Operations Manager - Resident Support

Tricon Residential•Houston, TX

About The Position

The Operations Manager – Resident Support manages and oversees resident support across a designated portfolio, with responsibility for compliance, resident experience and satisfaction, and financial performance. The role provides direction and guidance to Resident Support Managers, develops and mentors team members, and ensures the team meets company standards and portfolio goals. The manager also works across departments to resolve issues, maintain a cohesive resident experience, and support operational and financial objectives.

Requirements

At least 5 years of property management experience.
BA/BS degree preferred, or equivalent experience.
Demonstrated attention to detail.
Basic financial acumen, accounting, and math skills.
Ability to analyze multiple data sets and make sound business recommendations.
Ability to think critically and solve problems.
Excellent time management skills.
Adaptability to change and forward thinking.
Excellent written and verbal communication skills.
Ability to work with mobile office electronic tools and systems.
Excellent analytical skills.
Excellent customer service skills.
Collaborative, team-oriented approach.
Desire for continuous development.

Nice To Haves

Knowledge of Yardi.

Responsibilities

Ensure residents are treated with dignity and respect in every interaction.
Cultivate a collaborative, supportive team culture in which team members feel valued and empowered.
Guide and support the team in achieving monthly Customer Satisfaction (CSAT) goals and completing mid-year reviews.
Lead and mentor team members, develop their capabilities, and create clear roadmaps for meeting company expectations and personal goals.
Monitor portfolio metrics, goals, and performance, and guide the team toward desired results.
Hold weekly team meetings to review resident issues and develop solutions to potential escalations.
Ensure team members are appropriately trained and have the tools they need to succeed.
Maintain knowledge of company policies, processes, and initiatives.
Promptly alert appropriate management or other parties to potential habitability, legal, resident escalation, or HR concerns.
Communicate company updates, financial results, and new objectives to team members promptly and effectively.
Manage team compliance with schedules, policies, processes, and procedures.
Oversee acquisition and disposition processes.
Ensure the team provides approved applicants with a seamless move-in experience, serving as their sole point of contact and resident liaison through 15 days after move-in.
Ensure residents are informed about appropriate support channels and how the team can assist with service issues.
Review relevant daily, weekly, and monthly reports for accuracy.
Collaborate with other departments and centralized teams to meet timelines, expectations, standards, and goals, support communication, and prevent gaps in the resident experience.
Sign new move-in leases in a timely manner.
Audit SODA/scope documents for accurate resident chargebacks and ensure deposit statements are submitted on time to comply with state laws.
Support team members in resolving resident escalations.
Provide excellent service to internal and external customers and exceed company standards.
Collaborate across departments to resolve issues, offer insights and solutions, and provide feedback on processes and tools.
Hold self and team accountable for budgets, goals, metrics, company initiatives, and Tricon Guiding Principles.