Senior Associate, Operational Strategy & Services

Reporting to the Senior Manager, Operational Strategy & Services, the Senior Associate will be responsible as the Communication Lead for the collection, management, organization, and distribution of communication assets throughout The RMR Group Residential property portfolio.

This entails creating the right messaging that is both motivational and operational for over 35+ multifamily communities across the nation to standardize their operational procedures, tools and programs that deliver better ways of working and ultimately elevate the resident experience. As a member of the Risk & Strategy team, this role will partner with key stakeholders to address barriers to adoption, root cause challenges and solutions that will drive continuous improvement and operational excellence resulting in better efficiency.

A successful candidate will be able to demonstrate their ability to implement change throughout a large organization by developing communication cadences, standards and auditing practices that validate the long-term success of program rollout.

Support the enhancement and execution of intranet system to drive a core repository of operational procedures throughout the organization.
• Develop communication campaign strategies for Change Management initiatives that focus on continuous improvement in service delivery, resident satisfaction, and overall community operations.
• Manage annual facilities change management calendar to help strategically balance the implementation of new programs and procedures.
• Develop communication assets that promote new initiatives at all levels of the business; including the ability to tailor messaging from C-suite to front-line team members.
• Create and support best in class "field-ready" solutions and toolkits that supporting key business enablers.
• Own the process of continuous feedback and improvement to ensure the integration of Property Operations and functional team partnerships.
• Partner with functional owners on the effective deployment, launch, adoption and ongoing integration of the way we work through creation of project plans, communication strategies, launch materials, change plans, all with the end user in mind.
• Collaborate with cross-functional teams to ensure seamless implementation of initiatives, providing guidance and support throughout the project lifecycle.

• Cultivate strong relationships with internal and external stakeholders, ensuring alignment of operational strategies with organizational goals.
• Monitor key performance indicators (KPIs) across business units.
• Analyze operational and engagement data to identify trends, performance gaps, and opportunities for improvement.
• Translate complex data into actionable insights and recommendations for senior leadership.
• Establish data governance practices to ensure accuracy, consistency, and integrity of reporting.
• Collaborate with analytics and IT teams to automate reporting processes and improve data accessibility.

• 4-5 years of experience in a communications role for a large company; ideally multifamily, multi-unit service, retail, or hospitality industry.
• Strong executive presence and presentation skills- PPT and creating change materials- is key.
• Strong partnership skills, with the ability to address communications needs as the end-user; someone who ensures the communication they are putting out would make sense to their audience and can anticipate questions.
• Ability to communicate a consistent message across a variety of different audiences while being able to understand a structural complex internal company structure.
• Ability to balance the need for a long-term strategic vision with the requirements to implement change according to an implementation calendar.
• Strong ownership for the "big picture" and ability to lead up their perspective based on data and what is the best experience for the audience.
• Experience with data visualization tools (e.g., Power BI, Tableau) and proficiency in Excel or similar platforms.
• Strong analytical mindset with the ability to interpret data and present findings in a clear, compelling manner.