Director of Operations

Job Description

Job Description

Stratton Amenities is a hospitality company specializing in residential and corporate amenity management services for the multifamily industry across multiple U.S. markets.

Position Overview

We are seeking an accomplished Director of Operations to lead and scale our Northeast region. This senior-level role requires a proven operations leader with deep hospitality expertise who excels at building high-performing teams, cultivating long-term client partnerships, and driving consistent service execution across multiple markets.

The Director of Operations is accountable for regional performance, operational consistency, and client satisfaction. Beyond operational excellence, this role plays a strategic secondary function in supporting regional growth—identifying expansion opportunities within existing accounts, strengthening client relationships that drive renewals and referrals, and partnering with Business Development to position the Northeast for sustainable market expansion.

PRIMARY RESPONSIBILITIES – OPERATIONS LEADERSHIPRegional Operations Management

• Lead all day-to-day operations across the Northeast region, ensuring consistent execution of Stratton Amenities' service standards at every location
• Develop and implement regional operational strategies aligned with company goals, client expectations, and market dynamics
• Monitor regional financial performance, budgets, and labor controls to ensure profitability targets are achieved
• Conduct routine evaluations of operational performance and implement improvements to efficiency, service quality, and cost effectiveness

Team Leadership & Development

• Provide direct leadership, coaching, and accountability to Regional Managers and site leadership teams
• Ensure Regional Managers conduct in-person quarterly reset meetings at each property to maintain alignment and performance standards
• Build a culture of accountability, hospitality excellence, and continuous improvement across all teams
• Address performance issues promptly and provide clear developmental pathways for high-potential leaders

Client Relationship Management

• Maintain strong, long-term client relationships through regular communication, site visits, and proactive issue resolution
• Travel to each market within the region every 30 to 60 days to maintain operational oversight and client satisfaction
• Address escalations and urgent operational matters promptly, professionally, and with a solutions-oriented approach
• Represent Stratton Amenities with a high level of professionalism, hospitality, and integrity in all client interactions

Administrative & Cross-Functional Collaboration

• Ensure accurate and timely payroll submission for the region in coordination with HR
• Partner with executive leadership to establish performance benchmarks and long-term regional objectives
• Collaborate with Training, HR, and Finance to ensure seamless support for regional operations

SECONDARY RESPONSIBILITIES – REGIONAL GROWTH & BUSINESS SUPPORTStrategic Growth Partnership

• Support regional growth efforts by strengthening existing client relationships and identifying opportunities for account expansion
• Partner with Business Development and Executive Leadership on contract renewals, scope expansions, and new account transitions
• Serve as a strategic operations partner during proposal development by providing operational insights, staffing models, cost considerations, and feasibility assessments

Market Expansion Activities

• Participate in select client presentations, property site walks, and transition meetings as needed to support new business opportunities
• Identify operational gaps or unmet service needs within existing accounts that could lead to additional scope or revenue
• Support onboarding and stabilization of new accounts within the region to ensure seamless launches and long-term client satisfaction

Market Positioning & Thought Leadership

• Help position the Northeast region for sustainable, long-term growth through operational excellence, client trust, and market reputation
• Act as a regional ambassador for Stratton Amenities—building brand credibility through performance, professionalism, and client advocacy
• Provide market intelligence and competitive insights to inform strategic planning and regional expansion priorities

QUALIFICATIONSRequired Experience & Background

• Extensive experience in regional or multi-unit operations within hospitality, luxury hotels, upscale guest services, or multifamily property management
• Proven success leading teams, managing complex operations, and building strong client partnerships across multiple locations
• Demonstrated track record of driving measurable performance results, improving operational efficiency, and achieving financial targets

Skills & Competencies

• Strong operational judgment with a hands-on, solutions-oriented leadership style
• Excellent interpersonal, verbal, and written communication skills with the ability to influence stakeholders at all levels
• High emotional intelligence with proven ability to motivate, coach, and develop diverse teams
• Proficiency with Microsoft Office, business management systems, and operational reporting tools
• Strategic mindset with the ability to balance day-to-day execution with long-term growth planning

Education

• Bachelor's degree in business, hospitality, or a related field required

REQUIREMENTS

• Ability to travel regularly throughout the Northeast region (approximately 40-60% travel)
• Demonstrated experience managing regional operations and driving measurable performance results
• Commitment to building a culture of accountability, service excellence, and continuous improvement
• Proven ability to work collaboratively across functions and influence without direct authority

At Stratton Amenities, we are committed to professionalism, accountability, and long-term partnerships. This role offers the opportunity to make a meaningful impact by strengthening operations while positioning the Northeast region for continued growth and market leadership.