Vice President, Community Management Services ($212,700.00 - $296,900.00)

Vice President, Community Management Services

The Vice President of Community Management Services leads the strategic direction and implementation of technology, training, project management, and centralized operations within the Apartment Operations division. This role is responsible for all division-specific technical, sales, and customer service training, driving large-scale initiatives from planning through implementation. Additionally, this position oversees quality assurance, reputation management, and corporate customer service teams.

Job Duties:

• Leads and develops a team of people leaders, providing strategic direction, mentorship, and guidance to meet established goals. Fosters a positive and engaging team culture.
• Supervises the implementation of new technology and the regular enhancement of technology specific to the division. Manage the corresponding annual technology budget and vendor relationships.
• Oversees Apartments Training team and the development, implementation and execution of all division-specific technical, sales, and customer service training. Manages the annual training budget and fosters cross-divisional collaboration.
• Leads the project management team responsible for both small and large division-wide initiatives, encompassing stakeholder reviews, change management planning, implementation, and follow-up procedures.
• Oversees the centralized operations function, responsible for large-volume transactional and customer service support throughout the resident lifecycle.
• Oversees Apartments reputation management and the corporate customer service teams.
• Oversees quality assurance of service provided by our call center associates and centralized operations teams.

Minimum Qualifications / Other Expectations:

• Bachelor's degree or equivalent experience.
• 5-10 years of experience overseeing large teams and large-scale, division-wide initiatives within a contact center or property management.
• Experience with omnichannel strategy and digital transformation preferred.
• Proven ability to lead change, drive innovation, and execute customer-centric strategies.
• Exhibits a high degree of initiative and practical problem-solving ability while balancing the needs of stakeholders within and across divisions.

Compensation: Base Pay Range: $212,700.00 - $296,900.00

Actual placement within this range may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.

The Company also offers competitive benefits for full time employees including paid time off, matching 401(k), and health benefits.

Irvine Company Apartment Communities (a division of Irvine Company) offers a portfolio of more than 125 resort-style apartment communities in coastal California's most desirable locations: San Diego, Orange County, West Los Angeles and Silicon Valley. With world-class amenities, resort-like surroundings and an unparalleled commitment to customer service, Irvine Company Apartment Communities redefines the rental-living experience. We take as much pride in our employee community as we do the communities we create. It's an environment populated with talented and experienced people, a collaborative spirit and abundant opportunities.