Operations Manager - Resident Support

Tricon is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in Canada.

Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage.

Job Description The Operations Manager – Resident Support will be directly responsible for the management and oversight of all resident support within their designated portfolio. This will include all Compliance, Resident Experience & Satisfaction and overall Financial Performance. The Operations Managers – Resident Support will provide direction and guidance to a team of Resident Support Managers.

Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

Management Objectives:

Ensure all residents are treated with dignity and respect in every interaction

Cultivate a culture that is fun, collaborative, and nurturing, where team members feel valued and empowered

Offer guidance and support to their team to accomplish Tricon's monthly Customer Satisfaction (CSAT) goals and mid-year reviews.

Lead and mentor team members to cultivate their potential as future Tricon leaders, while also enhancing their capacity to deliver exceptional resident support

Create a clearly defined roadmap for team members to assist them in meeting company expectations and to achieve their personal goals

Understand and achieve their portfolio’s target metrics, goals, and overall portfolio performance in order to effectively guide the team to achieve desired results

Hold weekly team meeting to review Resident issues and support team to strategize solutions to resolve any potential escalations

Ensure that all team members are properly trained and that they have the appropriate tools to succeed

Display exceptional knowledge of Tricon’s policies, processes, and initiatives

Alert all appropriate management/parties immediately of any potential habitability/legal/escalated resident concerns/HR issues

Communicate promptly and effectively any company updates, financial results, and new objectives with team members

Enforce/Manage team compliance with schedules, policies, processes, and procedures to ensure optimal performance and a consistent customer experience

Team Objectives:

Oversee management of the Acquisition and Disposition Processes Ensure team provides seamless resident move in experience by serving as sole point of contact and resident liaison for approved applicants through 15 days post move in Ensure team educates residents on the appropriate support channels and assure them that your team is available to assist if they encounter any service issues

Review all appropriate daily/weekly/monthly reporting for accuracy

Work collaboratively with other departments and centralized teams to ensure all team timelines, expectations, standards and goals are met, and to provide support and assist with communication when needed to ensure the team functions cohesively to achieve results and prevent gaps in resident experience

Sign all new move in leases in a timely manner

Audit SODA/scope documents for accurate resident chargebacks, and ensure that all deposit statements are submitted in a timely manner to remain in compliance with state laws Support…