Director of Operations Support - Multi-Family

Who We Are 11Residential is a property management company specializing in residential multifamily properties in the Western United States. Our mission is to provide a quality living environment that enhances the lives of our residents. We firmly believe that when employees feel valued, our communities prosper. Guided by our foundational principles of integrity, compassion, teamwork, inclusion, growth, and customer service, we are dedicated to fostering an engaging and supportive workplace culture. Who We Are 11Residential is a property management company specializing in residential multifamily properties in the Western United States. Our mission is to provide a quality living environment that enhances the lives of our residents. We firmly believe that when employees feel valued, our communities prosper. Guided by our foundational principles of integrity, compassion, teamwork, inclusion, growth, and customer service, we are dedicated to fostering an engaging and supportive workplace culture. We are interested in finding talented individuals who are driven and empowered to become successful as they help build comfortable and welcoming communities. Throughout our company, you will find the guidance and support needed to inspire and challenge you to achieve success. Come join us in shaping exceptional living spaces for all! Discover more about us and our communities at 11residential.com. Position Summary 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! What You'll Be Doing 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 most to operational success and build the data architecture and dashboards that provide real-time visibility into these metrics. Set operations and centralization strategy to drive process standardization, and automation that improve consistency, accuracy, and efficiency across properties. Direct compliance strategy to identify and coordinate regulatory changes across teams, embed compliance requirements into systems, training, and processes, and serve as the escalation point for complex cross-departmental decisions. Align Marketing and Training with on-site operations and goals by ensuring messaging, brand positioning, system usage, and training curriculum are consistent across property teams. Provide regular reporting to the EVP of Operations on departmental performance, cross-functional initiatives, and progress toward 18-month structural and cultural outcomes. Qualifications Minimum 10 years of progressive leadership experience in multifamily property management operations. Demonstrated experience and strong understanding of on-site property management challenges and opportunities. Strong experience with compliance, training, marketing, centralized accounting, or technology, either through direct leadership or close cross-functional partnership. Deep expertise in managing diverse portfolios including class B and C value-add properties is highly preferred. Strong systems thinking and analytical skills, with demonstrated ability to evaluate complex operational problems, design solutions, and drive implementation. Bachelor's degree in Business Administration, Operations Management, Real Estate, or a related field, or equivalent work experience in lieu of education. Hands'on experience with property management software platforms such as Yardi, or equivalent enterprise systems. Experience leading or participating in software platform selection, implementation, or data migration projects is highly preferred. The ability to stay informed and ahead of the regulatory landscape by maintaining up-to-date knowledge of housing compliance requirements and state/local amendments specific to multifamily. Experience building or optimizing dashboards, KPI frameworks, or data analytics capabilities. Track record of leading cross-functional initiatives or organizational restructuring. Comfort with emerging technologies and AI tools to enhance operational efficiency. Compensation The base compensation range for this position is $155,000 to $170,000 per year. In addition to base pay, this role offers exciting opportunities for performance-driven bonuses. Join us on this exciting journey where your hard work and dedication are not only valued but also rewarded. Exact compensation may vary based on skills, experience, and location. Benefits Medical, dental, and vision insurance coverages. Health savings account. 401(k) with a 4% company match. 30% Employee Rental Discount based on availability. Education Reimbursement program. Paid Time Off — Vacation Accrual, Sick Time Accrual, Paid Holidays, Birthday Holiday, Service Day, and Health & Wellness Day. Exciting growth and development opportunities. Physical Requirements To successfully perform the essential functions of this job, the employee must be able to: Perform work in a professional office environment. Use standard office equipment such as computers, phones, and videoconference systems. Regularly communicate with employees, co-workers, department heads, and field leadership in person, by phone, and via video conference. Travel to properties and corporate offices as needed to observe operations, conduct training, and build relationships with field teams; this may include overnight stays and use of various transportation modes. Occasional travel for company events, industry conferences, or strategic meetings. The above statements are intended to describe the general nature and level of requirements for the work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. EEO Statement 11 Capital is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. You must be able to pass a criminal background check and a drug test. A positive result of Marijuana/THC does not disqualify candidates in states where it is legal. #J-18808-Ljbffr Residential ONE