smart home integration), and support proactive lease management.
• Contribute to firmwide initiatives that improve operating margins, unlock new revenue streams, and position Hines communities as market leaders in lifestyle, hospitality, and convenience.
• Advise on community design and amenity programming during development, lease-up, and repositioning phases to ensure offerings align with target demographics and support premium pricing.
• Lead or support regular community experience assessments focused on amenity utilization, resident satisfaction, and service delivery quality—all factors impacting lease renewals and rent growth.
• Build strong partnerships with internal stakeholders and external providers to align community operations with financial goals and brand positioning.
• Collaborate cross-functionally to develop scalable toolkits that streamline operations, enhance upsell opportunities, and improve the consistency of premium service delivery.
• Leverage data on occupancy trends, rent roll performance, amenity usage, and resident feedback to inform dynamic pricing, retention strategies, and service investment decisions.
• Mentor property and community managers on strategies for revenue growth, hospitality-driven management, and proactive engagement to reduce vacancy and turnover.
• Partner with Learning & Development to deliver training that equips teams to maximize rent potential through superior service, amenities management, and resident relations.
• Coordinate with Central Operations, Asset Management, and Risk to ensure all community practices contribute to long-term asset appreciation and occupancy optimization.
• Contribute to pilot programs and innovation initiatives that test new monetization models (e.g., flexible leasing, premium access tiers, or amenity subscriptions).
• Represent Hines in resident forums and industry platforms as a leader in community-focused strategies that deliver measurable financial outcomes and tenant loyalty.

Qualifications

Minimum Requirements include:

 

• Bachelor’s degree Communications, Public Relations, Marketing, Hospitality/Event Management, Human Resources or Organizational Psychology from an accredited institution preferred or equivalent years of direct experience required.
• 7+ years of progressively responsible experience in residential or multifamily maintenance operations
• Proven leadership of geographically distributed teams, including oversight of vendor performance and staff development.
• Demonstrates deep expertise in multifamily and mixed-use community management, applying operational strategies that drive premium rents, maximize asset performance, and enhance the resident experience.
• Develops and governs toolkits, policies, and procedures that ensure unit readiness, seamless move-ins, efficient turn processes, and monetization of amenities and services.
• Maintains fluency in communit