Operations Manager

What Makes This Role Unique

High visibility role with direct impact on market operations and guest experience
Ownership over both field execution and vendor performance, giving true end-to-end operational oversight
Opportunity to build and strengthen vendor partnerships that directly impact service quality
Fast-paced environment with the ability to influence process improvements and operational strategy
Cross-functional exposure across Sales, Guest Experience, Accounting, and Field Operations

Expectations For Success

• Manage and develop a team of 5–10 field team and vendor coordination associates, providing clear direction, accountability, and support.
• Hold regular team meetings, including monthly team meetings to align on objectives, share trends and feedback, and reinforce brand standards.
• Conduct weekly 1:1 meetings with team members, facilitate quarterly check-ins, and complete and deliver annual performance reviews.
• Support and direct day to day field operations including apartment setup, inspections, and readiness.
• Cookordinate and manage vendor partners across furniture, housewares, utilities, and service providers to ensure quality, timeliness, and accountability.
• Oversee the efficient setup and breakdown of apartments through strong field and vendor coordination.
• Inspect apartments as needed to ensure vendor work and field execution meet company standards.
• Oversee billing accuracy related to vendor services including furniture, utilities, waste removal, and other assigned areas.
• Ensure utilities and services are properly coordinated, set up, and disconnected on time for all units.
• Partner closely with internal teams and property partners to ensure all required documentation, payments, and booking details are completed accurately and on time.
• Develop and maintain strong property and vendor relationships to support operational, inventory, and field needs.
• Collaborate with Field teams to ensure properties are maintained to standard and that National is represented professionally within each community.
• Monitor property satisfaction and proactively address concerns to ensure a positive and collaborative presence in all buildings.
• Communicate property or vendor policy updates to internal teams as needed.
• Direct staff and vendors to support operational best practices and internal system usage (OSCAR, etc.).
• Ensure alignment between field teams and vendor partners to support seamless service delivery.
• Ensure office phone coverage and operational support as needed.
• Coordinate office on-call calendar and participate in rotation to support field operations as needed.
• Work in tandem with Guest Experience to resolve guest concerns tied to field execution or vendor performance.
• Support the GM as needed with operational priorities related to field and vendor coordination.
• Oversee lease documents and ensure files are accurate, organized, and up to date.
• Ensure inspections and operational documentation are completed and maintained across field activity.
• Conduct file audits to ensure compliance and accuracy.
• Partner with Accounting to support invoicing, billing inquiries, and vendor-related communication.
• Recommend operational, vendor, and property adjustments based on performance and market needs.
• Identify and implement process improvements to enhance field efficiency and vendor performance.
• Support guest reward programs and service recovery efforts tied to operational or vendor issues.
• Monitor operational gaps across field execution and vendor performance and suggest improvements.
• Assign MTM fees and cross-check NTVs as needed.
• Escalate vendor performance issues, policy breaches, or operational risks to leadership.
• Support and advance office goals and initiatives.

Qualifications

• Experienced in operations, property management, relocation, or real estate.
• Strong communicator with the ability to manage vendors and internal stakeholders effectively.
• Detail-oriented with strong organizational skills.
• Proficient in Microsoft Office and operational systems.
• Able to travel locally, inspect apartments, and meet with vendors or clients as needed.
• Able to climb stairs and access apartment units when required.

Skills

• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making abilities.
• Ability to work independently and as part of a team.
• Knowledge of corporate housing industry and relocation processes.

Benefits

• Competitive Base Salary: $68,500 - $78,500
• Medical, dental, and vision insurance options
• 401k plan with discretionary match
• Company-paid life insurance, short-term disability, and long-term disability
• Supplemental life insurance, critical illness, accident, and identity theft protection
• One-of-a-kind culture dedicated to Diversity, Equity, and Inclusion
• Inclusive Awards and Recognition Program
• Vacation, sick, and floating holidays
• Paid time off
• Paid volunteer time
• Wellness program
• Complimentary use of corporate apartments for vacation or travel (when available)

Company Information

• Drug & Alcohol-Free Workplace
• Equal Opportunity Employer
• Will not provide assistance with relocation costs