Operations Manager

About the Role

As the Operations Manager, you will oversee 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 involves managing the on-site Customer Experience Team, optimizing resident satisfaction, collaborating with Birge & Held’s offsite centralized teams, and maximizing property value through operational excellence. Success 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 to ensure eviction processes adhere to company policy.
  • Oversee all aspects of apartment communities to maintain financial goals, ensure well-maintained properties, and meet company standards.
  • Regularly inspect designated assets’ physical condition to ensure 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 to ensure cost-effectiveness without compromising quality.
  • Submit Property Owners Protection Insurance Company (POPIC) claims per 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.
  • Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions aligned with company policies.
• Leasing and Prospect Engagement
  • Collaborate 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, is 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, preparing residents and units for a smooth handoff back to the site for move-in execution.
  • 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.
  • 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 relevant laws.
  • 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 within the multifamily or hospitality industry (preferred).
• Experience in property financial analysis; ability 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.
• Self-starter with a proactive, solutions-driven mindset to address concerns and implement next steps.
• Professionalism and discretion in all interactions with coworkers, residents, vendors, and the community.
• Ability to effectively manage in a crisis.
• Desire for professional development and continued learning.
• Ability to manage time effectively and productively.
• Ability to perform at a high level in a fast-paced work environment while adapting to changing priorities and demands.
• High school diploma or equivalent (e.g., GED) required.

Benefits

• Paid Time Off: Up to 18 days of PTO per year, plus 12 full days and two half-day holidays (including a floating holiday and your birthday). Veterans receive Veterans Day as a paid day off.
• Volunteer Paid Time Off: 8 hours of Volunteer PTO each year to support a cause or organization of your choice.
• Leave Benefits: Up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
• Earnings & Bonuses: Monthly commission opportunities and additional quarterly bonuses based on site-specific KPIs.
• Employee Discounts: Exclusive discounts at Birge & Held properties.
• Wellness Program: Up to $25 in monthly gym membership reimbursements and access to certified health coaches.
• Healthcare: Competitive dental, vision, and comprehensive medical plans with online tools for managing benefits.
• Retirement: 401(k) plan with competitive employer contributions.
• Insurance: Company-paid basic life insurance with options to elect supplemental life insurance, Long-Term Disability (LTD), Short-Term Disability (STD), and Critical Illness Insurance.
• Phone Stipend: Monthly phone stipend of up to $50 to help cover mobile service costs.
• Professional Development: Support from a dedicated Talent Development team and a tuition reimbursement program.
• Recognition: Be part of an organization consistently recognized as one of the Top Workplaces in the USA.