Director, Ancillary Services

Director, Ancillary Services

Job Summary: The Director, Ancillary Services, will oversee and lead the delivery of multifamily ancillary services including execution of strategic programs and projects aimed at enhancing operational efficiency, resident satisfaction and overall business performance within our multifamily portfolio.

Location: Norfolk, Virginia, Corporate Office (On Site)

Key Responsibilities:

Leadership & Strategy



* Lead and manage the development, planning, and execution of ancillary services and programs to improve property operations, resident experience, and ancillary income.


* Work closely with senior leadership to define program goals and key performance indicators (KPIs) ensuring alignment with the company's strategic objectives.


* Provide thought leadership and develop long-term strategies for ancillary services and programs effectiveness.

Cross-Functional Collaboration



* Collaborate with internal teams including operations, marketing, IT, finance, and HR to ensure successful program implementation and outcomes.


* Provide actionable recommendations to property management leadership and property teams to maximize portfolio performance


* Partner with external vendors and consultants, ensuring they are aligned with program goals and timelines.

Staying Current on Resident Program Industry Trends



* Continuously research and stay up to date on emerging trends and best practices in resident engagement, amenities, and technology solutions to enhance the overall resident experience.


* Analyze market shifts, competitor offerings, and new technologies to proactively introduce innovative programs and services that increase resident satisfaction, retention, and attract new tenants.


* Leverage industry insights to implement sustainable, efficient, and forward-thinking ancillary services that align with the company's strategic goals and evolving market demands.

Project Management



* Oversee the execution of multiple ancillary services initiatives across the portfolio, ensuring timelines, budgets, and scope are managed effectively.


* Establish clear project milestones, regularly assess progress, and adjust plans as necessary to meet objectives.


* Track and report on project performance, ensuring that objectives are met, and any issues are proactively addressed.


* Regularly update senior leadership and stakeholders on program status, risks, and successes, offering insights and recommendations for program adjustments.


* Manage communication channels to ensure stakeholders at all levels are informed of key milestones and project outcomes.

Team Leadership & Development



* Lead, mentor, and develop the team, ensuring alignment on company goals and consistent delivery of ancillary services.


* Ensure appropriate resource allocation and set clear expectations for team members.


* Foster a collaborative and results-oriented team culture.

Process Improv...