Job Description
Job Description
SOLIDAGO RESIDENTIAL SERVICES
POSITION DESCRIPTION
POSITION : Director of Operations
REPORTS TO : VP, Support Services
COMPENSATION : Salary plus benefits and Bonus eligibility
LOCATION : Remote
SUMMARY :
The Director of Operations serves as a strategic leader responsible for operational systems stability, field support during transitions, pilot execution, and vendor management. Reporting to the VP of Support Services, this role provides direct leadership to the Systems Administration team and serves as the operational owner of RealPage and related platforms. The position acts as the connective tissue between transitions, central ops functions, and day-to-day field performance, ensuring platforms and processes support a scalable, consistent resident and employee experience. 25% travel for this position is required, or as requested by VP of Support Services.
RESPONSIBILITIES (Including but not limited to)
Platform Ownership & Deployment
- Serve as the internal owner for current and future technology platforms (e.g., RealPage, Bob.ai, Elise AI).
- Lead successful rollouts of new technology systems, coordinating with vendors and internal stakeholders to ensure readiness, compliance, and adoption.
- Translate business goals into platform configurations and workflows, support end-user alignment through training and documentation.
- Works closely with the Director of Learning and Development to create and distribute training materials and courses that ensure trainers and end-users are provided with adequate tools and knowledge for success.
- Monitor usage, performance, and feedback loops to ensure continuous improvement of systems deployed across the portfolio.
- Collaborate with the VP, Support Services to explore potential technology partners to enhance Solidago’s technology stack.
Systems Administration Oversight
Directly manages Solidago’s Systems Admin team, responsible for platform configuration, user provisioning, role / rights management, and ticket resolution across RealPage and other platforms.Oversees quality control, system testing, and configuration validations in collaboration with Accounting, Compliance, and IT.Serves as escalation point for complex system issues, guiding the team through triage, resolution paths, and vendor communication.Works with IT to enhance ticketing system by mapping workflows and customization of tickets that connects the Operations team with LDG Shared Departments.Pilot Execution & Scalability
In collaboration with the VP of Support Services, design and execute pilot initiatives for new operational models and technologies.Work with all stakeholders within the pilot to eliminate friction points and pursue viable proof of concept.Define KPIs for pilot success and drive post-pilot scale-up strategies.Collaborate with cross-functional leaders to adapt platform use cases for different markets and property types.Transition Oversight
Serve as the operational lead for all sites, staff, and system transitions.Coordinate onboarding processes, technology access, document configuration, and operational readiness for new sites and teams.Assist with maintenance of transition task matrices and participate in weekly syncs with Accounting, Compliance, Facilities, and Asset Management to ensure aligned go-live milestones.Identify and close procedural gaps during ramp-up, stabilization, or management changes.System Optimization & SOP Governance
Maintain Standard Operating Procedures (SOPs) related to platforms, leasing, management and operations.Partner with the VP of Supportive Services and other department heads to ensure SOPs evolve with system enhancements and organizational changes.Annually, review all SOPs to ensure they align and maintain compliance with real business practices at Solidago and LDG.Collaborate with the Director of Centralization and Director of Compliance to ensure SOP alignment across departments and central teams.Leadership & Development
Serve as the day-to-day leader for a cross-functional team, with direct responsibility for hiring, onboarding, coaching, performance management, and succession planning. Act as the primary driver of team accountability, morale, and culture within the assigned portfolio or operational unit.Under the direction of the Vice President of Support Services, oversee performance reviews, corrective actions, and quarterly development goals. Ensure goals are documented, measurable, and aligned with company KPIs and EOS Rocks. Support the execution of Individual Development Plans (IDPs) where appropriate.Act as liaison between the operational team and senior leadership. Consolidate team feedback, identify trends or risk areas, and ensure alignment with policy and procedural updates. Partner with the VP of Support Services on monthly and seasonal performance messaging.Foster a positive, inclusive team environment aligned with Solidago’s Standards and excellence in execution. Recognize performance proactively and ensure team members feel valued and connected to broader company goals.Build and maintain strong relationships with core support teams including Centralization, BI & Systems, Human Resources, Accounting, Compliance, and other LDG / Solidago entities to ensure cohesive execution across functions.Translate strategic initiatives into team-level action. Ensure consistent SOP usage, documentation of decisions, and adoption of new workflows during transitions, pilot launches, or performance pivots.QUALIFICATIONS :
7+ years of experience in the multifamily industry with an emphasis on portfolio operations over 7,500 units of Affordable Housing assetsLeadership Skills - internally motivated leader with a proven ability to see the vision and drive frequent and continuous organizational change to provideexceptional results
Communication Skills - has excellent verbal and written communication skillsResults-Oriented - has a track record of delivering quantifiable results to the organizationOperations Management Skills – a proven ability to identify, collect and analyze operations performance data, market research data, and other related data toimprove performance
Proven success in financial management, team development, and performance management.Project Management Skills - proven ability to formulate and execute tacticalorganizational and operational plans to improve performance and support Company goals.
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary internal and external customer service.Ability to work independently and to carry out assignments to completion withinparameters of instructions given prescribed routines, and standard accepted practices.
Independent sound decision-making and problem-solving skillsThorough knowledge of HUD, LITCH, TDHCA, TAA, low-income housing tax credit, tax exempt bond and other affordable housing programsBachelor’s degree required; Master’s degree preferred.Ability to travel routinely to fulfill job responsibilitiesAbility to embody the Solidago Standards every day and must represent the company in a professional manner at all times.BENEFITS :
Medical, Dental, and Vision InsuranceHealth Savings Account (HSA) and Flexible Spending Account (FSA)Paid Time Off (PTO)Paid HolidaysDental401k Retirement PlanEmployee Assistance Program (EAP)Competitive bonus structureAncillary Benefits : Pet Insurance, Gym Membership Reimbursement, Parental Leave etc.WORK ENVIRONMENT :
The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbents primarily work in an office environment but may also have frequent exposure to outside of apartment buildings and in all areas of the property including amenities and have frequent exposure to outside elements where temperature, weather, odors, and / or landscape may be unpleasant and / or hazardous. While performing the duties of this job, the Team Member regularly uses their hands for tasks such as typing, handling, and feeling.
The role frequently involves standing, walking, reaching with hands and arms, and occasionally stooping or squatting. Incumbents must be able to physically access all exterior and interior parts of the property and amenities and must be able to work inside and outside in all weather conditions
including, but not limited to rain, snow, heat, hail, wind, and sleet. The Team Member must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
PHYSICAL DEMANDS :
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
DISCLAIMER :
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their Team Leader.
Additional responsibilities / tasks within the position's purpose may be assigned. LDG Development LLC & its affiliates reserve the right to change job descriptions at any time, with or without prior notice, based on business conditions / needs.
