Operations Manager

BIRGE & HLD

Investing in Communities to Transform Lives.

The Operations Manager is responsible for overseeing the day‑to‑day operations of multiple multifamily apartment communities. The role includes managing the on‑site Customer Experience Team, optimizing resident satisfaction, and ensuring the property’s value is maximized through operational excellence and attention to detail. Success is measured by attainment of key performance indicators (KPIs) and quarterly goals at the individual and community level. This role reports to the Regional Property Manager.

• 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 assets’ physical condition, ensuring 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, ensuring cost‑effectiveness without compromising quality.
• Submit POPIC claims per standard operating procedures.

• 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.
• 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.

• Collaborate cross‑functionally 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, are seamless and professional.
• Monitor feedback and collaborate cross‑functionally to enhance the customer experience.

• 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 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 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.

• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertinent to multifamily communities.
• 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.

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer‑focused mindset.
• Strong verbal and written communication skills.
• Minimum of three (3)…