Director- Process Improvement

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.

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.

• 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.

• 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.

• 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.

• Serve as a key liaison between Technology & Innovation and operational business units (property operations, accounting, revenue & demand,…