With over two decades of experience in the multifamily industry, Dana Caudell joined Pegasus Residential as its chief strategy officer in July. Pegasus was ranked No. 34 on the National Multifamily Housing Council’s top apartment managers list for 2024, managing nearly 49,000 units. She shares with MFE her work goals as well as the latest on technology and property management challenges.
As you settle into your new role, what are your short- and long-term goals?
In the short term, my focus is on enhancing operational efficiencies and strengthening relationships with our key stakeholders and clients. I’m also working with our executive team on aligning our overall company strategy to prepare Pegasus for continued growth. Long term, I aim to position Pegasus as a leader in innovation within property management, ensuring we stay ahead of industry shifts while fostering a culture of excellence across our teams.
What technology is becoming a game-changer for the industry?
As we are all experiencing, automation and artificial intelligence (AI) are game changers for the property management industry. From streamlining leasing processes to improving maintenance tracking and enhancing customer service, these technologies are helping us operate more efficiently while providing a better experience for both residents and staff. Business intelligence (BI) and data warehousing are also becoming critical, enabling us to make more informed decisions that directly impact asset performance and resident satisfaction. All the above combined provide a better outcome and return for our clients.
How do you strike the right balance between people and technology?
While technology is an invaluable tool, it’s the people who make the difference. We aim to use technology to enhance, not replace, the personal touch with our residents, teams, and clients. Whether it's through personalized service or tailored resident experiences, we make sure our teams are equipped with the right tools to deliver a high-touch, people-first approach. The key is leveraging tech to free up time for more impactful communication with residents and employees while providing accurate and up to date information to our clients.
What is the biggest challenge for property managers today, and how is Pegasus navigating that?
One of the biggest challenges today is managing rising operational costs while maintaining high levels of resident satisfaction. Pegasus is navigating this by staying agile and continually looking for ways to optimize costs without sacrificing service. In certain markets, we are seeing occupancy soften due to high levels of supply; so, we are working hand in hand with our clients to pivot when and where needed to execute on the business plans.
In a competitive market, how does Pegasus set itself apart?
Pegasus stands out through our executive touch points with our teams and clients. Our client-centric approach allows us to deliver customized solutions tailored to each asset’s unique needs, which helps us build long-term relationships with owners.
What’s key to you in terms of both employee satisfaction as well as resident satisfaction?
For employees, it’s about creating an environment where they feel valued, supported, and have room for growth. We focus on providing the tools, training, and culture that allow our teams to thrive. For residents, satisfaction comes from consistently delivering a seamless living experience, ensuring their needs are met promptly, and fostering a sense of community.
What do you enjoy doing outside of work?
Outside of work, I enjoy traveling, spending time with family, being an avid soccer mom/fan, and staying active through nature walks, snorkeling, or just a fun day at the beach. I also love diving into a good book or podcast to continuously learn and stay inspired.
