Operations Manager; Multi Family

Operations Manager (Multi Family)

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$70,000.00/yr – $80,000.00/yr

Birge & Held is committed to investing in communities to transform lives. We build 400-unit multifamily communities in Zionsville, IN, bringing excitement and energy to the multifamily housing business. We value a passion for people, leadership at every level, and continuous learning to make our purpose a reality.

The Operations Manager oversees day-to-day operations of a multifamily apartment community, ensuring efficient site operations, excellent curb appeal, and exceptional resident experience. The role manages an onsite team, optimizes resident satisfaction, collaborates with offsite centralized teams, and maximizes property value through operational excellence. Success is measured by predetermined KPIs and quarterly goals. The Operations Manager 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, ensuring properties 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 SOPs.
• Collaborate with offsite teams to align operational continuity and overall success.
• Recruit, develop, train, and lead the onsite 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 Sales & Leasing team to support marketing efforts and maintain occupancy and revenue goals.
• Ensure the sales process, including tours, move-ins, and move-outs, are seamless and professional.
• Conduct all business in accordance with company policies and procedures, Fair Housing, ADA, FCRA, and local regulations.
• 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.
• 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.
• Experienced in property financial analysis and must read and understand financial reports.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office, and CRM tools.
• Self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement next steps.
• Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
• Must be able to effectively manage in a crisis.
• A desire for professional development and continued learning.
• Ability to manage one’s time effectively and productively.
• Ability to perform at a high level in a fast-paced work environment while adapting to changing priorities.
• A high school diploma or equivalent (GED) required.

• Generous paid time-off policy including up to 18 days of PTO per year, 12 full days and two half-day holidays, floating holiday, your birthday, and Veterans Day if applicable.
• Volunteer paid time off: 8 hours of PTO each year to support a cause or organization of your choice.
• Supportive leave benefits: up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
• Monthly commission opportunities and quarterly bonuses based on site-specific KPIs.
• Exclusive employee discounts at Birge & Held properties.
• Wellness program: up to $25/month gym membership reimbursement; access to certified health coaches.
• Competitive dental, vision, and comprehensive medical plans.
• 401(k) plan with competitive employer contributions.
• Automatic enrollment in basic life insurance policy; optional supplemental life, long-term…