Operations Manager, Resident Services - Atlanta, GA

About the role

As an Operations Manager, Resident Services, you are a key leader within Cortland's centralized Contact Center, driving operational excellence across multiple teams and markets. You oversee the supervisors and associates who deliver the caring, dependable service residents rely on, ensuring the frontline experience is consistent, efficient, and deeply resident-focused.

Responsibilities

• Facilitate regular communication with team and site partners to ensure we stay in sync on priorities, celebrate wins, and drive engagement.
• Conduct daily team huddles to align operational updates, staffing, and objectives.
• Coach and counsel team members to develop leadership, drive accountability, and support individual growth.
• Oversee schedule management and forecasting, ensuring adequate coverage and service level goals.
• Manage the execution of Resident Services-wide performance and operational strategies across all markets.
• Maintain a strong presence in daily operations, providing guidance and support for escalations or procedural challenges.
• Develop, implement, and track department-wide performance strategies to improve renewal rates, efficiency, and service quality.
• Ensure adherence to all policies, standards, and regulations, reinforcing consistency across teams.
• Collaborate with other leaders within the Contact Center to identify opportunities for operational improvement, workflow optimization, and system efficiency.
• Lead reporting and performance updates to Managing Directors and Directors of Operations, highlighting trends, wins, and areas of opportunity.
• Oversee workforce planning, time-off approvals, and scheduling to maintain staffing alignment with lead demand.
• Partner closely with Corporate and Operations leadership to ensure alignment on initiatives and performance goals.
• Collaborate on cross-departmental partnership projects to enhance the resident journey and improve communication between the functions of the Contact Center.
• Coordinate with internal support teams (Technology, Training, HR, and Analytics) to ensure tools, systems, and processes support sales performance.
• Support escalation management related to policies, system functionality, or resident experience.

Qualifications

• High school diploma or equivalent required; bachelor's degree preferred.
• 5+ years of experience in multifamily operations or contact center management, with direct people leadership required.
• Strong understanding of screening processes, Fair Housing, and regulatory standards.
• Proven success in managing multi-team operations.
• Excellent communication, leadership and interpersonal skills.
• Demonstrated ability to analyze data, forecast performance, and make data-driven decisions.
• Proficiency in Microsoft Office Suite, RealPage, Funnel, and other relevant CRM systems.
• Highly organized with a proactive approach to problem solving and a passion for operational excellence.
• Ability to manage multiple priorities in a fast-paced environment.

Benefits

Cortland is an equal opportunity employer, and we're proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law.