Clean Before You Redecorate: A COO’s Process-Driven Path in Multifamily Management

In this episode, Kerri Davis, CEO and Founder of Fortress, sits down with Steve Boyack, Chief Operating Officer of JVM Realty, for a thoughtful conversation about strategic transformation, team empowerment, and building a resident-first mindset in multifamily. Listen in to hear Steve:

• Share how a summer job in high school led to a wide-ranging career across nearly every role in property management—from maintenance tech to COO
• Reveal why he believes “clean before you redecorate” is the secret to successful innovation, and how process mapping unlocks lasting operational change
• Explain how rethinking maintenance roles, focusing on specialization over centralization, and seeing the resident as the true client are reshaping JVM’s future-facing strategies