Director, Operations Process & Optimization

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in over 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing more than one million units/beds globally. Across its platforms, Greystar has over $79 billion of assets under management, including approximately $36 billion of development assets and over $30 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

The Operations Process & Optimization team was formed to help make change easier for Greystar's US Property Management Business. Whether it's a new policy, process, or system, our job is to make sure our USPM teams and leaders know what's coming, feel ready for it, and can put it into practice with less stress or searching.

The Director, Operations Process & Optimization, will provide strategic leadership and cross-functional oversight for program portfolios that drive operational excellence and transform the ways of working for USPM to match new technologies, processes, and policies. This role leverages governance frameworks, builds strategic stakeholder relationships across the organization, and ensures execution on defined operational initiatives and enterprise priorities.

This role focuses on leading complex, multi-workstream initiatives and driving organizational readiness through strategic change management. The Director will oversee the development of adoption strategies and tools, ensuring USPM leaders and teams are equipped to successfully implement and sustain new ways of working.

Strategic Program Leadership: Develops and executes program plans for a portfolio of programs, establishing governance frameworks, success criteria, and roadmaps.

Cross-Functional Leadership: Lead cross-functional teams and stakeholder groups across USPM, Support Services, and Enterprise functions to drive alignment and successful program outcomes.

Stakeholder Management: Builds and maintain strategic relationships with divisional and regional leaders, functional executives, and key stakeholders to ensure program alignment with business priorities.

Process Transformation: Drive the identification and implementation of enterprise-level process improvements that create operational efficiency and scalability across people, process, and technology.

Change Leadership: Establish and execute comprehensive change management strategies that ensure organizational readiness, adoption, and sustained implementation of new initiatives.

Subject Matter Authority: Apply deep expertise in multifamily operations and third-party property management to inform strategic decisions and ensure initiatives address operational realities and client expectations.

The Director, Operations Process & Optimization will work closely on projects for operations, including maintenance and risk management.

JOB DESCRIPTION

KEY RESPONSIBILITIES:

• Strong program management for a portfolio of operational improvement programs, ensuring alignment with USPM strategic priorities and business objectives
• Develop professional training materials, job aids, SOPs, communications, and presentations that promote user adoption and operational understanding
• Develop roadmaps and project plans, and deliver program deliverables based on impact to customer experience and operational feasibility
• Lead and participate in cross-functional working groups and prepare polished and impact deliverables on time
• Build and maintain strategic relationships with divisional and regional operations leaders, functional executives, and key stakeholders to drive program success
• Deploy comprehensive change management strategies that drive organizational readiness, adoption, and sustain behavioral change
• Create executive-level communications, business cases, and strategic presentations for senior leadership and governance bodies
• Establish success metrics, KPIs, and reporting mechanisms to track program performance and business outcomes
• Apply deep subject matter expertise in multifamily and third-party property management to provide informed recommendations and ensure initiatives align with business objectives
• Man