Housing Operations Director

SUMMARY

The Housing Operations Director provides strategic leadership and operational oversight for a diverse portfolio of affordable and market-rate residential communities. This position is responsible for ensuring exceptional property operations, financial performance, regulatory compliance, resident satisfaction, and asset preservation while fostering a culture centered on service, accountability, collaboration, and continuous improvement.

Reporting directly to the Chief Housing Officer, the Housing Operations Director directly supervises approximately seven Property Managers and provides leadership to approximately 50 employees across the assigned portfolio. The Housing Operations Director partners closely with other Housing Directors and collaborates with the Maintenance Director, Compliance Director, Rental Assistance Director, Finance, Human Resources, and other organizational leaders to advance Knoxville's Community Development Corporation's (KCDC) mission of providing quality housing, strengthening communities, and improving the lives of residents.

The Housing Operations Director plays a key leadership role in supporting organizational growth, integrating new developments, and ensuring operational excellence across public housing, project-based rental assistance, tax credit, mixed-finance, and market-rate communities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities may be assigned as needed.

Leadership & Staff Development

• Directly supervise, coach, mentor, and develop approximately seven Property Managers responsible for multiple residential communities.
• Provide leadership to approximately 50 employees throughout the portfolio.
• Conduct regular meetings with Property Managers and site teams to communicate expectations, review performance, remove barriers, and promote accountability.
• Recruit, develop, evaluate, and retain high-performing team members.
• Conduct performance evaluations and review evaluations completed by subordinate managers.
• Develop future leaders by creating succession plans and building a strong talent pipeline.
• Foster a culture of collaboration, professionalism, resident service, innovation, and continuous improvement.

Portfolio Operations

• Provide operational oversight for affordable and market-rate communities to ensure efficient, high-quality property management.
• Ensure each property meets or exceeds established Key Performance Indicators (KPIs) related to occupancy, leasing, resident satisfaction, financial performance, compliance, physical condition, and staff development.
• Conduct regular site visits to evaluate operations, customer service, curb appeal, maintenance standards, and resident engagement.
• Monitor unit turnaround performance and collaborate with property and maintenance teams to reduce vacancy loss.
• Review vacant unit reports, make-ready schedules, work order completion, accounts receivable, staff productivity, inventory controls, and operational scorecards.
• Monitor contract work to ensure quality, timeliness, and compliance with project specifications.
• Analyze operational trends and implement process improvements that enhance efficiency and resident service.

Resident Experience & Community Engagement

• Champion exceptional resident service by ensuring every interaction reflects KCDC's mission and values.
• Monitor resident relations and assist Property Managers with complex resident concerns and conflict resolution.
• Develop collaborative relationships with community agencies, neighborhood organizations, local governments, law enforcement, schools, healthcare providers, and social service organizations.
• Promote resident engagement initiatives that strengthen neighborhoods and improve quality of life.
• Support a culture where residents are treated with dignity, respect, responsiveness, and professionalism.

Financial Management

• Monitor operating and capital budgets across the assigned portfolio.
• Achieve financial success through established KPI metrics around NOI, occupancy and delinquency.
• Analyze financial reports, budget variances, revenues, and expenditures to ensure fiscal responsibility.
• Partner with Property Managers to identify opportunities for expense reduction while maintaining high-quality service.
• Monitor occupancy, delinquency, bad debt, collections, and leasing performance.
• Reallocate resources as appropriate to meet operational priorities while adhering to funding requirements.
• Communicate significant operational or financial concerns to the Chief Housing Officer with recommended solutions.

Compliance & Risk Management

• Ensure compliance with HUD regulations, Low-Income Housing Tax Credit (LIHTC) requirements, Project-Based Rental Assistance (PBRA), Project-Based Voucher (PBV), Fair Housing laws, Tennessee Landlord Tenant Act, REAC standards, Management Occupancy Reviews (MOR), audits and inspections, and all applicable federal, state, and local regulations.
• Partner closely with the Compliance Director and Rental Assistance Director to ensure consistent interpretation and implementation of program requirements.
• Monitor and adhere to leasing practices, file quality, occupancy requirements, inspections, and regulatory reporting.
• Work with property teams to prepare for REAC inspections, MOR reviews, audits, and other monitoring activities while implementing corrective action plans as needed.

Cross-Functional Collaboration

• Partner with the Chief Housing Officer and fellow Regional Property Manager to ensure consistency across the housing portfolio.
• Collaborate with the Maintenance Director to maintain high standards for preventive maintenance, capital improvements, curb appeal, and asset preservation.
• Work closely with Compliance, Rental Assistance, Finance, Human Resources, Procurement, and Development to achieve organizational objectives.
• Support property acquisitions, lease-ups, redevelopment efforts, organizational growth, and operational transitions.

Other Responsibilities

• Maintain off-duty availability through a KCDC-provided mobile phone for urgent operational matters.
• Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Comprehensive knowledge of residential property management principles, including affordable and market-rate housing.
• Thorough knowledge of Public Housing, PBRA, PBV, LIHTC, Fair Housing, REAC, MOR, ACOP, and applicable federal, state, and local regulations.
• Strong understanding of financial management, budgeting, forecasting, and operational reporting.
• Knowledge of building maintenance practices, capital planning, and asset preservation.
• Strong leadership, coaching, and employee development skills.
• Ability to analyze complex operational and financial information and develop practical solutions.
• Excellent interpersonal, negotiation, conflict resolution, and communication skills.
• Ability to establish productive relationships with residents, employees, community partners, contractors, and government agencies.
• Proficiency with property management software and Microsoft Office applications.

BEHAVIORAL COMPETENCIES

This position requires the incumbent to exhibit the following behavioral skills:

Problem Solving and Analysis: Systematically identifies, analyzes and resolves existing and anticipated problems in order to reach optimum solutions in a timely manner.

Program and Project Management: Plans, manages, and evaluates specific activities in order to deliver the desired outputs.

Strategic Capability and Leadership: Provides mission, sets direction, and inspires others to deliver on the organizational mandate. Manages performance by providing regular feedback and reinforcement. Decisions are based on ethical and social responsible principles.

Effective Communication: Employee is prepared, clear, concise, and organized in all facets of communication in order to fully establish understanding. Actively listens and understands the audience to adapt message appropriately. Communicates information with appropriate personnel in a timely manner.

Customer Service: Provides timely, courteous, and quality service to all internal or external customers by anticipating individual needs, following through on commitments and ensuring that our customers have been heard.

Initiative: Proactively seeks solutions to resolve unexpected challenges. Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.

Job Knowledge: Exhibits requisite knowledge, skills, and abilities to perform the position effectively. Demonstrates knowledge of policies, procedures, goals, objectives, operational entities, requirements, and activities as they apply to the assigned organizational entity of the Authority. Uses appropriate judgment and decision making in accordance with level of responsibility.

Responsiveness and Accountability: Demonstrates a high level of conscientiousness. Holds oneself personally responsible for one's own work and does fair share of work.

Teamwork: Employee balances team and individual responsibilities. Exhibits objectivity and openness to others' views and gives and welcomes feedback. Contributes to building a positive team spirit; puts success of team above own interests; and supports everyone's efforts to succeed.

EDUCATION AND EXPERIENCE

Bachelor's degree in Business Administration, Public Administration, Property Management, Hospitality, Social Sciences, or a related field is preferred.

A minimum of five (5) years of progressively responsible multi-site residential property management experience, including supervisory responsibility, is required. Experience in managing affordable housing programs is required. Experience managing market-rate communities is strongly preferred.

An equivalent combination of education and experience may be considered.

CERTIFICATES, LICENSES, AND REGISTRATIONS  

• Certified Specialist – Public Housing Manager (CS-PHM) preferred or required within an established timeframe.
• Certified Occupancy Specialist (COS).
• Low-Income Housing Tax Credit (LIHTC) Certification.
• Other affordable housing certifications as required by KCDC.
• Valid Tennessee Driver's License.

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This position requires frequent travel between properties. Regular activities include walking properties, climbing stairs, conducting inspections, attending meetings, communicating in person and electronically, and occasionally lifting or carrying up to 25 pounds.

WORK ENVIRONMENT

The Housing Operations Director works in both office and field environments. Regular visits to occupied residential communities, construction sites, and redevelopment projects are required. The position may be exposed to varying weather conditions, moderate noise levels, and construction activities while maintaining regular interaction with residents, contractors, public officials, and community partners.T