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
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.
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