Director of Operations

About Us

11Residential is a property management company specializing in residential multifamily properties in the Western United States. Our mission is to provide a quality living environment that enhances the lives of our residents. We believe that when employees feel valued, our communities prosper. Guided by our foundational principles of integrity, compassion, teamwork, inclusion, growth, and customer service, we are dedicated to fostering an engaging and supportive workplace culture. We seek talented individuals who are driven and empowered to help build comfortable and welcoming communities. Throughout our company, you will find the guidance and support needed to inspire and challenge you to achieve success.

About the Role

The Director of Operations is a newly created leadership position responsible for aligning and optimizing critical support functions that enable site teams to succeed, including Software Systems, Marketing, Training, Compliance, and Centralized Operations. Reporting to the EVP of Operations, you will lead cross-functional departments managing systems, processes, data, and regulatory frameworks to empower property management teams. Your primary accountability is to break down silos, create alignment around shared operational objectives, and build system-driven efficiency across these interdependent functions.

This role requires deep multifamily leadership experience, strong systems thinking, and fluency with the technology that drives modern operations. You will drive a culture of continuous improvement across all functions you oversee, balancing strategic planning with tactical problem-solving.

Responsibilities

• Lead, mentor, and develop department teams with clear accountability frameworks and collaborative objectives.
• Establish shared KPIs and strategic priorities that ladder into property operations and company goals, breaking down silos through cross-departmental initiatives, shared projects, and integrated planning.
• Lead the evaluation, selection, and implementation of a new CRM platform to replace existing systems, partnering with the Software Systems team to ensure alignment with current and future operational needs.
• Serve as the operational technology strategist, establishing data governance and process standardization across systems so the tech stack evolves to support growth while remaining reliable, manageable, and cost-effective.
• Define the primary site-level KPIs that matter most to operational success and build the data architecture and dashboards that provide real-time visibility into these metrics.
• Set operations and centralization strategy to drive process standardization and automation that improve consistency, accuracy, and efficiency across properties.
• Direct compliance strategy to identify and coordinate regulatory changes across teams, embed compliance requirements into systems, training, and processes, and serve as the escalation point for complex cross-departmental decisions.
• Align Marketing and Training with on-site operations and goals by ensuring messaging, brand positioning, system usage, and training curriculum are consistent across property teams.
• Provide regular reporting to the EVP of Operations on departmental performance, cross-functional initiatives, and progress toward 18-month structural and cultural outcomes.

Qualifications

• Minimum 10 years of progressive leadership experience in multifamily property management operations.
• Demonstrated experience and strong understanding of on-site property management challenges and opportunities.
• Strong experience with compliance, training, marketing, centralized accounting, or technology, either through direct leadership or close cross-functional partnership.
• Deep expertise in managing diverse portfolios including class B and C value-add properties is highly preferred.
• Strong systems thinking and analytical skills, with demonstrated ability to evaluate complex operational problems, design solutions, and drive implementation.
• Bachelor’s degree in Business Administration, Operations Management, Real Estate, or a related field, or equivalent work experience in lieu of education.
• Hands-on experience with property management software platforms such as Yardi, or equivalent enterprise systems.
• Experience leading or participating in software platform selection, implementation, or data migration projects is highly preferred.
• Ability to stay informed and ahead of the regulatory landscape by maintaining up-to-date knowledge of housing compliance requirements and state/local amendments specific to multifamily.
• Experience building or optimizing dashboards, KPI frameworks, or data analytics capabilities.
• Track record of leading cross-functional initiatives or organizational restructuring.
• Comfort with emerging technologies and AI tools to enhance operational efficiency.

Pay

The base compensation range for this position is $155,000 to $170,000 per year. In addition to base pay, this role offers performance-driven bonuses. Exact compensation may vary based on skills, experience, and location.

Benefits

• Medical, dental, and vision insurance coverages.
• Health savings account.
• 401(k) with a 4% company match.
• 30% Employee Rental Discount based on availability.
• Education Reimbursement program.
• Paid Time Off — Vacation Accrual, Sick Time Accrual, Paid Holidays, Birthday Holiday, Service Day, and Health & Wellness Day.
• Exciting growth and development opportunities.

Physical Requirements

• Perform work in a professional office environment.
• Use standard office equipment such as computers, phones, and videoconference systems.
• Regularly communicate with employees, co-workers, department heads, and field leadership in person, by phone, and via video conference.
• Travel to properties and corporate offices as needed to observe operations, conduct training, and build relationships with field teams; this may include overnight stays and use of various transportation modes.
• Occasional travel for company events, industry conferences, or strategic meetings.