Senior Manager, Property Operations Transformation

Description

The Senior Manager, Property Operations Transformation is the functional leader for the Property Operations pillar of the Business Transformation Team. Reporting to the SVP, Operational Transformation, this role leads the design and validation of a standardized, simplified and scalable property operations model across diverse community types and markets. The role brings deep community association management and property operations experience, translates real-world operating requirements into enterprise standards and system requirements, and serves as the principal operational decision partner across Product, Technology, Data, Training and Adoption, Change Management and market leadership.

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Lead discovery and future-state design across work order management, violations, architectural modifications, resident communications, inspections, vendor workflows, board and management reporting, and related operating practices.
• Ensure discovery captures vertical-type differences, market constraints, and state or local regulatory considerations that may affect future-state workflows.
• Define enterprise standards, decision rights, process boundaries and operating requirements while preserving only those variations required by law, regulation or materially different service models.
• Serve as the principal Property Operations subject matter expert and senior functional liaison for the transformation team.
• Make or recommend functional decisions within established governance and elevate enterprise tradeoffs to the SVP, Operational Transformation.

• Translate approved operating-model decisions into clear business requirements, functional specifications, process maps and acceptance criteria.
• Partner with Product, Technology and Data teams to align configuration, integrations, data definitions, migration rules, controls and reporting with operational requirements.
• Review functional and technical designs for alignment with approved business requirements and practical property-management needs.
• Identify functional gaps, cross-pillar dependencies, control risks and decisions requiring leadership escalation.

• Lead operational discovery and design-validation sessions with regional, market leaders and experienced subject matter experts.
• Own Property Operations UAT strategy, business scenarios, acceptance criteria and functional sign-off recommendations.
• Define operational content requirements for training, job aids and standard operating procedures.
• Partner with Training and Change Management to prepare operational leaders, establish change champions and support adoption.
• Support go-live and post-go-live optimization by prioritizing functional defects, workflow refinements and opportunities to reduce administrative burden.

• Compare processes and artifacts across community types and markets to identify common standards, meaningful differences and opportunities for simplification.
• Use data, operational evidence and approved AI tools to accelerate analysis, documentation and solution development while validating outputs with subject matter experts.
• Establish a disciplined feedback loop after go-live to assess workflow performance, manager experience, resident impact and opportunities for continuous improvement.

• Practices and adheres to First Service Residential Global Service Standards.
• Always conducts business with the highest standards of personal, professional and ethical conduct.
• Performs or assists with any operations required to maintain workflow and to meet schedules.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain a specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Follows all policies and Standard Operating Procedures as instructed by Management.
• Performs any range of special projects, tasks and other related duties as assigned.

• Bachelor's degree in business, operations, organizational leadership or a related…