Director, Property Management & Support Systems

POSITION SUMMARY

The Director of Property Management & Support Systems is responsible for the strategic leadership, governance, optimization, and support of Franklin Group's property management technology ecosystem. This role serves as the primary bridge between Operations, Compliance, Accounting, Marketing, IT, Training, and Property Teams to ensure that operational systems, workflows, data, and support services align with business objectives. The Director oversees the administration, integration, enhancement, support, training, and operational effectiveness of property management platforms including Yardi, Real Page, Rent Cafe, Nexus, compliance systems, resident-facing technologies, and related business applications.

The position drives continuous improvement, user adoption, process standardization, and system performance across the portfolio. The ideal candidate combines property management expertise, technology leadership, operational excellence, project management, and change management capabilities to improve efficiencies, reduce operational risk, and support portfolio growth.

• Develop and execute the strategic roadmap for property management systems and operational technologies.
• Establish governance, standards, and best practices for system utilization across the organization.
• Evaluate, recommend, and implement new technologies that improve operational effectiveness and resident experience.
• Serve as the executive business owner for core property management platforms.
• Align system capabilities with company growth initiatives and portfolio objectives.
• Partner with Executive Leadership to identify technology-driven opportunities for operational improvement.

• Provide enterprise-wide oversight of:
  • Yardi
  • Real Page
  • Rent Cafe
  • Nexus
  • Affordable Housing and Compliance Platforms
  • Resident Portals
  • Online Leasing Platforms
  • Reporting Systems
  • Supporting Ancillary Technologies
• Manage system configuration, workflows, permissions, integrations, and governance.
• Ensure system integrity, consistency, and alignment across departments.
• Review and approve requests impacting system functionality, configuration, integrations, and workflows.
• Oversee release management, testing, deployment, and communication of system updates.

• Lead the Property Management Support team and establish service standards.
• Develop support processes and escalation paths for operational and system-related issues.
• Ensure timely resolution of critical issues impacting:
  • Occupancy
  • Leasing
  • Certifications
  • Compliance
  • Resident Accounting
  • Reporting
  • Property Operations
• Monitor service performance through KPIs and SLAs.
• Drive continuous improvement in support delivery and issue resolution.

• Act as the central liaison between:
  • Operations
  • Compliance
  • Accounting
  • IT
  • Marketing
  • Human Resources
  • Executive Leadership
  • Third-Party Vendors
• Facilitate cross-functional discussions regarding system enhancements and operational process improvements.
• Partner with Compliance leadership to support certification workflows and regulatory requirements.
• Collaborate with Accounting on resident accounting, ledger management, subsidy administration, and financial workflow improvements.

• Develop and oversee enterprise-wide training programs for all property management systems.
• Ensure new hires receive appropriate system onboarding and role-based training.
• Establish competency standards and certification programs for system users.
• Promote best practices and maximize adoption of operational technologies.
• Create documentation, user guides, SOPs, and knowledge-base resources.

• Identify system utilization trends, operational bottlenecks, and improvement opportunities.
• Develop dashboards and reporting tools to monitor system effectiveness.
• Measure user adoption, service metrics, workflow efficiency, and operational outcomes.
• Lead process redesign initiatives that improve efficiency, compliance, and user experience.
• Support automation initiatives and workflow optimization projects.

• Support onboarding of newly acquired properties.
• Lead systems-related transition planning for management changes and acquisitions.
• Coordinate implementation activities and operational readiness reviews.
• Ensure successful deployment of required technologies and operational workflows.

• Manage vendor relationships for property management software and related technologies.
• Participate in contract negotiations, renewals, and performance reviews.
• Monitor service levels and vendor accountability.
• Evaluate vendor performance and recommend improvements or alternatives when appropriate.

• Recruit, develop, and mentor support, training, and systems personnel.
• Establish departmental objectives and performance expectations.
• Foster a culture of accountability, collaboration, service excellence, and…