Director of Strategic Operations Multifamily

When you join Hines you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence earning us a spot on Fast Companys esteemed annual list of the Worlds Most Innovative Companies as well as recognition as one of U.S. News & World Reports Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

The Director of Strategic Operations is a senior leader responsible for driving operational excellence and scalability across Hines multifamily platform strengthening portfolio-wide consistency and ensuring that systems processes and training programs provide effective support and are built to scale with growth. The Director serves as a critical bridge between corporate strategy and on-site execution ensuring initiatives are practical scalable and measurable. This role translates strategic priorities into execution improving operational excellence across communities by optimizing workflows elevating standards and supporting organizational readiness for continued growth. You will partner cross-functionally with Community Operations Technology Solutions HR Marketing and other key partners advancing operating standards streamlines processes and enabling data-driven decision making across a geographically diverse portfolio. Responsibilities include but are not limited to:

Operational Excellence

• Lead development refinement and governance of operational standards SOPs and best practices across the portfolio.
• Identify system and operational performance gaps across the portfolio and partner with regional leadership to drive targeted scalable solutions.
• Conduct operational diagnostics and support execution plans that improve consistency and operational outcomes.
• Oversee readiness and execution support for community openings transitions acquisitions and major initiatives.
• Develop KPI frameworks that measure operational performance team capabilities and systems effectiveness.
• Utilize operational data trends and analytics to drive decision-making and operational adjustments.
• Support initiatives focused on elevating service delivery operational efficiency and portfolio consistency.

Systems Operations

• Drive adoption of integrated technology solutions to enable data visibility operational efficiency and improve resident and employee experience.
• Provide oversight and strategic direction for property management systems including PMS CRM revenue management and business intelligence platforms.
• Ensure systems workflows align with operational standards and support business needs.
• Partner with Technology Solutions on system enhancements implementations and optimization initiatives.
• Support system readiness communication and adoption efforts during major updates or implementations.
• Serve as an operational stakeholder and advocate during system design testing and deployment.

Learning & Development Oversight

• Lead the strategic direction of Learning & Development to support operational capability building.
• Ensure learning programs are directly tied to performance outcomes team productivity leasing effectiveness and operational consistency.
• Ensure onboarding role-based training and learning programs align with operational needs and performance expectations.
• Evaluate training effectiveness and ensure ongoing optimization based on operational feedback.
• Partner with the L&D leader to establish learning priorities and allocate resources to address capability gaps.
• Oversee development of standardized training frameworks that support consistent role readiness across communities.

Cross-Functional Leadership

• Serve as a strategic partner to Community Operations HR Technology Solutions Marketing and Resident Experience.

• Collaborate on enterprise initiatives ensuring operational needs are represented.

• Facilitate clear communication and alignment between corporate departments and onsite operations.

• Influence cross-functional decisions to ensure alignment with operational priorities and business goals.

Minimum Requirements include:

• Bachelors degree required; advanced degree preferred.
• 10 years of progressive experience in multifamily operations operational excellence or related leadership roles.
• Deep understanding of multifamily operations systems workflows and key performance drivers.
• Proven ability to lead cross-functional initiatives and operational improvement projects.
• Experience managing or overseeing Learning & Development at a strategic level.
• Strong analytical and problem-solving skills with ability to translate data into strategy.
• Experience driving measurable operational improvements across a portfolio (e.g. occupancy growth expense reduction NOI improvement).
• Skilled communicator and facilitator who can build alignment across stakeholders and lead an organization through change.
• Experience implementing or optimizing property management systems at scale strongly preferred.
• Lead through influence and builds trust across diverse stakeholder groups.
• Process improvement and systems thinking.
• Strong change management capability.
• Ability to lead through influence across multiple stakeholder groups.
• Strong planning prioritization and project management skills.
• Proficiency utilizing various software systems including but not limited to MS Suite Entrata and more.
• Industry certifications and accreditations a plus (CAM IREM etc.).
• Ability to travel up to 40-50% to support operational initiatives transitions and training-related needs
• Ability to lift up-to 5-35 pounds.
• Working indoors majority of the time.
• Working outdoors and onsite as field support requires.

At Hines we strive for excellence as a leading global real estate investment manager driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living office retail mixed-use logistics and life science projects all designed to enhance value connection and inspiration. Our strategic approach integrates local expertise with global knowledge taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices we recognize that the true driving force behind Hines success is our 5000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people offering comprehensive training competitive compensation robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team we cultivate an inclusive environment where everyone including our clients can thrive.

Hines is proud to be named to Fast Companys prestigious annual list of the Worlds Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31 2023.

We are an equal opportunity employer and support workforce diversity.

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