Director of Operations Support - Multi-Family
About the role
The Director of Operations Support is the leader responsible for aligning and optimizing critical support functions that enable site teams to succeed including Software Systems, Marketing, Training, Compliance, and Centralized Operations. This is a newly created position reflecting our commitment to positioning operational support infrastructure under dedicated, focused leadership. Reporting to the EVP of Operations, you will lead cross-functional departments managing the systems, processes, data, and regulatory frameworks that empower our property management teams to deliver exceptional results. 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 genuine fluency with the technology that drives modern operations. You understand the constraints and opportunities of the multifamily industry, know how to build scalable solutions that work at the property level, and drive a culture of continuous improvement across all functions you oversee. If you are equally comfortable with strategic planning and rolling up your sleeves to solve tactical problems, then this role is for you!
Responsibilities
- Lead, mentor, and develop your 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 it aligns 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