Director of Business Systems, Services, & Training

Director of Business Systems, Services & Training

Position Summary

The Director of Business Systems, Services & Training is a player-coach leader responsible for building, managing, and continuously improving the systems, processes, and operational infrastructure that enable Friedman Communities property management platform to scale. This role balances short-term execution and problem-solving with long-term strategy development and organizational enablement.

Essential Duties and Responsibilities

• Define and continuously evolve the Business Systems & Services strategy to support current operations and enable scale.
• Own and maintain enterprise frameworks including the Business Systems Framework, and Tech Implementation Framework.
• Translate executive direction into actionable roadmaps and priorities for the team.
• Serve as the organizational lead for process definition and cross-functional documentation.
• Oversee roadmap planning and technology implementations, ensuring they align with Friedman Communities operating model.
• Lead structured change management initiatives, engaging stakeholders, anticipating resistance, and reinforcing adoption.
• Develop and manage team KPIs and reporting cadences, including system adoption, training outcomes, support trends, and project milestones.
• Ensure clear data governance practices across core systems.
• Supervise and coach system admins (internal and external), project managers, transition support staff and training team.
• Implement a Process Committee and serve as a cross-functional partner.
• Develop, deliver, and maintain training content for new hires, system rollouts, and ongoing upskilling initiatives.
• Support trainers by providing updated materials, resources, and coordination to ensure consistent, high-quality delivery of training programs.

Work Environment

Work Setting: Work is performed primarily in an office environment and at on-site property locations.

Schedule Expectations: The role may require weekend hours, and occasional after-hours availability based on business needs.

Primary Office Location: This position is expected to be based in person at the Friedman Communities corporate office.

Outcomes

Success in this position looks like building a scalable, well-documented, and highly adopted operating infrastructure that enables Friedman Communities to grow efficiently while maintaining consistency across the portfolio. The Director of Business Systems, Services & Training successfully translates executive priorities into actionable systems, processes, and roadmaps, ensuring technology implementations, training programs, and operational initiatives are executed on time and deliver measurable results. Success is reflected in strong system adoption, effective change management, reliable data governance, and clearly defined processes that improve operational efficiency and accountability. The individual develops a high-performing team that serves as a trusted partner to operations, supports seamless transitions and technology rollouts, and provides training that equips employees to perform confidently and consistently. Ultimately, this leader creates an environment where people, processes, and technology work together to support operational excellence, enhance the employee experience, and enable long-term organizational growth.

Qualifications

• 7+ years of experience in property operations, systems, or cross-functional operations support.
• 2+ years of experience in a supervisory or player-coach leadership role.
• Proficiency in system governance, reporting, and change management.
• Familiarity with enterprise property management software (e.g., Yardi).
• Bachelor's degree or related certifications.

Supervisory Responsibilities

This position directly supervises the Transitions Director & Specialist, Training Manager, Yardi Specialist, Delinquency Specialist, Operations Support Specialist, and other assigned staff. Responsibilities include hiring, training, coaching, scheduling, managing performance, and ensuring compliance with company policies and procedures.

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
• Ability to lift to 25 pounds occasionally.
• This position is primarily office-based and requires prolonged sitting at a desk with regular use of a computer, keyboard, and phone.
• Frequent overnight travel by land and/or air.
• This job involves touring properties which requires frequent walking outdoors and may require occasional climbing of stairs.