Community Director

UDR is seeking a Community Director to join our team at Courts at Dulles (412 units) located in Herndon, VA.

Pay

Starting between $95,000 - $100,000 annually + Bonus

About the Role

The Community Director focuses on the management of all aspects of customer service by creating a positive sense of community, leading a dedicated team, and fostering positive relationships with residents. This role drives administrative, asset quality, customer service, financial, vendor management, and personnel processes to ensure the community performs at the highest levels.

Reports directly to the Senior Community Director, District Manager, or Regional Manager. Supervision of two or more associates is required for exempt status; 1 or fewer for non-exempt status. Direct reports may include the Resident Service Manager, Resident Service Coordinator(s), and/or Resident Service Specialist(s).

Responsibilities

• Asset Quality
  • Ensure the community meets established physical standards daily by walking the property, opening/closing showing units, and monitoring office space, restrooms, amenity areas, parking lots, and smart locks.
  • Refresh community signage and distribute collateral to support occupancy and improve community image.
• Customer Service
  • Answer resident and guest questions professionally and timely, balancing internal and external customer needs.
  • Implement strategies to improve customer service quality.
  • Provide self-guided or guided tours for prospects, assist with short-term rentals, corporate housing, and guest suite rentals.
  • Conduct move-in orientation sessions and drive annual renewal conversations.
  • Oversee the Customer Survey Program, ensuring immediate follow-up on service requests via email/text and conducting follow-up calls to assess satisfaction.
  • Resolve or escalate maintenance issues to the Service Manager and follow up until resolution.
• Financial
  • Complete accounting and financial functions, including Purchase Card (P-card) reconciliation, in collaboration with the Business Manager.
• Personnel (if applicable)
  • Lead team huddles to discuss community/resident/operations issues, policies, and initiatives.
  • Hire, train, and develop staff to maximize potential, including district property staff.
  • Monitor staff performance, address performance issues, and assist with workplace concerns.
  • Approve time records and time-off requests.
• Vendor Management
  • Manage vendor keys according to UDR’s policies and source new vendors as needed.
  • Maintain community telecom and computer equipment, partnering with IT to troubleshoot issues.
• Administrative
  • Prepare and deliver resident/community notifications, legal notices, and manage move-in documentation and key issuance.
  • Review, monitor, and sign leases, enforce policies, and ensure compliance with lease agreements.
  • Plan and manage community events, maintain the community website, and oversee social media campaigns and outreach marketing.
  • Manage Reputation Management Process, Sugar CRM, Smart Rent, and package/parcel systems.
  • Investigate and resolve resident issues, disturbances, or complaints, including crime-related inquiries and incident reporting.
  • Oversee office supplies, refreshments, and emergency action procedures.
  • Collaborate with Centralized Admin, Sales, and Renewal teams to meet leasing and renewal goals.
  • Serve as a representative for court appearances related to non-payment or legal actions.
• Perform other duties as assigned.

Requirements

• Knowledge of organizational policies, business concepts, and property management principles.
• Understanding of Fair Housing laws and strategic business decision-making.
• Strong customer service, personnel management, and project management skills.
• Proficiency in social media, budgeting, financial planning, and web-based analytics.
• Ability to work a flexible schedule, including weekends and evenings.
• Exceptional written and verbal communication skills with a polished, professional demeanor.
• Highly organized with strong initiative, problem-solving, and decision-making abilities.
• Experience with computer systems, including Excel, word processing, internet, and email.
• Valid driver’s license.

Physical Demands

• Mobility to travel and access all parts of the community and amenities.
• Occasional bending, stooping, stretching, and lifting up to 30 lbs.
• Eye-hand coordination and manual dexterity for office equipment operation.
• Normal range of hearing and eyesight for record-keeping and communication.
• Regular and consistent attendance.

Working Conditions

• Normal office environment with periodic exposure to outside elements (weather, odors, landscape).
• Schedule may vary based on event calendar, including weekend and evening work.

Qualifications

• Bachelor’s Degree in Business or related field preferred; equivalent experience in residential properties, marketing, website development, or business operations accepted.
• Minimum 2–5 years of property management experience in onsite office operations, leasing, administration, customer service, marketing, and website management.
• Minimum 2 years of management or supervisory experience.
• Experience in customer service roles within hotel properties, rental operations, or upscale service businesses preferred.