Operations Manager

Key Responsibilities

• 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 are a safe environment.
• Cook up 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.
• Sure 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

• 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.
• 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.
• Work alongside the Accounts Receivable (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.