Job Title

Chief Operating Officer, Multifamily Asset Services

Biltmore at Camelback (https://www.biltmoreatcamelback.com/)

Job Description Summary

CHIEF OPERATING OFFICER, MULTIFAMILY
We are seeking a strategic and innovative Chief Operating Officer (COO) to lead operational excellence within our Multifamily Asset Services business. This executive role partners closely with the President, Regional Leadership, and functional support teams to drive performance, profitability, and service excellence in operations across all managed properties.
The COO will be instrumental in shaping and executing operational strategies, ensuring robust controls, and fostering a high-performance culture that supports organizational growth and client satisfaction.

Job Description

PRINCIPAL RESPONSIBILITIES

Operational Leadership

• Ensure the organization’s operational processes and procedures effectively support the achievement of key performance indicators (KPIs) such as occupancy, rent growth, NOI, and expense control. Continuously assess the effectiveness of the operations, identify areas for improvement, develop and implement solutions, and lead through the change process.
• Standardize operating procedures and best practices across regions.
• Cultivate a culture of accountability and operational excellence.
• Keep abreast of new and emerging trends that will transform the industry. Innovate and proactively adapt operations to position our business to thrive in the evolving environment.
• Champion business transformation by adopting a data-driven approach to assessing and implementing tools, systems, and processes.
• Engage and collaborate with functional partners across the organization and build strategic alignment.

Financial Execution

• Collaborate with the President, CRO, CFO and Region Leaders to provide the operational tools and resources needed to monitor, measure and achieve financial goals and manage budgets.
• Monitor and assist in analyzing financial performance at both property and portfolio levels to identify cost-saving opportunities and operational efficiencies.

Team Leadership

• Lead the Multifamily Operations Center of Excellence (COE) team, collaborating with Transformation and Centralization teams.
• In partnership with the Executive Managing Directors, mentor and develop the Region Operations Leaders.
• Establish and stand-up training programs to ensure full compliance across all operational processes.
• Cascade all operations initiatives to the COE and in-region operations teams. Ensure teams are trained, resourced, and empowered.
• Promote leadership continuity and succession planning.

Risk Management & Compliance

• Partner with the global legal and risk teams to drive excellence in assessments, insurance and contract management.
• Oversee and maintain the Master Insurance Policy for Multifamily, ensuring accuracy, continuity and alignment with organizational guidelines.
• Ensure full adherence to federal, state, and local regulations in corporate and on- site operations.
• Work closely with the Employee Health & Safety and Learning & Development teams to champion rigorous safety protocols and uphold high-quality standards across all operational areas.
• Anticipate and mitigate operational risks while addressing client concerns with agility and professionalism.

Strategic Growth & Infrastructure

• Design and enhance infrastructure capabilities to support scalable growth and adapt to evolving business demands.
• Drive cross functional collaboration to implement systems, tools, and people strategies.
• Assess and validate market opportunities and support expansion through M&A and service growth.
• Develop benchmarking tools to measure progress and performance.
• Attract, recruit, and retain top talent while fostering career development.
• Partner with Regional and City Leaders to address local opportunities and challenges.

REQUIRED EXPERIENCE AND KNOWLEDGE

To perform this role successfully, an individual must be able to perform all essential functions satisfactorily. The requirements define the knowledge, skill, and/or ability necessary to perform the essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to inspire and motivate others to perform well and accept feedback from others
• Ability to manage quality by looking for ways to improve and promote quality and demonstrate accuracy and thoroughness