Director - Living Property Operations

About the Role

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.

Responsibilities

• 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.

Requirements

• Bachelor’s degree in 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.
• Deep expertise in multifamily and mixed-use community management, applying operational strategies that drive premium rents, maximize asset performance, and enhance the resident experience.
• Experience developing and governing toolkits, policies, and procedures that ensure unit readiness, seamless move-ins, efficient turn processes, and monetization of amenities and services.
• Fluency in community operations systems (e.g., property management software, leasing platforms, and data dashboards) to support scalable execution and consistent service delivery.
• Ability to leverage occupancy, rent roll, and service utilization data to inform decisions that increase retention, optimize pricing strategy, and improve profitability of ancillary offerings.
• Strong critical thinking and structured planning to identify inefficiencies, mitigate risk, and develop innovative approaches aligned with resident needs and ownership objectives.
• Experience evaluating performance metrics and benchmarking insights to refine strategies and maintain a competitive market position.
• Excellent communication skills to align internal stakeholders, property teams, and ownership groups on strategic goals related to occupancy, rent optimization, and service standards.
• Collaboration with Marketing, Operations, Asset Management, and Learning & Development to integrate resident experience strategies into broader business objectives.
• Leadership in developing and disseminating toolkits, templates, and messaging that standardize service delivery while allowing for localized execution.
• Strategic leadership and mentorship to Living Management teams, fostering a performance-driven culture grounded in resident satisfaction, operational excellence, and financial stewardship.
• Champion a resident-first mindset while instilling accountability and professional development across property-level and corporate leadership roles.
• Serve as a visible ambassador for Hines’ values and Living brand standards, empowering teams to build strong community connections and deliver premium service experiences.

Work Environment

• Regular virtual collaboration with cross-functional and geographically dispersed teams via video conferencing, email, and collaborative platforms (e.g., Microsoft Teams, Zoom, SharePoint).
• Domestic and occasional international travel required to support global property teams, attend strategic meetings, vendor evaluations, or participate in special projects or training sessions.
• Physical ability to navigate building systems, including climbing stairs or ladders and accessing equipment rooms, as needed for inspections, emergency drills, or operational reviews.
• Must be available outside of standard business hours to provide 24/7 support during emergencies, including on-site leadership in the event of natural disasters or critical incidents.

Pay

Chicago Compensation: $165,700 - $223,700