Head of Operations (Property Management)

About the role

Career Directions Limited is hiring a Head of Operations for its property management business in Nairobi. The role leads the strategic and operational management of completed developments, covering property operations, facilities management, customer experience, vendor management, community development, hospitality services, health and safety compliance and operational teams. It is a full-time position.

Key responsibilities

• Lead portfolio operations: set policies, systems, procedures and service standards, establish governance and performance controls, and prepare new developments for handover.
• Own the resident experience: design the resident journey, set service standards, track satisfaction and engagement metrics, resolve complaints and drive retention.
• Build communities: run engagement calendars and programmes, support resident committees and foster resident loyalty.
• Manage property and facilities: oversee preventive and corrective maintenance, utilities, security systems and shared infrastructure, and drive asset preservation.
• Manage vendors and service partners: security, cleaning, landscaping, waste management, internet, pest control and maintenance, with SLAs and performance reviews.
• Drive profitability: manage operational budgets, monitor service charge expenditure, identify revenue opportunities and support occupancy and retention.
• Ensure health, safety, security and compliance, and maintain emergency response and business continuity plans.
• Build and lead operations teams, create training and succession plans, and report to executive leadership.

Required profile

• Minimum 10 years' experience in property operations, hospitality, facilities management, customer experience, residential community management or related fields.
• At least 5 years in a senior leadership role overseeing multi-site operations.
• Experience managing large residential communities, hospitality operations, mixed-use developments or lifestyle-focused real estate portfolios.
• Demonstrated success in customer experience, vendor management, operations excellence and team leadership.