Director of Operations - Multifamily

Job Description

Job Description

Director of Operations - Multifamily - Birmingham, AL

The Director of Operations serves as the internal program manager for the property management platform, ensuring the systems, processes, governance structures, and enterprise initiatives that support the portfolio operate efficiently and scale effectively as the company grows. The role coordinates cross-departmental initiatives, leads the implementation of new systems and technology, and drives operational improvements that enhance performance, consistency, and efficiency across the portfolio.

The Director partners closely with executive leadership to translate strategic priorities into structured execution plans, ensuring enterprise projects are implemented on schedule, systems are optimized, and operational infrastructure continues to evolve to support growth. While this role does not oversee site-level operations or financial performance, it plays a critical role in enabling those outcomes by ensuring the company’s operational platform is disciplined, scalable, and continuously improving.

Core Areas of Accountability

Business Infrastructure & Governance

· Establish and manage enterprise-level operational cadences (audit cycles, review schedules, reporting timelines).

· Oversee annual budget process milestones and submission deadlines (governance ownership, not assumption development).

· Maintain structured workflows for recurring portfolio-wide initiatives.

· Ensure consistent adherence to approved processes across departments.

· Develop internal controls and documentation standards.

Vendor & Systems Ecosystem Management

· Serve as primary liaison to key external partners (Yardi, Apartment IQ, marketing analytics providers, technology vendors).

· Oversee vendor performance, service level adherence, and contract alignment.

· Coordinate system upgrades, integrations, and new tool implementation.

· Ensure vendors align with company strategy and operational needs.

· Identify inefficiencies or gaps in the business technology stack.

Cross-Functional Program Rollout & Execution Support

· Partner with President and VP to coordinate rollout of new programs, policies, and initiatives.

· Develop structured implementation timelines and accountability checkpoints.

· Monitor adherence to rollout plans and escalate bottlenecks when necessary.

· Ensure communication clarity across departments during major initiatives.

Process Design & Continuous Improvement

· Evaluate operational processes for scalability and consistency.

· Standardize workflows across markets.

· Document SOPs and governance frameworks.

· Reduce redundancy and eliminate friction across departments.

Audit & Compliance Cadence Oversight

· Establish audit calendars and structured review cycles.

· Coordinate cross-departmental compliance reviews.

· Track findings and resolution timelines.

· Maintain documentation consistency across markets.

· Establish and oversee operational audit practices to ensure accuracy and compliance in resident screening, lease execution, rent collection, and other critical property management processes.

Executive Reporting Coordination

· Ensure standardized reporting cadence is maintained.

· Coordinate information flow between field operations and executive leadership.

· Prepare executive briefing materials for internal use.

· Support ownership reporting logistics (process and structure, not financial modeling).

What This Role Does Not Own

· Site-level performance management.

· NOI delivery or financial execution accountability.

· Development of site-level budget assumptions.

· Acquisition underwriting or capital strategy.

· Direct management of Regional Managers.

Executive Performance Indicators

· On-time completion of budget governance milestones.

· Vendor performance adherence to service standards.

· Governance calendar compliance.

· Successful rollout of enterprise initiatives.

· Reduction in operational process inefficiencies.

· Audit completion rate and issue resolution timelines.

Qualifications & Experience

· 8–12 years of experience in property management operations, enterprise operations, or business infrastructure leadership.

· Experience managing enterprise vendors (PMS, analytics tools, marketing platforms).

· Strong project management and process design capability.

· Deep familiarity with Yardi or comparable property management systems.

· Experience coordinating cross-functional executive initiatives.

· High organizational discipline with ability to manage multi-phase enterprise workflows.