SVP, Affordable Housing Operations

About the role

The SVP, Operations is a key executive leader responsible for shaping and executing operational strategies across their multifamily property management portfolio. This role will champion a resident- and client-first mindset, drive innovation and excellence in service delivery, and lead transformational initiatives that position the organization as a premier industry leader.

Essential Duties & Responsibilities

• Lead with transparency, professionalism, and credibility, adapting communication to resonate with diverse audiences.
• Influence internal and external stakeholders through clear messaging, strategic storytelling, and persuasive negotiation.
• Guide teams through change and complexity with resilience, foresight, and conflict resolution expertise.
• Promote a culture of collaboration, innovation, and accountability.
• Build and maintain high-impact relationships with clients through active listening, strategic insights, and proactive communication.
• Translate client needs into tailored solutions that align with their business goals and long-term vision.
• Implement advanced resident experience strategies and leverage data to continuously improve satisfaction and retention.
• Establish the company as a leader in customer service excellence by driving innovation, personalization, and responsiveness across all touchpoints.
• Drive operational excellence that supports the company’s growth strategy and financial performance.
• Align operational initiatives with key business objectives, client outcomes, and market dynamics.
• Maintain oversight of the implementation and impact of shared services offerings, vendor spend compliance, and operational cost-reduction strategies.
• Monitor KPIs related to workflow efficiency, technology adoption, client retention, and financial health.
• Leverage deep industry knowledge and foresight to anticipate trends, risks, and opportunities.
• Champion transformative projects that enhance competitiveness, scalability, and market leadership.
• Shape and influence industry narratives through thought leadership and active participation in professional forums.
• Foster a high-performance culture that prioritizes inclusion, motivation, and professional growth.
• Lead strategic workforce planning, succession planning, and leadership development programs.
• Ensure the team possesses the skills and capabilities required for future success.
• Mentor and empower leaders across the organization to drive innovation and achieve collective excellence.
• Tackle challenges at all levels, from day-to-day issues to enterprise-level transformation, with strategic clarity.
• Lead cross-functional teams in identifying, analyzing, and resolving systemic and complex problems.
• Make forward-thinking, data-informed decisions that align with long-term business sustainability.

Travel

This position entails travel, estimated at 25-50% of work time annually. Travel may be required for property visits, conferences, training sessions, or other business-related activities.

Education & Experience

• Bachelor’s degree preferred
• Minimum 10-15 years of progressive leadership in operations, with at least 2-5 in a senior/executive role within the multifamily or real estate services industry.
• Must have a minimum of 10 years’ experience with affordable housing programs, including but not limited to at least one of the following programs: LIHTC, HUD programs (Project-Based Section 8, Section 236, PRAC, 811 PRA), USDA-Rural Development (515), HCD, HOME Funds, and Bonds.
• Affordable Housing Accreditation (e.g., HCCP, HCP-E, COS, BOS, TCS, CPO) or other applicable designations in affordable programs is preferred, but not required.
• Experience overseeing more than 10,000+ units
• Proven track record of driving operational excellence, leading cross-functional teams, and fostering client partnerships.
• Demonstrated experience managing large-scale transformation initiatives, talent strategies, and customer experience enhancements.
• Exceptional communication, negotiation, and interpersonal skills
• Strategic thinking with strong business and financial acumen
• Expertise in resident/client experience strategies
• Strong understanding of industry trends, data analytics, and technology applications
• Proven ability to build inclusive, high-performing, and collaborative teams