Systems & Operations Manager - Multifamily

The Systems & Operations Manager supports Hines’ multifamily platform by serving as a subject matter expert for rent and property management systems and the operational workflows they enable. This role partners closely with Operations, Accounting, Technology, and Training teams to ensure systems are configured effectively, adopted consistently, and aligned with business needs across the portfolio. The position plays a critical role in onboarding, training, system optimization, transitions, and continuous improvement to support operational excellence and a positive onsite team experience. This role also supports portfolio-wide consistency, change adoption, and effective system governance to enable scalable, high-quality operations, including visibility into adoption trends and operational impacts at scale. Responsibilities include, but are not limited to: Systems Ownership & Support

• Serve as a primary point of contact for property and rent management systems, supporting leasing, accounting, operations, and reporting workflows
• Provide advanced troubleshooting and issue resolution support, partnering with internal teams and vendors as needed
• Support system upgrades, enhancements, and configuration changes to align with evolving business needs
• Partner with Operations and Technology to help establish, reinforce, and maintain standardized system workflows, controls, and best practices across the portfolio
• Support integrations and workflows across related systems (e.g., leasing, accounting, reporting, and resident-facing tools) to ensure a seamless user experience
• Help define and reinforce expectations for system usage that support data accuracy, compliance, and consistent operational outcomes

Training & Enablement

• Develop and deliver system training for new and existing onsite and corporate team members, including onboarding, refresher, and remedial training
• Assess ongoing training needs by observing system usage and operational challenges and tailoring training accordingly
• Create and maintain training materials, job aids, SOPs, and end-user documentation
• Support change management efforts by helping teams adopt new systems, enhancements, or processes through clear communication, training, and follow-up support
• Evaluate training effectiveness and adoption trends to inform future training strategies and system enhancements

Operational Partnership

• Act as a performance improvement resource for onsite teams by identifying gaps, recommending solutions, and reinforcing best practices
• Partner cross-functionally with Operations, Accounting, Technology, and Training to support consistent and effective system usage
• Support the design and refinement of processes to reduce friction and improve efficiency across the employee and resident experience
• Provide insights and recommendations to stakeholders related to system usage trends, adoption challenges, and operational impacts
• Share observations and insights with leadership to support decision-making related to systems, process improvements, and portfolio performance

Transitions, Implementations & Growth

• Support acquisitions, dispositions, and management transitions, including system setup, data validation, testing, and user readiness
• Assist with the evaluation, due diligence, testing, and rollout of new tools or third-party products that enhance the multifamily operating platform
• Coordinate with vendors and third parties to support training, integrations, and specialized system needs
• Support scalable implementation practices that promote consistent adoption across multiple communities and regions

Continuous Improvement & Reporting

• Monitor system adoption, data integrity, and operational effectiveness; identify trends and recommend improvements
• Lead system demonstrations and walkthroughs for internal stakeholders as needed
• Identify opportunities to improve efficiency, productivity, and user experience and help implement solutions
• Support data quality and reporting accuracy by reinforcing proper system usage and partnering with stakeholders to address recurring data or reporting issues
• Contribute to periodic summaries or read-outs that highlight adoption, risks, improvements, and opportunities across the portfolio

• High School Diploma or GED from an accredited institution required
• 8+ years of experience in multifamily operations or related roles
• 2+ years in a systems, training, or specialist role supporting property or rent management platforms
• Hands-on experience with property management systems; Entrata strongly preferred
• Strong understanding of onsite leasing, accounting, and operational workflows
• Proven ability to partner across functions and influence without direct authority
• Excellent written, verbal, and facilitation skills
• Strong problem-solving skills and a continuous improvement mindset
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)
• Hybrid Role, 3 days in-office
• Ability to lift 5-15 pounds
• Some travel may be required, though limited
• Working indoors 80% of time
• Working outdoors 20% of time as needed for site visits and potential conferences

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects - all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients’ needs. While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines’ success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive. Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023. We are an equal opportunity employer and support workforce diversity. No calls or emails from third parties at this time please. You must create an Indeed account before continuing to the company website to apply