Senior Community Manager - Modera Westside Trail

At Mill Creek Residential we are committed to building a diverse, equitable and inclusive workplace where our associates can grow and bring their whole selves to work. This starts with our recruiting and hiring process. We want you to know that we encourage you to apply if this job excites you, even if you don’t meet 100% of the requirements. You may just be the right candidate for this role, or another role and make your mark at Mill Creek.

The Sr. Community Manager drives financial performance, operational and leasing excellence, and delivers outstanding customer service at one or more communities. Provides leadership and management for the community operations and maintenance teams. This position is responsible for setting performance standards and coaching, developing, and empowering associates towards achievement of desired business outcome. 

The role will be considered for large communities, communities with a high degree of difficulty, lease up or renovations, and/or multi-site responsibility. The Sr. Community Manager may also function as part of expanded work groups when necessary.

Candidates must have a minimum of two (2) years of experience in the Community Manager role with Mill Creek. This position should be looked to for setting performance standards for the region. The Senior Community Manager will be the first go-to person for other Community Managers within the region as a resource for advice and policy questions.

Oversight of multiple communities as Community Manager does not guarantee the title of Senior Community Manager, as it is based upon mastery, excellence and proven performance. Associate may be expected to host monthly calls with the other Community Managers in the region to gather feedback and offer assistance where needed.  This position works in conjunction with Learning and Development to mentor and support newer Mill Creek associates in their region. 

Reports to: Vice President or Regional Manager has primary authority and works with the Senior Community Manager to determine the exact "day-to-day" duties. Decisions will take into account the Senior Community Manager’s skills, experience, career goals, and how the individual best fits the working requirements of the community.

Essential Functions/Responsibilities

Financial Performance

• Manage financial aspects of operations for the assigned community (or communities) that contribute to the business goals
• Develop, implement, and monitor programs to maximize revenue, maintain expense control, and increase value
• Oversee pricing and occupancy strategies
• Assist in preparation of community budget
• Provide thorough and strategic monthly reforecast, monthly operating report, and executive summary of operations
• Review and approve, or submit for approval, all contracts within the limits defined by MCR budget authority levels
• Anticipate and communicate significant departures from the budget immediately and in accordance with the company policy and standards
• Partner with community Service Manager to review and recommend capital improvements and capital programs for expense reduction
• Address and complete all other duties as assigned

Sales and Marketing

• Oversee sales, lease renewals, move-in and move-out process
• Oversee administration and completion of the resident renewal program, move-in and move out process
• Maintain accurate and in-depth knowledge of community inventory, pricing and availability as well as general knowledge of competitors
• Foster a thorough understanding of the community’s competitive environment in a submarket and adjust operating strategy accordingly
• Participate in Revenue Management calls when applicable
• Address and complete all other duties as assigned

Operating Standards

• Ensure community (communities) maintain brand standards including property presentation, marketing, office and model appearance and associate appearance. Inspect what you expect.
• Review and analyze operations reports to track community performance and understand the impact of local economic conditions on community operations
• Ensure community is compliant with all applicable MCR and Partner (where applicable) procedures and all federal, state and local laws, specifically Fair Housing regulations at the community level
• Partnering with Service Manager, recommend capital improvements for community
• Manage contracts with 3rd party service providers
• Address and complete all other duties as assigned

Associate Management and Development

• Responsible for recruiting, hiring, associate scheduling, work assignments, training and performance evaluations
• Expected to maintain 100% compliance with team and individual training, meet company targets for Customer Experience Scorecard, audits, inspections, as well as compliance with all policies and procedures
• May be asked to present community or regional information on leadership or partner calls
• Empower, engage and develop associates to achieve great performance and desired business outcomes
• Establish goals and accountability for team. Provide feedback, coaching and support to drive achievement of established goals, reward success: hold one on one meetings with staff members
• Manage performance of subordinates.  Conduct performance appraisals; provide development support (i.e. coaching, counseling and training); make decisions regarding hiring or termination of community associates
• Support associate development.  Provide targeted training and growth opportunities
• Champion and enforce the Mill Creek Brand Promise, Service Standards and Manifesto
• Address and complete all other duties as assigned

Education and/or Experience

• High School diploma or equivalent (GED), Bachelor’s degree or related experience preferred
• 5 years of progressive responsibility in multi-family,  hospitality or retail industry
• 3 years multi-family or related property management experience in a management role  

• Commitment to, and passion for, providing outstanding customer service
• Strong communication skills (written and verbal)

Skills/Specialized Knowledge

• Manage community performance including financial performance, customer service, sales, communications, marketing, negotiation, crisis management and staffing
• Analyze data/reports to develop solutions to sustain high standards of customer service, optimal revenue generation and effective expense management
• Ability to set clear objectives and define success for individuals and the team. Establish team accountability and lead team to achieve desired business outcomes
• Supervise subordinates and provide feedback and coaching resulting in improved performance
• Exercise professional judgment to take ownership of and resolve issues and problems with residents and associates diplomatically and without becoming adversarial and losing your temper
• Clearly communicate, speak, read and write in English as demonstrated by clear and concise written and verbal communication
• Computer skills including Microsoft Word and Excel. Property management software including Entrata, Yardi and Revenue Management Software preferred
• Ability to perform basic arithmetic skills such as measurement, addition, subtraction, multiplication and division
• Operate general office equipment, such as, but not limited to, personal computer, tablet, telephone and successfully program fobs and other electronic devices
• Capable of travelling between two or more communities, if necessary
• Report to work on time, work assigned schedules (including weekends) and accurately document/verify time worked

About the Benefits of joining the Mill Creek Team

• Competitive compensation
• Comprehensive medical, dental and vision
• Employer sponsored short- and long-term disability, Life and ADD insurance
• 401k with employer matching
• Paid time off benefits: Vacation, Sick, Holidays

Mill Creek is an Equal Opportunity Employer

Are you ready to contribute to the success of Mill Creek Residential?  If so, apply today and become part of an organization that believes in uncompromising integrity, celebrating successes, continuous improvement, and working hard, smart and together!