Director, Residential Operations Management

The purpose of the Director, Residential Operations Management at IHG is to define and lead the global vision for IHG’s luxury branded residences, ensuring each property delivers exceptional homeowner experiences, lifestyle integration, and brand-defining services. This role bridges hospitality and real estate by shaping development and design planning, overseeing pre-opening and launch phases, and embedding IHG’s luxury DNA into operating models and resident services. By elevating the homeowner journey through tailored engagement, wellness and sustainability initiatives, digital innovations, and signature lifestyle offerings.

Your day to day:

• Strategic Leadership: Ability to define and execute a global operational vision that positions IHG Branded Residences as a cornerstone of IHG’s luxury portfolio.
• Global Portfolio Oversight: Proven experience managing a diverse, multi-region portfolio while balancing global brand consistency with local market relevance.
• Operational Excellence: Strong capability to establish and lead operating standards that drive service excellence, resident satisfaction, and efficient, scalable operations.
• Cross-Functional Collaboration: Expertise in partnering with marketing, development, hotel operations, architecture, design, finance, and IT teams to seamlessly integrate residential and hospitality services.
• Resident Experience Leadership: Passion for delivering highly personalized, luxury-driven resident experiences that reflect IHG’s service culture and brand promise.
• Innovation & Technology: Experience leading digital and service innovation, including smart-living solutions, resident platforms, and operational automation.
• Project & Pre-Opening Expertise: Ability to oversee pre-opening, onboarding, and launch phases, ensuring smooth transitions from development to full operational readiness.
• Design & Development Integration: Strong understanding of how design, service models, and operational planning come together to create world-class branded residences.
• Sustainability & Wellness Focus: Commitment to embedding sustainability, wellness-driven amenities, and future-ready living concepts into residential environments.
• Owner & Stakeholder Management: Proven ability to act as a trusted partner to owners, developers, and investors, building long-term relationships and driving portfolio growth.
• Brand & Compliance Stewardship: Track record of protecting brand integrity through operational audits, regulatory compliance, and consistent service delivery.
• Lifestyle & Community Creation: Skill in shaping luxury residential lifestyles through curated services, wellness, cultural programming, and community-building experiences.
• Digital Lifestyle Enablement: Experience deploying smart-home technologies, resident apps, and digital concierge platforms to enhance personalization and engagement.
• Product & Brand Differentiation: Ability to collaborate with design and development teams to create distinctive, market-leading branded residential products that embody IHG’s luxury DNA.

What we’re looking for in you:

• Leadership & Stakeholder Management: Demonstrated success in owner and stakeholder engagement, building long-term partnerships. Strong communication and negotiation skills with owners, developers, and investors. Experience in international business development across diverse cultural and regulatory environments.
• Operational & Brand Excellence: Expertise in defining and delivering global service standards and operational excellence. Ability to translate brand DNA into residential experiences and ensure operational readiness. Capability to safeguard brand integrity while balancing global consistency with local relevance.
• Innovation, Wellness & Sustainability: Knowledge of wellness-focused amenities, sustainability practices, and community-building initiatives. Familiarity with sustainability certifications such as LEED and WELL and relevant regulatory frameworks.
• Technology & Digital Living: Proficiency in smart-home technologies, resident apps, digital concierge platforms, and operational automation.
• Cross-Functional Leadership: Skilled in collaborating across hotel operations, marketing, IT, legal, and design teams to deliver integrated, high-performance residential experiences.

Required Education, Experience, Technical Skills and Knowledge:

• Bachelor’s degree in Hospitality Management, Business Administration, Real Estate, or related field.
• Master’s degree (MBA or equivalent) preferred, with focus on international business, property management, or luxury hospitality.
• 5+ years in luxury hospitality, branded residential operations, or property management.
• Proven track record in luxury branded residences, hotels, resorts, or mixed-use developments.
• Experience in development and design planning, collaborating with architects and developers.
• Demonstrated success in owner and stakeholder engagement, building long-term partnerships.
• Background in international business development and strategic planning across diverse cultural and regulatory environments.
• Expertise in defining and delivering global service standards and operational excellence.
• Ability to integrate brand DNA into residential projects and ensure operational readiness.
• Knowledge of wellness-focused amenities, sustainability practices, and community-building initiatives.
• Proficiency in smart-home technologies, resident apps, digital concierge platforms, and operational automation.
• Strong communication and negotiation skills with owners, developers, and investors.
• Capability to safeguard brand integrity while balancing global consistency with local adaptation.
• Familiarity with sustainability certifications (LEED, WELL) and regulatory frameworks.
• Skilled in cross-functional leadership, collaborating with hotel operations, marketing, IT, legal, and design teams.

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.