Multi-Site Operations Manager

Birge & Held Group LLC • FL

70d

About The Position

The Multi-Site Operations Manager is responsible for overseeing the day-to-day operations of multiple multifamily apartment communities, ensuring they operate efficiently, maintain excellent curb appeal, and provide an exceptional experience for residents and prospects. This role includes managing the assigned onsite team, optimizing resident satisfaction, working alongside Birge & Held’s offsite centralized team members and ensuring the property’s value is maximized through operational excellence and attention to detail. The success of this role will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level. This role will report to the Regional Property Manager.

Requirements

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer-focused mindset.
• Strong verbal and written communication skills.
• English - Spanish Bi-lingual language skills, preferred.
• A minimum of three (3) years of management experience leading a team.
• A minimum of two (2) years of customer service experience working within the multi-family or hospitality industry, preferred.
• Experienced in property financial analysis and must be able to read and understand financial reports.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools.
• Be a self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement the 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 successfully adapting to changing priorities and demands.
• A High school diploma or equivalent (e.g., GED) required.

Responsibilities

• 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 your designated assets’ physical condition, ensuring great curb appeal, clean common areas, and are 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 Property Owners Protection Insurance Company (POPIC) claims per our standard operating procedures (SOPs).
• 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.
• Monitor feedback and collaborate cross-functionally to enhance the customer experience.
• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to multifamily communities to ensure compliance with local regulations, company policies, and industry standards.
• 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.

Benefits

• Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year.
• 8 hours of Volunteer Paid Time Off (PTO) each year.
• Up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
• Monthly commission opportunities and additional quarterly bonuses based on site-specific Key Performance Indicators (KPIs).
• Exclusive employee discounts at Birge & Held properties.
• Robust wellness program that supports physical, mental, and emotional health.
• Competitive dental, vision, and comprehensive medical plans.
• 401(k) plan that includes competitive employer contributions.
• Company paid basic life insurance policy with the opportunity to elect supplemental life insurance.
• Monthly phone stipend of up to $50.
• Support of a dedicated Talent Development team and a tuition reimbursement program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 251-500 employees