Director- Process Improvement

Make an Impact

The Director, Process Enablement & Innovation is a strategic leader within the Technology & Innovation group, responsible for driving operational excellence across the organization. This role owns the end-to-end lifecycle of business processes - from discovery and design through documentation, rollout, and continuous improvement.

This individual will serve as the connective tissue between technology initiatives and the people who use them every day, ensuring that new systems, tools, and workflows are supported by clear, current Standard Operating Procedures (SOPs) and are adopted successfully through structured change management. The ideal candidate combines strong process design skills with the ability to influence stakeholders, manage complexity, and translate operational needs into scalable, sustainable solutions.

Key Responsibilities

Process Improvement

• Lead enterprise-wide efforts to identify, analyze, and redesign business processes across property operations, corporate functions, and technology-enabled workflows.
• Identify opportunities for process standardization, consolidation, and automation to drive efficiency and reduce redundancy.
• Partner with operations, accounting, marketing, and technology teams to map current-state processes, identify inefficiencies, and design future-state workflows that improve performance consistency, speed, and quality.
• Apply process improvement methodologies (e.g., Lean, Six Sigma, business process re-engineering) to reduce manual effort, eliminate redundancy, and improve the resident and employee experience.
• Establish and track KPIs/metrics to measure process performance and the impact of improvement initiatives.
• Build a continuous improvement culture, including mechanisms for field teams to surface process pain points and improvement ideas.

Standard Operating Procedures (SOPs) - The Bridge Way

• Own the governance model for SOP creation, review, approval, and version control across the organization.
• Ensure SOPs remain accurate, accessible, and aligned with current systems, policies, and regulatory requirements.
• Partner with subject matter experts (SMEs) across departments to document new and existing processes in a clear, consistent, and user-friendly format.
• Establish regular cadence for SOP audits and updates, particularly following system changes, technology rollouts, or policy updates.
• Maintain a centralized SOP repository/knowledge base and drive adoption of it as the single source of truth.

Change Management

• Develop and execute change management strategies for business initiatives that include technology implementations, process redesigns, and organizational initiatives sponsored by the Operations and Technology & Innovation groups.
• Assess change impacts, identify affected stakeholders, and build tailored communication, training, and adoption plans.
• Partner with Talent Management to design and deliver enablement materials (job aids, training sessions, FAQs) that support successful rollouts.
• Define and track adoption metrics, gather stakeholder feedback, and adjust change plans to address resistance or gaps in understanding.
• Act as a trusted advisor to project sponsors and site-level leadership, helping teams navigate the human side of change.

Cross-Functional Leadership

• Serve as a key liaison between Technology & Innovation and operational business units (property operations, accounting, revenue & demand, HR) to ensure technology solutions are grounded in real-world workflows.
• Partner with teams on technology rollouts (e.g., property management systems, resident portals, maintenance platforms) to ensure process and training readiness ahead of go-live.
• Present process performance, SOP compliance, and change management progress to senior leadership on a regular basis.
• Build, mentor, and potentially lead a team of business analysts.

What you should bring

Required

• Bachelor's degree in Business Administration, Operations Management, Organizational Development, or related field (or equivalent experience).
• 8+ years of progressive experience in business process improvement, operations, and/or change management, including at least 3 years in a leadership role.
• Demonstrated experience designing and implementing SOPs and process documentation at scale.
• Proven track record leading change management for technology or operational transformations.
• Strong facilitation, communication, and stakeholder management skills, with the ability to influence without direct authority.
• Experience working cross-functionally with both corporate and field/operational teams.

Preferred

• Experience in multifamily property management, real estate operations, or a related field-based, high-transaction-volume industry.
• Experience with project management/task management platforms (Asana, Monday.com, MS Project)
• Project/Continuous improvement certification (Lean Six Sigma Green/Black Belt, PMP, or similar).
• Familiarity with property management systems and related technology ecosystems.
• Experience building or managing a knowledge management/SOP repository platform.

Core Competencies

• Strategic and analytical thinker with a bias toward practical, scalable solutions
• Strong project management discipline; comfortable managing multiple concurrent initiatives
• Excellent written and verbal communication; able to translate complex processes into simple, actionable documentation
• Empathetic, people-centered approach to driving organizational change
• Comfortable operating in ambiguity and building structure where none exists
• Data-driven mindset with the ability to define and track meaningful success metrics

What Success Looks Like

• SOPs across the organization are current, consistent, and easy to find and use.
• Business processes are measurably faster, more consistent, and less error-prone.
• Technology rollouts are met with high adoption rates and minimal disruption to field operations.
• Field and corporate teams view the Technology & Innovation group as a trusted partner in operational excellence.

What you can be part of

Join Bridge's Technology & Innovation team and help shape how the organization works at scale. You'll have the opportunity to build and improve enterprise-wide processes, establish a best-in-class SOP framework, lead meaningful technology and operational change, and partner with teams across the organization to create simpler, smarter ways of working. This is a highly visible role with the opportunity to influence strategy, drive measurable impact, and build a culture of continuous improvement.

Benefits Overview

Bridge Investment Group offers a comprehensive and competitive benefits package designed to support the health, financial security, and well‑being of our employees. Benefits eligibility and availability vary based on position, employment status (full‑time or part‑time), and length of service, and are subject to change in accordance with plan terms. This summary highlights key benefits and does not constitute a guarantee of coverage. Specific benefits and eligibility requirements will be provided at the time of offer.

Benefits may include:

Health & Insurance Benefits

• Comprehensive insurance options, including Medical, Dental, and Vision

• Optional coverage such as Critical Illness, Accident, Legal & Identity Theft, and Pet Insurance

• Company‑paid Life Insurance, with the option to purchase additional coverage

• Company‑paid Long‑Term Disability coverage

• Access to a benefits concierge service for personalized support

• Access to mental health and well‑being resources

Retirement

• 401(k) Plan with dollar‑for‑dollar company match up to 6% of pay

• Contributions are fully vested immediately

• Eligible employees are automatically enrolled at a 4% contribution rate

• Eligibility requires a minimum age of 21 and at least 60 days of service

Time Away From Work

• Paid Time Off (PTO)

• 11 paid holidays annually

Parental Leave

• Following six (6) months of employment, eligible employees may receive:

• Four (4) weeks of paid parental leave as a primary caregiver, or

• Two (2) weeks of paid parental leave as a secondary caregiver

• Following two (2) years of employment, eligible primary caregivers may receive up to twelve (12) weeks of paid parental leave per birth, adoption, or placement

Learning & Development

• Tuition Reimbursement of up to $5,000 per year for pre‑approved education expenses
• Repayment obligations may apply if employment ends prior to 24 months

We at Bridge acknowledge and appreciate the uniqueness of each individual, understanding that our people are the key to our success. We are committed to fostering an inclusive environment where everyone feels respected and valued. Our dedication extends beyond our business goals to making a positive impact in our communities and upholding Sustainability and Responsibility (S&R) principles at our properties and corporate locations. We evaluate all candidates based on merit, without any discrimination based on race, color, religion, sex, age, disability, sexual orientation, national origin, or any other category protected by law. As an equal opportunity employer, we are devoted to creating an inclusive hiring process. We actively work to eliminate barriers and provide reasonable accommodations to qualified individuals with disabilities. Our goal is to provide fair opportunities and access throughout the recruitment, hiring, and employment experience.

Your specific needs are important to us. If you need accommodations related to a disability or any other protected status during the recruitment process, please email talentsupport@bridgeig.com.

Want to talk with someone about Bridge Culture?

At Bridge, we understand that joining a new workplace is a significant decision. To help you gain deeper insights into our culture, we offer "Culture Conversations." This initiative reflects our commitment to transparency, diversity, and inclusivity.

Culture Conversations are voluntary, one-on-one sessions designed for applicants to connect directly with our diverse staff members. It's your chance to explore the Bridge work environment, ask questions, and get a genuine feel for what it's like to be part of our team.

How it Works:

Culture Conversations are entirely voluntary. Feel free to opt in based on your comfort and curiosity. Choose Your Conversation Partner: We believe in the power of choice. Browse through our diverse group of staff members and select someone you'd like to have a conversation with. This ensures that you connect with someone whose experiences and insights align with your interests. No Impact on the Hiring Process: Your decision to participate or not in Culture Conversations has no bearing on the hiring process. We value your time and references.

Why Participate:

You get to have a firsthand understanding of our workplace culture. Informed decisions lead to fulfilling careers. Culture Conversations empower you with the information needed to make the right choice for your professional journey.

• Personalized Connection: Connect with an employee who resonates with your professional interests.
• Inclusivity: Embrace diversity by choosing a conversation partner from various backgrounds and roles.