Manager, Operational Support

Invitation Homes • Dallas, TX

2d • Onsite

About The Position

The Manager, Operational Support is responsible for executing and coordinating centralized functions designed to support the company’s Leasing and Property Management functions which include Leasing Experience (new lease and renewals), Quality Assurance, and Resident Delinquency. This position manages the Supervisor, Operational Support and the full Operational Support team in addition to direct oversight and performance management of a third-party provider. They also effectively support the company’s operational pace of leasing and property management operations of the company’s field offices as driven by market demand.

Requirements

• High school diploma or equivalent is required for this position.
• 3 years of experience in residential leasing and/or property management or other relevant experience
• 2-3 years’ experience in a supervisory or team lead role
• Ability to read, write, understand, and communicate in English.
• Ability to use a personal computer and has working knowledge of email, Microsoft Word, Excel and Yardi, Salesforce (or other on-site accounting software.)
• Excellent customer service and interpersonal skills; ability to relate to others.
• Professional verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to perform basic to intermediate mathematical and accounting functions.
• Comprehension of federal fair housing laws and any applicable local housing provisions.
• Ability to identify, analyze and resolve problems that results in quick and effective decision making.
• Ability to cope with and defuse situations involving angry or difficult people
• Ability to train
• Ability to set and meet goals
• Ability to negotiate, influence and gain consensus
• Ability to consistently meet deadlines
• Ability to maintain flexibility and creativity in a variety of situations
• Ability to maintain confidentiality

Nice To Haves

• Experience with Yardi and/or Salesforce is strongly preferred

Responsibilities

• Creates and nurtures a high-quality and fun work environment where every associate matters, is connected and prepared so associates are inspired to perform at their highest level
• Responsible for overall workforce plan for both internal team and third-party outsourced team to ensure seasonal volume and quality expectations are met
• Provide coaching, insight and feedback to direct reports and to third-party outsourced team members related to providing quality customer service to internal & external clients and productivity.
• Serve as a partner to both internal and external customers with a specific focus on our local market leadership including Director of Operations and Leasing Experience Directors.
• Serve as manager to the team by encouraging growth and planning development, interviewing and selecting high quality talent, and providing ongoing feedback
• Handle complex situations and escalations as needed
• Provide support to other functions regarding lease documentation during financing and transaction initiatives
• Provide oversight and management of DocuSign template library, coordinating with legal department for all changes required due to company or regulatory changes.
• Recommends and implements process improvement related to all National LPM functions.
• Perform other duties as assigned

Benefits

• Annual bonus program
• Health, dental, vision, and life insurance
• Long-term and short-term disability insurance
• Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays
• 401(k) with company matching contributions
• Awesome work environment with casual dress
• Team events and gatherings (Pre- and Post-Covid)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED