Empire State Realty Trust Inc.
Director, Property Operations, Multifamily
Empire State Realty Trust Inc., New York, New York, us, 10261
Company Summary
Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of well-leased, top-of-tier, modernized, amenitized, and well-located office, retail, and multifamily assets. ESRT’s flagship Empire State Building, the “World’s Most Famous Building,” features its iconic Observatory, ranked the #1 Top Attraction in New York City for the fourth consecutive year in Tripadvisor’s 2025 Travelers’ Choice Awards: Best of the Best Things to Do. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of September 30, 2025, ESRT’s portfolio is comprised of approximately 7.8 million rentable square feet of office space, 0.8 million rentable square feet of retail space, and 743 residential units. More information about Empire State Realty Trust can be found at esrtreit.com.
Position Summary The Director, Property Operations, Multifamily will oversee the property management and operations of the growing multifamily portfolio. The portfolio includes 732 units in NYC and an additional 1,821 units located in VA, MI, and MO. The director will establish and implement operational processes and capabilities from the ground up.
The role involves developing and leading property operations strategies, supervising on‑site building staff and superintendents, coordinating maintenance and capital projects, and ensuring properties are managed efficiently, profitably, and in alignment with ownership objectives. The director also acts as a liaison between on‑site property teams and Asset Management to translate strategic goals into actionable plans.
This individual will collaborate with senior leadership and contribute significantly to the growth of ESRT’s multifamily portfolio. Success will be measured by the ability to establish robust processes and a strong team for effective property management.
Responsibilities
Direct and oversee day‑to‑day operations for ESRT’s residential properties to deliver best‑in‑class resident experiences.
Establish operational policies, procedures, and performance standards to ensure consistency across the portfolio.
Supervise on‑site teams—including Resident Managers, Superintendents, and maintenance personnel—ensuring adherence to ESRT service and operational standards.
Develop and implement preventative maintenance programs and safety protocols.
Identify opportunities to improve efficiency and reduce operating costs during and after transition.
Oversee bidding, procurement, and performance of vendors and contractors to achieve high‑quality results at competitive costs.
Coordinate and manage capital improvement projects in collaboration with Asset Management and Construction teams and present ROI analysis and recommendations to senior leadership.
Uphold ESRT’s standards of presentation, cleanliness, and functionality for all residential buildings and amenities.
Establish service benchmarks and KPIs for resident satisfaction, maintenance response times, and operational excellence.
Respond to escalated resident issues and emergencies with professionalism and urgency.
Ensure properties comply with all regulatory requirements including DOB, DHCR, OSHA, and fire safety regulations.
Maintain all required certificates, permits, and operational documentation.
Oversee regular inspections, safety meetings, and compliance audits.
Assist in the development and execution of annual operating budgets.
Review monthly financial statements and variance reports.
Support the acquisitions team in underwriting and conducting due diligence for multifamily assets to ensure accuracy and compliance with investment criteria.
Support leasing and marketing strategies to drive occupancy, rent growth, and enhance resident experience.
Participate in developing pricing recommendations, lease approvals, and online marketing strategies.
What Success Looks Like
Seamless operational transition with no disruption to resident experience.
Consistent delivery of high‑quality service and maintenance standards across all properties.
Effective budget management and expense control resulting in improved margins.
Strong, motivated on‑site teams aligned with ESRT culture and performance expectations.
High resident satisfaction scores and reduced complaint response times.
Required Skills / Abilities
Strong knowledge of NYC building operations, codes, and compliance (DOB, DHCR, Local Laws, etc.).
Demonstrated ability to manage budgets, control expenses, and oversee capital projects.
Experience developing operational processes and leading transitions or organizational changes.
Strong leadership, communication, organizational, and problem‑solving skills.
Proficiency in Microsoft Office Suite, Yardi, and building systems software.
Education & Experience
Minimum 10 years of experience in multifamily property management or operations, with at least 5 years in a supervisory/managerial role overseeing multiple sites or large teams.
Management of an in‑house property team with proven leadership skills and experience effectively building, managing, and motivating a team.
Excellent work ethic, integrity, and professionalism, with the ability to be an effective representative of ESRT in the broader market.
Strong financial, analytical, strategic planning skills, with experience in developing, managing budgets, and reporting against financial forecasts.
Ability to quickly digest and process information to make smart, thoughtful decisions.
A results‑oriented approach, capable of enhancing processes and offering insightful feedback to drive ongoing improvement.
Excellent verbal and written communication skills.
Positive, service‑oriented attitude, characterized by a collaborative demeanor, proactivity, and excellent follow‑through skills.
Ability to build and sustain respectful and productive working relationships with colleagues and clients, actively embracing and contributing to an inclusive and diverse work environment.
Experience operating and thriving in an entrepreneurial environment.
Occasional travel will be required to properties outside of NYC.
High degree of accountability and ownership, demonstrating reliability and commitment.
Knowledge of NYC regulatory requirements for multifamily assets.
Experience and interest in evaluating and implementing PropTech solutions.
Undergraduate degree from an accredited institution.
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
What You Can Expect
At ESRT, we foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work® Certified employer, we are committed to maintaining our positive work culture where employees are engaged and can grow and develop.
Adaptable – a self‑starter who quickly digests and executes new processes both collaboratively and independently.
Dynamic – solutions‑oriented, aiming to improve processes and implement efficiency, and offering insightful feedback to improve ESRT.
Dependable – strong sense of ownership and accountability.
Passionate – stays current on industry trends and drives the industry forward with a roll‑up‑your‑sleeves attitude.
Curious – consistently looks for new ways to work smarter, not just harder.
Ethical – treats others with respect, acts with integrity, and embraces our collaborative culture.
Positive – possesses a service‑oriented attitude with excellent follow‑through.
Benefits
Competitive base salary and bonus.
Health/Dental/Vision insurance.
Company‑sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance.
Voluntary Enhanced LTD Program.
Voluntary Hospital, Accident, and Cancer Programs.
401(k) with 100% match up to 5 %.
Paid parental leave.
Pre‑tax transit accounts.
Employee Assistance Program for emotional, financial, and legal support.
Well‑Being
Generous paid time off.
Flex remote work time.
Flex Summer Fridays.
Employee engagement programs.
Volunteer time off.
Continuing education.
Complimentary Empire State Building Observatory access.
Complimentary gym membership and other wellness benefits.
Employee Discount Programs.
$150,000 – $200,000 a year. Salary is based on several factors including, but not limited to, education, work experience, job location, size of property where applicable, and/or certifications. In addition to your base salary, ESRT provides discretionary annual bonuses.
ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity, innovation, and the success of our business. We do not discriminate based on race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, reproductive choices, age, marital status, veteran status, disability status, pregnancy, parental status, caregiver status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.
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Position Summary The Director, Property Operations, Multifamily will oversee the property management and operations of the growing multifamily portfolio. The portfolio includes 732 units in NYC and an additional 1,821 units located in VA, MI, and MO. The director will establish and implement operational processes and capabilities from the ground up.
The role involves developing and leading property operations strategies, supervising on‑site building staff and superintendents, coordinating maintenance and capital projects, and ensuring properties are managed efficiently, profitably, and in alignment with ownership objectives. The director also acts as a liaison between on‑site property teams and Asset Management to translate strategic goals into actionable plans.
This individual will collaborate with senior leadership and contribute significantly to the growth of ESRT’s multifamily portfolio. Success will be measured by the ability to establish robust processes and a strong team for effective property management.
Responsibilities
Direct and oversee day‑to‑day operations for ESRT’s residential properties to deliver best‑in‑class resident experiences.
Establish operational policies, procedures, and performance standards to ensure consistency across the portfolio.
Supervise on‑site teams—including Resident Managers, Superintendents, and maintenance personnel—ensuring adherence to ESRT service and operational standards.
Develop and implement preventative maintenance programs and safety protocols.
Identify opportunities to improve efficiency and reduce operating costs during and after transition.
Oversee bidding, procurement, and performance of vendors and contractors to achieve high‑quality results at competitive costs.
Coordinate and manage capital improvement projects in collaboration with Asset Management and Construction teams and present ROI analysis and recommendations to senior leadership.
Uphold ESRT’s standards of presentation, cleanliness, and functionality for all residential buildings and amenities.
Establish service benchmarks and KPIs for resident satisfaction, maintenance response times, and operational excellence.
Respond to escalated resident issues and emergencies with professionalism and urgency.
Ensure properties comply with all regulatory requirements including DOB, DHCR, OSHA, and fire safety regulations.
Maintain all required certificates, permits, and operational documentation.
Oversee regular inspections, safety meetings, and compliance audits.
Assist in the development and execution of annual operating budgets.
Review monthly financial statements and variance reports.
Support the acquisitions team in underwriting and conducting due diligence for multifamily assets to ensure accuracy and compliance with investment criteria.
Support leasing and marketing strategies to drive occupancy, rent growth, and enhance resident experience.
Participate in developing pricing recommendations, lease approvals, and online marketing strategies.
What Success Looks Like
Seamless operational transition with no disruption to resident experience.
Consistent delivery of high‑quality service and maintenance standards across all properties.
Effective budget management and expense control resulting in improved margins.
Strong, motivated on‑site teams aligned with ESRT culture and performance expectations.
High resident satisfaction scores and reduced complaint response times.
Required Skills / Abilities
Strong knowledge of NYC building operations, codes, and compliance (DOB, DHCR, Local Laws, etc.).
Demonstrated ability to manage budgets, control expenses, and oversee capital projects.
Experience developing operational processes and leading transitions or organizational changes.
Strong leadership, communication, organizational, and problem‑solving skills.
Proficiency in Microsoft Office Suite, Yardi, and building systems software.
Education & Experience
Minimum 10 years of experience in multifamily property management or operations, with at least 5 years in a supervisory/managerial role overseeing multiple sites or large teams.
Management of an in‑house property team with proven leadership skills and experience effectively building, managing, and motivating a team.
Excellent work ethic, integrity, and professionalism, with the ability to be an effective representative of ESRT in the broader market.
Strong financial, analytical, strategic planning skills, with experience in developing, managing budgets, and reporting against financial forecasts.
Ability to quickly digest and process information to make smart, thoughtful decisions.
A results‑oriented approach, capable of enhancing processes and offering insightful feedback to drive ongoing improvement.
Excellent verbal and written communication skills.
Positive, service‑oriented attitude, characterized by a collaborative demeanor, proactivity, and excellent follow‑through skills.
Ability to build and sustain respectful and productive working relationships with colleagues and clients, actively embracing and contributing to an inclusive and diverse work environment.
Experience operating and thriving in an entrepreneurial environment.
Occasional travel will be required to properties outside of NYC.
High degree of accountability and ownership, demonstrating reliability and commitment.
Knowledge of NYC regulatory requirements for multifamily assets.
Experience and interest in evaluating and implementing PropTech solutions.
Undergraduate degree from an accredited institution.
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
What You Can Expect
At ESRT, we foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work® Certified employer, we are committed to maintaining our positive work culture where employees are engaged and can grow and develop.
Adaptable – a self‑starter who quickly digests and executes new processes both collaboratively and independently.
Dynamic – solutions‑oriented, aiming to improve processes and implement efficiency, and offering insightful feedback to improve ESRT.
Dependable – strong sense of ownership and accountability.
Passionate – stays current on industry trends and drives the industry forward with a roll‑up‑your‑sleeves attitude.
Curious – consistently looks for new ways to work smarter, not just harder.
Ethical – treats others with respect, acts with integrity, and embraces our collaborative culture.
Positive – possesses a service‑oriented attitude with excellent follow‑through.
Benefits
Competitive base salary and bonus.
Health/Dental/Vision insurance.
Company‑sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance.
Voluntary Enhanced LTD Program.
Voluntary Hospital, Accident, and Cancer Programs.
401(k) with 100% match up to 5 %.
Paid parental leave.
Pre‑tax transit accounts.
Employee Assistance Program for emotional, financial, and legal support.
Well‑Being
Generous paid time off.
Flex remote work time.
Flex Summer Fridays.
Employee engagement programs.
Volunteer time off.
Continuing education.
Complimentary Empire State Building Observatory access.
Complimentary gym membership and other wellness benefits.
Employee Discount Programs.
$150,000 – $200,000 a year. Salary is based on several factors including, but not limited to, education, work experience, job location, size of property where applicable, and/or certifications. In addition to your base salary, ESRT provides discretionary annual bonuses.
ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity, innovation, and the success of our business. We do not discriminate based on race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, reproductive choices, age, marital status, veteran status, disability status, pregnancy, parental status, caregiver status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.
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