Director of Living Operations & Tenant Experience

Hines; Houston (TX); On-site; USD 166,000 - 224,000; Full time

Job summary

Hines is seeking a Director of Living Management to lead global residential and mixed-use operations, shaping standards, programs, and reporting to maximize occupancy, revenue, and resident satisfaction. The role partners with property, continental, and fund teams to implement scalable processes and premium service delivery across the portfolio.

You will supervise geographically distributed teams, oversee vendor performance, and drive monetization of amenities while aligning with firmwide goals

Qualifications

• Bachelor’s degree in Communications, Public Relations, Marketing, Hospitality/Event Management, Human Resources or Organizational Psychology or equivalent experience.
• 7+ years in residential or multifamily maintenance operations.
• Experience leading geographically distributed teams and managing vendors.
• Expertise in multifamily and mixed-use community management and premium rent strategies.
• Develops toolkits, policies, and procedures for move-ins, turnover, and monetization of amenities.
• Fluency with community operations systems (leasing platforms, PM software, dashboards).

Responsibilities

• Provide strategic leadership for the Living Management platform across multifamily and mixed-use properties to drive premium rents and high occupancy.
• Develop and govern policies, procedures, and standards supporting rent optimization and amenity monetization.
• Oversee vendor performance to deliver elevated amenities and premium service that justifies pricing.
• Identify and implement technology platforms to enhance resident experience and service monetization.
• Mentor managers on revenue growth, hospitality-driven management, and proactive engagement.
• Collaborate with Marketing, Operations, Asset Management, and Learning & Development to embed resident experience in business goals.
• Lead development of toolkits and templates to standardize service delivery across properties.
• Use occupancy, rent, and amenity data to inform pricing, retention, and service investments.

Skills

Leadership

Residential management

Vendor management

Data analytics

Strategic pricing

Cross-functional leadership

Education

Bachelor’s degree

Tools

Property management software

Job description

Hines is seeking a Director of Living Management to lead global residential and mixed-use operations, shaping standards, programs, and reporting to maximize occupancy, revenue, and resident satisfaction. The role partners with property, continental, and fund teams to implement scalable processes and premium service delivery across the portfolio.

You will supervise geographically distributed teams, oversee vendor performance, and drive monetization of amenities while aligning with firmwide goals