Director of Operations

Position Type:
Full time
State:
Virginia
City:
Arlington
Zip Code:
22203

The Role

We're looking for a Director of Operations to play a critical role in shaping and executing our company's operations strategy. Located at our Corporate headquarters, this leader will partner closely with executives across Operations, Digital, Property and Customer Service Operations to design and deliver a new operating model that improves customer and associate experiences, increases efficiency, and drives profitable growth.

This is a highly visible, cross-functional role for someone who thrives in ambiguity, brings structure to complex problems, and is energized by turning strategy into execution. You'll lead teams that design and implement solutions, leverage data to unlock insights, and help build scalable, future-ready operations.

If you're passionate about customer experience, care deeply about associate engagement, and enjoy leading large-scale change in fast-paced environments, this role is for you.

What You'll Do

• Drive operational strategy: Analyze and synthesize customer, financial, and operational data to identify opportunity areas and inform strategic decision-making
• Design the future state: Lead cross-functional teams to develop future-state customer and associate experiences, including process redesign and organizational structure solutions
• Lead execution: Partner with frontline operations and internal stakeholders to develop and deliver practical, scalable implementation plans
• Measure what matters: Define, establish, and track success metrics to ensure initiatives deliver real, measurable impact
• Enable through technology: Identify, evaluate, and help implement technology solutions (including AI-related solutions) that improve efficiency, experience, and operational performance
• Build and lead teams: Hire, develop, motivate, and lead high-performing teams, fostering a culture of accountability, innovation, and continuous improvement

What You Bring

Education

• Bachelor's degree required; MBA preferred

Experience

• 5-7+ years of experience in business analysis, project management, and process improvement
• 5+ years leading operations process improvement or redesign initiatives (Lean, Six Sigma, or similar), ideally in service-oriented industries
• 5+ years managing complex, cross-functional projects.
• 4+ years of people leadership experience
• 3+ years assessing technology and process requirements
• Experience in residential property management is a strong plus

Skills & Capabilities

• Proven operations leader with the ability to influence and motivate across levels and functions
• Demonstrated success leading large-scale organizational change.
• Strong analytical, organizational, and communication skills
• Track record of delivering initiatives that generate meaningful business returns
• Experience designing future-state customer and associate journeys
• Familiarity with change management methodologies
• Strong facilitation and collaboration skills
• Self-starter who performs well with limited direction and high expectations

How AvalonBay Supports You

We know that our teams are the beating heart of our success and we're committed to showing our appreciation.

We offer:

Comprehensive benefits - health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more. Click on Benefits (https://jobs.avalonbay.com/benefits) for information.

Growth based on achievement and promotion from within.

Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization - including destination awards, 'AvalonBay's Very Best' recognition program and others!).

A 20% discount on our incredible apartment homes.

A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.

Additional Info