Director of Operations

Description

Job Details:

Position: Director, Operations

Reports to: Senior Director, Investor Relations

Job Type: Hybrid

Location: 37 Graham Street, STE 120, San Francisco, California

Compensation: $150,000 - $200,000.00

About Us

Since 2001, Hamilton Zanze has been a leader in multifamily real estate investments, with a steadfast commitment to our investors and the communities we serve. Our mission is to invest with the highest standards to create a more enduring real estate community. We combine decades of investing expertise with dedicated client service to deliver impactful results that stand the test of time.

At Hamilton Zanze, we believe in creating generational wealth by being adaptable and forward-thinking. Our portfolio includes over 21,000 units across 16 states, and we continue to grow through strategic acquisitions and innovative investment solutions. We are proud to offer tax-efficient investment opportunities, including 1031 exchanges, that provide our investors with portfolio diversification, liquidity, and reliable income streams.

Join us and be part of a team that values excellence, integrity, and a commitment to making a positive impact in the real estate industry.

Position Summary 

The Director of Operations (Investor Relations) oversees all investor operations, client services, and team performance within the Investor Relations department. Reporting directly to the Senior Director, Investor Relations, this position works in close partnership, cross-departmentally, to ensure operational excellence, accurate reporting, and seamless execution of distributions and capital activity.

This role requires a forward-thinking leader who excels at building and scaling high-performing teams. This role manages 3-4 professionals. The ideal candidate will possess a strong blend of relationship management skills and a process-driven mindset, building efficient workflows and leveraging modern technology to scale operations.

Key Responsibilities:

Leadership, Team Building, & Remote Management 

• Team-Building: Lead, mentor, and develop a high-performing team of 3 to 4 onshore investor relations professionals, fostering a culture of accountability, continuous improvement, and client-first service.
• Global Resource Management: Oversee and integrate offshore analysts into the departmental workflow, ensuring clear communication, seamless task handoffs, and consistent quality standards across time zones.
• Workload Optimization: Set team priorities, manage onshore/offshore workload distribution, and oversee day-to-day performance to ensure deadlines and quality standards are consistently met.
• Quality Control: Serve as the final approver on all client services’ team output, including investor transactions, correspondence, reporting, and operational deliverables before they are submitted or distributed.
• Process Standardization: Establish and enforce best practices, standard operating procedures (SOPs), and quality control measures across all investor operations functions.

Investor Operations Oversight

• Oversee end-to-end investor onboarding, ensuring all subscription agreements, compliance checks, and IRA custodian coordination are completed accurately and efficiently.
• Maintain final review authority over all investor records in Juniper Square and other internal systems, ensuring data integrity, accuracy, and completeness.
• Direct and review quarterly distribution processes, including ACH and wire file preparation, withholding reconciliation, and investor statement generation.
• Review and approve all transfer, resale, and redemption requests, ensuring compliance with operating agreements and gating rules.
• Act as the primary escalation point for complex, sensitive, or high-priority investor inquiries, driving resolution in collaboration with cross-functional teams.

Cross-Departmental Relationship Management

• Serve as a core relational bridge between Investor Relations and key internal departments, ensuring unified messaging and smooth information flow.
• Lead recurring workflow meetings with Finance and Accounting to review operational processes, identify gaps, and develop or refine SOPs that improve efficiency and reduce risk.
• Partner with Accounting to ensure investor records are consistent across all systems and reporting outputs.
• Serve as the primary escalation point for complex, sensitive, or high-priority investor inquiries, driving resolution in close collaboration with Legal, Asset Management, and Acquisitions.

AI Optimization & Workflow

• Tech Stack Innovation: Proactively identify, test, and implement AI tools and automated workflows to eliminate repetitive tasks, reduce manual errors, and accelerate response times.
• Smarter Scaling: Teach and champion "work smarter, not harder" methodologies within the team, leveraging technology to handle increasing portfolio volume while maintaining effective resource management. 
• Data & Reporting Efficiency: Utilize AI and advanced software features to streamline data synthesis, standard reporting layouts, and bulk investor communications.

Other Duties:

• All other duties as assigned by your supervisor.

Compensation & Benefits:

Hamilton Zanze offers a comprehensive and competitive benefits package designed to support the well-being of our team members. These include: 

• 401(k) plan with company matching 
• Medical, dental, and vision insurance 
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) 
• Employer-paid Life and AD&D insurance 
• Employee Assistance Program (EAP)
• Additional perks and wellness benefits 
• Compensation: The expected salary range is dependent on experience, qualifications, and market factors.

Equal Opportunity Statement:

Hamilton Zanze is an equal opportunity employer. We are committed to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. Discrimination or harassment of any kind will not be tolerated.

Requirements

Required:

• Minimum 6 years of experience in investor relations, client services, fund administration, or related field. 
• Minimum 3-5 years in a supervisory or leadership capacity with a track record of building and managing high-performing teams.
• Demonstrated experience serving in a final review or approval role for investor transactions, compliance processes, or operational deliverables.
• Proven experience with fund administration, investor reporting systems, and investor CRM portals.
• Excellent cross-functional collaboration skills, with demonstrated ability to partner effectively with various departments such as Legal, Finance, Accounting, and Asset Management.
• Proven ability to manage multiple priorities simultaneously and meet deadlines with a high degree of accuracy.
• Exceptional written and verbal communication skills with a professional presence and polished delivery.
• Strong analytical, problem-solving, and client relationship management capabilities.
• Intermediate to advanced proficiency in Excel.

Preferred

• Platform Expertise: Direct, hands-on experience utilizing Juniper Square for investor onboarding, data management, and quarterly distributions.
• Tool Stack: Familiarity with modern project management software (such as Monday.com or Asana) to track team workflows and build scalable processes.
• Specialized Knowledge: Familiarity with Self-Directed IRAs, AML/KYC compliance checks, or partnership distribution waterfalls.

Education and/or Training

• Bachelor’s degree in a related field such as business, economics, real estate, finance, and/or relevant experience.

How to Apply

Please apply through the job posting link provided or email your resume and cover letter to [email protected] with “Director of Operations” in the subject line. Applications submitted without both documents will not be considered.