Systems & Operations Manager - Multifamily

Hines•Houston, TX

2d•Hybrid

About The Position

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines. 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:

Requirements

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)
Ability to lift 5-15 pounds

Responsibilities

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
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
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
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
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