Associate, Operational Strategy & Services

Overview

Reporting to the Senior Manager, the Associate will serve as a key team member of the Residential Strategic Operations team, leading the development, execution, and continuous improvement of communication strategies, operational initiatives, and data-driven insights across the RMR Residential portfolio.

This role is responsible for managing internal communications to the onsite operations teams, ensuring messaging is clear, engaging, and actionable, while supporting change management initiatives that drive adoption, performance, and operational excellence.

The Associate will play a critical role in connecting strategy to execution - supporting the rollout of key initiatives, developing field-facing communications, and leveraging operational data and KPIs to identify opportunities, drive performance, and inform decision-making.

This role will also support the development and management of the organization’s operations portal, serving as a centralized hub for communications, reporting visibility, and resources for onsite teams.

A successful candidate will be highly organized, creatively driven, data-informed, and passionate about improving how teams communicate, execute, and deliver results.

Communications & Engagement

• Serve as the lead for all residential field communications, ensuring clarity, consistency, and engagement across messaging
• Develop and execute communication strategies for key initiatives, including change management plans and operational rollouts
• Create high-quality, audience-specific communications tailored to executive leaders, regional leaders, and onsite teams
• Support and enhance modern communication methods, including tools such as Microsoft newsletters and Viva Engage
• Drive engagement across communication platforms to build a culture of recognition, idea-sharing, and best practices

Change Management & Strategic Initiatives

• Support the development and execution of change management plans across the organization
• Partner with stakeholders to drive initiative adoption, identify barriers, and implement solutions
• Assist in building structured rollout plans, communication cadences, and success tracking mechanisms
• Support company-wide initiatives and strategic programs

Operations Platform & SOP Oversight

• Lead ongoing development and maintenance of operations platform, ensuring it serves as a one-stop shop for field teams
• Gather feedback from field and leadership teams to continuously improve platform usability and effectiveness
• Oversee SOP management, updates, and communication across the organization, and provide administrative support to the Policy Review Committee through documentation, coordination, and tracking of policy updates.

Data, Reporting & BI Support

• Monitor and analyze operational KPIs and performance metrics
• Support development and enhancement of BI dashboards and reporting tools
• Assist in translating data into actionable insights for leadership and field teams
• Partner with BI and analytics teams to improve reporting accessibility and usability
• Prepare executive summaries and analysis of performance, including quarterly audit insights

Presentations & Executive Support

• Develop PowerPoint presentations and materials for company-wide communication
• Support storytelling through data, visuals, and structured messaging
• Assist in preparing executive-level updates, summaries, and communications

• 2–4 years of experience in communications, operations, or a related role (multifamily, retail, hospitality, or service environment preferred)
• Strong written and verbal communication skills, with the ability to tailor messaging across audiences
• Experience creating presentations and communication materials (PowerPoint proficiency required)
• Strong organizational and project management skills, with ability to manage multiple priorities
• Analytical mindset with the ability to interpret data and translate insights into action
• Experience or interest in working with data tools (Power BI, Excel, or similar platforms)
• Ability to think strategically while executing at a high level of detail
• Strong collaboration skills and ability to partner cross-functionally

Preferred Qualifications

• Experience…