Associate, Operations Specialist

About the role

The Operations Specialist serves as a highly mobile, field-based operator responsible for stabilizing, advancing, and optimizing property performance across the national portfolio. This role is deployed into communities to address operational gaps, lead through periods of transition, and execute on critical business priorities that directly impact occupancy, financial performance, resident experience, and team effectiveness.

Responsibilities

• Assume full operational leadership of a community when assigned, including decision-making authority across leasing, financial performance, team leadership, and resident experience.
• Rapidly assess property performance across operations, leasing, financials, resident satisfaction, and compliance to identify risks, inefficiencies, and opportunities.
• Develop and execute action plans to stabilize operations, improve execution, and drive performance against key metrics such as occupancy, collections, retention, and NOI.
• Ensure consistent execution of company standards, policies, and operational processes, reinforcing accountability at the site level.
• Serve as the escalation point for complex operational, resident, or team-related issues requiring advanced problem-solving and sound judgment.
• Provide direct, hands-on leadership to on-site teams in the absence of a permanent Community Manager, setting expectations for performance, accountability, and service delivery.
• Coach, develop, and influence team members to improve execution, productivity, and alignment with company standards.
• Lead hiring, onboarding, and training efforts in partnership with Talent Acquisition and People Operations when staffing gaps exist.
• Facilitate team meetings, performance conversations, and real-time coaching to improve individual and team outcomes.
• Address employee performance concerns, providing feedback and support while ensuring alignment with company expectations and policies.
• Drive leasing performance through hands-on execution and strategic oversight of traffic generation, conversion, and renewal efforts.
• Evaluate leasing funnel performance, pricing strategy execution, and competitive positioning to identify opportunities to improve occupancy and revenue.
• Implement leasing and marketing strategies aligned with market conditions and business goals, adjusting approach based on real-time performance data.
• Partner cross-functionally with Marketing and Revenue Management to optimize lead generation, campaign execution, and pricing effectiveness.
• Support ownership and execution of property-level financial performance, including revenue, collections, expenses, and variance management.
• Monitor delinquency and collections processes, ensuring timely execution of notices, outreach to residents and guarantors, and escalation to legal action when necessary.
• Review and support financial reporting, approvals, and documentation to ensure accuracy, timeliness, and compliance with company standards.
• Identify opportunities to improve financial performance through operational efficiencies, revenue enhancement, and expense control.
• Establish and reinforce expectations for a high-quality, hospitality-driven resident experience.
• Serve as the primary escalation point for complex resident concerns, ensuring timely, appropriate resolution and service recovery.
• Ensure consistent delivery of service standards that enhance resident satisfaction, retention, and overall community reputation.
• Ensure compliance with all company policies, procedures, and applicable legal requirements, mitigating operational and financial risk.
• Maintain accurate documentation, reporting, and execution of operational processes including incident reporting, inspections, and audits.
• Identify operational risks proactively and implement solutions to prevent disruption to residents or business performance.
• Lead or contribute to special projects and company initiatives that improve processes, performance, or scalability across the portfolio.
• Deliver structured and informal training on systems, processes, policies, and operational standards.
• Reinforce company culture and values by modeling expectations and driving consistency across teams and markets.
• Share insights and best practices gathered from the field to support continuous improvement at the portfolio level.
• Perform all physical requirements of the role, including lifting up to 50 pounds and supporting operational tasks on-site.
• Perform all other duties and responsibilities as assigned.
• May be required to travel extensively and adapt to changing business needs and assignments.

Requirements

• 3+ years of property management or related operational experience with demonstrated progression in responsibility.
• Prior experience operating at or near the Community Manager level with exposure to full property operations.
• Proven ability to lead teams, influence performance, and drive operational outcomes.
• Demonstrated ability to independently manage competing priorities and make decisions in fast-paced, ambiguous environments.
• Strong financial acumen, including understanding of property-level performance metrics and reporting.
• Experience entering new environments, building credibility quickly, and driving results through influence and execution.
• Proficiency in Microsoft Office, and property management systems.

Qualifications

• Experience in student housing, multifamily, or build-to-rent environments.
• Experience supporting lease-ups, new developments, or operational turnarounds.
• Proficiency in Entrata, Yardi, or similar platforms.
• A track record of improving occupancy, collections, team performance, or resident satisfaction in underperforming environments.

Skills

• Leadership and team management.
• Financial analysis and reporting.
• Operational process improvement.
• Resident engagement and satisfaction.
• Compliance and risk management.

Benefits

That matter. A culture that provides you with a sense of belonging. Competitive pay that values your contributions. Incentives designed to reward your achievements. Paid flexible PTO to disconnect or celebrate life milestones. Paid 14+ holidays, including your birthday, to disconnect and celebrate. Paid Parental Leave that begins after 90 days. Paid volunteer time off to give back to your community. Monthly workshop weeks; fewer meetings & more collaboration. Robust health plan options that begin within at least 30 days of your employment. Monthly phone reimbursement. Wellness allowance and perks, including a yearly subscription to a meditation app. Employee Assistance Program (EAP) for access to confidential support services. Company retirement options including 401(k) + matching & Roth account option.

Pay

USD $90,000.00 - USD $90,000.00 /Yr.

Schedule

Full schedule including extended hours, evenings, weekends, and travel as required by business needs.