Director- Process Improvement

Make an Impact  

The Director, Process Enablement & Innovation is a strategic leader within the Technology & Innovation group, responsible for driving operational excellence across the organization. This role owns the end-to-end lifecycle of business processes — from discovery and design through documentation, rollout, and continuous improvement. 

This individual will serve as the connective tissue between technology initiatives and the people who use them every day, ensuring that new systems, tools, and workflows are supported by clear, current Standard Operating Procedures (SOPs) and are adopted successfully through structured change management. The ideal candidate combines strong process design skills with the ability to influence stakeholders, manage complexity, and translate operational needs into scalable, sustainable solutions. 

Key Responsibilities  

Process Improvement

• Lead enterprise-wide efforts to identify, analyze, and redesign business processes across property operations, corporate functions, and technology-enabled workflows.
• Identify opportunities for process standardization, consolidation, and automation to drive efficiency and reduce redundancy. 
• Partner with operations, accounting, marketing, and technology teams to map current-state processes, identify inefficiencies, and design future-state workflows that improve performance consistency, speed, and quality.
• Apply process improvement methodologies (e.g., Lean, Six Sigma, business process re-engineering) to reduce manual effort, eliminate redundancy, and improve the resident and employee experience.
• Establish and track KPIs/metrics to measure process performance and the impact of improvement initiatives.
• Build a continuous improvement culture, including mechanisms for field teams to surface process pain points and improvement ideas.

Standard Operating Procedures (SOPs) - The Bridge Way

• Own the governance model for SOP creation, review, approval, and version control across the organization. 
• Ensure SOPs remain accurate, accessible, and aligned with current systems, policies, and regulatory requirements. 
• Partner with subject matter experts (SMEs) across departments to document new and existing processes in a clear, consistent, and user-friendly format.
• Establish regular cadence for SOP audits and updates, particularly following system changes, technology rollouts, or policy updates.
• Maintain a centralized SOP repository/knowledge base and drive adoption of it as the single source of truth.

Change Management

• Develop and execute change management strategies for business initiatives that include technology implementations, process redesigns, and organizational initiatives sponsored by the Operations and Technology & Innovation groups. 
• Assess change impacts, identify affected stakeholders, and build tailored communication, training, and adoption plans.
• Partner with Talent Management to design and deliver enablement materials (job aids, training sessions, FAQs) that support successful rollouts.
• Define and track adoption metrics, gather stakeholder feedback, and adjust change plans to address resistance or gaps in understanding.
• Act as a trusted advisor to project sponsors and site-level leadership, helping teams navigate the human side of change.

Cross-Functional Leadership

• Serve as a key liaison between Technology & Innovation and operational business units (property operations, accounting, revenue & demand, HR) to ensure technology solutions are grounded in real-world workflows. 
• Partner with teams on technology rollouts (e.g., property management systems, resident portals, maintenance platforms) to ensure process and training readiness ahead of go-live. 
• Present process performance, SOP compliance, and change management progress to senior leadership on a regular basis.
• B uild, mentor, and potentially lead a team of business analysts .

What you should bring  

Required

• Bachelor's degree in Business Administration, Operations Management, Organizational Development, or related field (or equivalent experience). 
• 8+ years of progressive experience in business process improvement, operations, and/or change management, including at least 3 years in a leadership role. 
• Demonstrated experience designing and implementing SOPs and process documentation at scale. 
• Proven track record leading change management for technology or operational transformations.
• Strong facilitation, communication, and stakeholder management skills, with the ability to influence without direct authority.
• Experience working cross-functionally with both corporate and field/operational teams. 

Preferred

• Experience in multifamily property management, real estate operations, or a related field-based, high-transaction-volume industry. 
• Experience with project management/task management platforms (Asana, Monday.com, MS Project)
• Project/Continuous improvement certification (Lean Six Sigma Green/Black Belt, PMP , or similar).
• Familiarity with property management systems and related technology ecosystems.
• Experience building or managing a knowledge management/SOP repository platform.

Core Competencies  

• Strategic and analytical thinker with a bias toward practical, scalable solutions 
• Strong project management discipline; comfortable managing multiple concurrent initiatives 
• Excellent written and verbal communication; able to translate complex processes into simple, actionable documentation 
• Empathetic, people-centered approach to driving organizational change
• Comfortable operating in ambiguity and building structure where none exists
• Data-driven mindset with the ability to define and track meaningful success metrics

What Success Looks Like  

• SOPs across the organization are current, consistent, and easy to find and use. 
• Business processes are measurably faster, more consistent, and less error-prone. 
• Technology rollouts are met with high adoption rates and minimal disruption to field operations.
• Field and corporate teams view the Technology & Innovation group as a trusted partner in operational excellence.

What you can be part of  

Join Bridge’s Technology & Innovation team and help shape how the organization works at scale. You’ll have the opportunity to build and improve enterprise-wide processes, establish a best-in-class SOP framework, lead meaningful technology and operational change, and partner with teams across the organization to create simpler, smarter ways of working. This is a highly visible role with the opportunity to influence strategy, drive measurable impact, and build a culture of continuous improvement.