Operations Manager

About Us

At Birge & Held, we are committed to bringing excitement and energy to the business of multifamily housing. We expect every employee within our organization to be a leader working in a collaborative environment towards a shared vision. Our core values—Passion for People, Leadership at Every Level, and Always Learning & Innovating—drive our purpose: “Investing in Communities to Transform Lives.”

About the Role

The Operations Manager is responsible for overseeing the day-to-day operations of multiple multifamily apartment communities, ensuring they operate efficiently, maintain excellent curb appeal, and provide an exceptional experience for residents and prospects. This role includes managing the on-site Customer Experience Team, optimizing resident satisfaction, working alongside Birge & Held’s offsite centralized team members, and ensuring the property’s value is maximized through operational excellence and attention to detail. Success in this role will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level. This role reports to the Regional Property Manager.

Responsibilities

• Property and Asset Management
  • Work cross-functionally across all teams to ensure eviction processes are performed according to company policy.
  • Oversee all aspects of the apartment communities to maintain financial goals and metrics, ensure the properties are well-maintained, and meet company standards.
  • Regularly inspect your designated assets’ physical condition, ensuring great curb appeal, clean common areas, and a safe environment.
  • Coordinate and supervise repairs and upgrades to maintain property enhancements and product availability.
  • Monitor and manage budgets ensuring cost-effectiveness without compromising quality.
  • Submit Property Owners Protection Insurance Company (POPIC) claims per our standard operating procedures (SOPs).
• Team Leadership and Management
  • Recruit, develop, train, and lead the on-site Customer Experience Team to deliver high-quality resident and prospect interactions.
  • Establish and document performance goals for team members and provide regular feedback to encourage professional growth and accountability.
  • Foster a collaborative and resident-focused culture to drive excellence in service delivery.
• Resident & Prospect Satisfaction
  • Oversee the customer experience to ensure residents and prospects receive timely, courteous, and professional service.
  • Monitor resident feedback and satisfaction scores to identify areas for improvement and implement changes to enhance the resident experience.
  • Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions that align with company policies.
• Leasing and Prospect Engagement
  • Collaborate cross-functionally with the Marketing team to support marketing efforts and lead generation to maintain occupancy and revenue goals.
  • Ensure the sales process, including tours, move-ins, and move-outs, are seamless and professional.
  • Monitor feedback and collaborate cross-functionally to enhance the customer experience.
• Collaboration with Central Property Operations
  • Resident Screening: Partner with the Resident Screening team to ensure applications are processed quickly and accurately, while preparing residents and units for a smooth handoff back to the site for move-in execution after screening and lease completion.
  • Resident Services (Renewals & Billbacks): Collaborate with Resident Services to ensure timely renewal pricing is available and communicated, and that move-out damages are documented and submitted promptly to support accurate billbacks.
  • Accounts Receivable (AR): Work alongside the AR team by providing on-the-ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication.
• Compliance and Reporting
  • Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to multifamily communities to ensure compliance with local regulations, company policies, and industry standards.
  • Maintain accurate records for resident interactions, leasing, maintenance, and other operational activities.
  • Prepare and present regular reports on property performance, resident satisfaction, and operational efficiency to senior management.

Requirements

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer-focused mindset.
• Strong verbal and written communication skills.
• A minimum of three (3) years of management experience leading a team.
• A minimum of two (2) years of customer service experience working within the multi-family or hospitality industry, preferred.
• Experienced in property financial analysis and must be able to read and understand financial reports.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools.
• Be a self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement the next steps.
• Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
• Must be able to effectively manage in a crisis.
• Desire for professional development and continued learning.
• Ability to manage one’s time effectively and productively.
• Ability to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands.
• A High school diploma or equivalent (e.g., GED) required.

Benefits

• Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year.
• In addition to traditional PTO, receive 12 full days and two half-day holidays including a floating holiday and your birthday. Veterans receive Veterans Day as a paid day off.
• 8 hours of Volunteer Paid Time Off (PTO) each year to support a cause or organization of your choice.
• Supportive leave benefits, including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
• Monthly commission opportunities and additional quarterly bonuses based on site-specific Key Performance Indicators (KPIs).
• Exclusive employee discounts at Birge & Held properties.
• Robust wellness program with up to $25 in monthly gym membership reimbursements and access to certified health coaches.
• Competitive dental, vision, and comprehensive medical plans with convenient online tools to manage healthcare benefits.
• 401(k) plan with competitive employer contributions.
• Company-paid basic life insurance policy with the opportunity to elect supplemental life insurance, Long-Term Disability (LTD), Short-Term Disability (STD), and Critical Illness Insurance.
• Monthly phone stipend of up to $50 to help cover mobile service costs.
• Tuition reimbursement program and support from a dedicated Talent Development team.
• Recognition as part of an organization consistently named one of the Top Workplaces in the USA.