Strategic Operations Manager

About Heatherwood
For over 75 years, Heatherwood has been dedicated to developing upscale residential rental communities, commercial properties, luxury urban spaces. Our reputation for quality construction, innovative design, and exceptional service has made us a recognized leader in the industry. At Heatherwood, we believe our employees are our greatest asset, which is why we prioritize professional development and promote from within.

We are seeking a Strategic Operations Manager to play a pivotal role in shaping and strengthening our organizational policies, procedures, and training programs. This position will be responsible for driving operational excellence by streamlining processes, fostering effective cross-departmental communication, and leading initiatives related to system testing, training, and technical documentation. The Strategic Operations Manager will partner closely with teams across Sales, Customer Service, Maintenance, and other key operational functions to enhance efficiency, ensure compliance, and support Heatherwood’s commitment to delivering exceptional service and operational performance.

Responsibilities and Duties

• Oversee multiple projects related to operational processes and procedures.
• Lead software setup, testing, training, and process development.
• Develop technical documentation by: Gaining a deep understanding of department functions and documenting related processes and Identifying areas for process improvement and implementing solutions.
• Design and implement communication and training strategies to support company initiatives.
• Create training materials, including manuals, quick guides, online videos, webinars, and instructor-led sessions.
• Develop both short- and long-term training programs to enhance Associate expertise and performance.
• Deliver training to employees at all levels, from new hires to leadership.
• Collaborate with internal stakeholders and subject matter experts to translate complex information into clear, actionable guidance.
• Collaborate with analysts to create effective reporting for the onsite teams
• Conduct on-site audits to ensure compliance, working with site managers to address and correct discrepancies.
• Lead and support special projects as needed.

• Must be proficient with Yardi software
• 2 years’ experience in or actively supporting operations in a multi-family industry
• Strong interpersonal, organizational, verbal, and written communication skills
• Ability to handle multiple priorities at the same time, and strong attention to detail
• Evaluation, research, and processing skills
• Strong presentation skills
• Skilled with technology collaboration products such as Microsoft Teams, 8x8, and Zoom
• Skilled using AI tools
• High level of proficiency in Microsoft Office Suite

Education

• Bachelor’s degree in Business Administration, Operations Management, Organizational Development, or a related field or experience equivalent.

Why Work With Heatherwood?

We don’t just hire employees—we invest in them. At Heatherwood, you’ll get:

• Competitive salary
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Employee Housing Discount
• Employer-Paid Coverage (Life and Long-Term Disability Insurance)
• Employee Assistance Program
• Employee Referral Program
• Ongoing training and internal growth opportunities