Director, Property Management & Support Systems

Position Summary

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, RealPage, RentCafe, 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.

Key Responsibilities

Strategic Systems Leadership

• 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.
  
  
  

Property Management Systems Oversight

• Provide enterprise-wide oversight of:
• Yardi
• RealPage
• RentCafe
• 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.
  
  

Operational Support & Service Delivery

• 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.
  
  

Cross-Functional Business Partnership

• 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.
  
  

Training & Adoption

• 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.
  
  
  

Analytics & Process Improvement

• 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.
  
  
  

Property Acquisitions, Transitions & Growth

• 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.
  
  
  

Vendor & Contract Management

• 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.
  
  
  

Leadership & Team Development

• Recruit, develop, and mentor support, training, and systems personnel.
• Establish departmental objectives and performance expectations.
• Foster a culture of accountability, collaboration, service excellence, and innovation.
• Lead departmental planning, budgeting, and resource allocation activities.
  
  
  

Required Qualifications

• Bachelor's degree in Business Administration, Information Systems, Property Management, Operations, or related field.
• 7–10 years of progressively responsible experience in property management, property management technology, operations, or related leadership functions.
• Minimum 5 years of leadership experience managing teams and cross-functional initiatives.
• Extensive experience with:
• Yardi
• RealPage
• RentCafe
• Property Management Software Platforms
• Affordable Housing Workflows
• Strong understanding of:
• Multifamily operations
• LIHTC
• HUD
• Conventional Housing
• Resident accounting processes
• Compliance operations
• Proven project and change management experience.
• Strong vendor management and negotiation skills.
• Exceptional communication and executive presentation abilities.
  
  

Preferred Qualifications

• Experience in large multi-site multifamily portfolios.
• Advanced reporting and business intelligence experience.
• PMP, Prosci, or Change Management certification.
• Experience leading software implementations and enterprise technology rollouts.
• Familiarity with Power BI, Microsoft 365, Power Automate, SharePoint, and AI-enabled workflow tools.
  
  
  

Key Competencies

• Strategic Thinking
• Operational Excellence
• Technology Leadership
• Change Management
• Customer Service Leadership
• Process Improvement
• Cross-Functional Collaboration
• Executive Communication
• Vendor Management
• Team Development
• Problem Solving
• Data-Driven Decision Making
  
  
  

Salary Range is $85,000 - $110,000 per year

The base salary range displayed represents the expected minimum and maximum compensation for this role at the time of posting. Final salary offers are determined based on multiple factors, including the candidate's relevant experience, specific skills, qualifications, and type of property.

CORPORATE INTEGRITY: All team members in all positions are expected to act professionally at all times, including but not limited to treating others with respect, valuating diversity, supporting team/community goals, and following company policies and procedures and fostering company core values.

Franklin Group is an Equal Opportunity Employer.