Living Management Director

Job Description

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

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Responsibilities

The Director of Living Management plays a key leadership role in shaping and governing operational standards, programs, policies, and reporting frameworks for Hines’ residential and mixed-use portfolio.
This position partners with property, continental, and fund teams to support operational strategies and ensure alignment with firmwide goals.
The Director oversees the development and implementation of procedures that promote consistency, quality, and resident satisfaction, and may support on-site teams in assessing operational performance, identifying areas of risk, and delivering training to reinforce compliance and best practices.
Provide strategic leadership for Hines’ Living Management platform across multifamily and mixed-use properties, driving premium rent strategies and high occupancy through operational excellence and exceptional resident experience.
Develop and govern policies, procedures, and standards that directly support rent optimization, monetizable services, and differentiated community offerings to enhance asset value and competitiveness.
Oversee service partner performance with a focus on delivering elevated amenities and premium resident services that justify top-tier rental pricing and increase retention.
Identify, evaluate, and implement technology platforms that enhance resident convenience, enable service monetization (e.g., concierge, smart home integration), and support proactive lease management.
Contribute to firmwide initiatives that improve operating margins, unlock new revenue streams, and position Hines communities as market leaders in lifestyle, hospitality, and convenience.

Qualifications

Bachelor’s degree Communications, Public Relations, Marketing, Hospitality/Event Management, Human Resources or Organizational Psychology from an accredited institution preferred or equivalent years of direct experience required.

Demonstrates deep expertise in multifamily and mixed-use community management, applying operational strategies that drive premium rents, maximize asset performance, and enhance the resident experience.

Maintains fluency in community operations systems (e.g., property management software, leasing platforms, and data dashboards) to support scalable execution and consistent service delivery across diverse property types.

Leverages occupancy, rent roll, and service utilization data to inform decisions that increase retention, optimize pricing strategy, and improve the profitability of ancillary offerings.

Applies critical thinking and structured planning to identify inefficiencies, mitigate risk, and develop innovative approaches that align with both resident needs and ownership objectives.

Communicates clearly and persuasively with internal stakeholders, property teams, and ownership groups, ensuring alignment on strategic goals related to occupancy, rent optimization, and service standards.

Collaborates cross-functionally with Marketing, Operations, Asset Management, and Learning & Development to integrate resident experience strategies into broader business objectives.

Leads the development and dissemination of toolkits, templates, and messaging that standardize service delivery while allowing for localized execution and community-specific adjustments.

Provides strategic leadership and mentorship to Living Management teams, fostering a performance-driven culture grounded in resident satisfaction, operational excellence, and financial stewardship.

Serves as a visible ambassador for Hines’ values and Living brand standards, empowering teams to build strong community connections, deliver premium service experiences, and uphold occupancy goals across the portfolio.

Regular virtual collaboration with cross-functional and geographically dispersed teams via video conferencing, email, and collaborative platforms (e.g., Microsoft Teams, Zoom, SharePoint).

Must be available outside of standard business hours to provide 24/7 support during emergencies, including on-site leadership in the event of natural disasters or critical incidents.

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