Director of Residential Property Management

Job Description

Job Description

ABOUT THE ROLE

This is a newly created role to support Capstone’s growth and ensure our Property Management department scales with consistency and 5-star service. The Director of Property Management leads the performance of the PM department with full ownership of retention, revenue support, operational excellence, compliance, and the owner/resident experience. This role manages and develops the team of property managers through our core values, strengthens accountability through clear KPIs, and ensures leasing, maintenance/turns, communication, and legal compliance are executed at a high level, especially as the portfolio scales.

KEY RESPONSIBILITIES

Leadership & Team Performance

• Lead, manage, coach, and develop the property management team and direct reports to consistently win in their roles.

• Set clear expectations, track KPIs, and hold the team accountable to standards, service levels, and outcomes.

• Continue our goal of building a culture of responsiveness, ownership, and service excellence.

Operations, Retention & Growth

• Own portfolio performance end-to-end: retain doors, maintain service standards, and support profitable growth.

• Reduce owner churn by identifying and resolving risk fast (communication gaps, maintenance issues, leasing delays, billing friction).

• Drive revenue outcomes through owner / seller/buyer and tenant / buyer conversion pathways and accurate execution of project and management fees.

• Partner with leadership to scale capacity while maintaining service levels as new doors are added.

Maintenance, Turns & Vendors

• Oversee maintenance and turns to ensure speed, quality, and cost control.

• Manage vendor performance and timelines; ensure consistent, documented turn execution.

Leasing & Move-In Execution

• Ensure strong leasing performance: marketing readiness, application processing, approvals/denials, and lease execution.

• Deliver a consistent move-in orientation that sets expectations and reduces preventable issues.

Owner & Resident Experience (5-Star Service)

• Maintain 5-star resident service through fast response times and high-quality resolutions.

• Maintain 5-star owner service through proactive updates, clarity, and strong follow-through.

• Serve as escalation point for complex issues to protect relationships and the Capstone brand.

Compliance (ARLTA / Fair Housing)

• Ensure full compliance with ARLTA, fair housing, and all applicable local regulations.

• Maintain strong documentation and audit-ready processes (notices, leasing standards, files).

Owner Reporting & Market Communication

• Ensure owners receive consistent updates on lease performance (rent status, renewals, delinquencies, maintenance impacts) and market performance (pricing, competition, vacancy trends, leasing strategy).

• Set and enforce communication cadence and quality standards.

Process Improvement & Training (Scale with Speed + Quality

• Improve systems and SOPs to increase consistency and efficiency (no tribal knowledge).

• Build training tools and coach the team across leasing, turns, owner communication, ARLTA compliance, and move-ins.

• Audit execution and implement cross-training/coverage to prevent service gaps as we grow.

QUALIFICATIONS

• 5+ years in residential property management operations (AZ experience preferred)

• Arizona Real Estate License required

• 2+ years managing managers or leading a multi-person PM team

• Strong working knowledge of ARLTA and fair housing compliance

• Proven ability to drive operational performance, retention, and service quality

• Strong understanding of the full LTR lifecycle (leasing → maintenance/turns → renewals → owner reporting)

• Proficiency with property management software (AppFolio preferred)

Core Skills & Traits

• Strong leadership, coaching, and accountability

• High urgency with calm execution (no panic—just progress)

• Excellent client communication and conflict resolution

• Process-minded: you have and will build repeatable systems so that execution is consistent and scalable.

• Detail-oriented with strong follow-through

Work Environment / Schedule

• Full-time; some after-hours availability for escalations as needed

• In-office and field expectations depending on portfolio needs

Compensation & Benefits

• Salary DOE + regular performance bonuses
• Medical / Dental / Vision
• PTO
• Paid Holidays
• 401K

WHY JOIN CAPSTONE

• Be part of a company with a clear vision of strong reputation in the Phoenix market.

• Work alongside a passionate leadership team committed to innovation and service.

• Autonomy to make a meaningful impact and help shape the next phase of our growth.

• Competitive compensation, performance incentives, and benefits package.

• A collaborative, people-first culture that values initiative and results.

If you’re a strategic thinker with a passion for property management and a drive to lead a successfully growing company toward its next chapter, we’d love to hear from you.

Apply today and help us elevate the Capstone experience for our clients, residents, and team.