Operations Manager - Resident Support

Tricon Residential•Houston, TX

22d

About The Position

The Operations Manager – Resident Support manages and oversees resident support within a designated portfolio, including compliance, resident experience and satisfaction, and overall financial performance. The role provides direction and guidance to Resident Support Managers and supports the team in meeting company expectations, portfolio goals, and customer satisfaction targets. The manager leads and mentors team members, promotes a respectful and collaborative culture, ensures appropriate training and tools, communicates company updates and objectives, and enforces compliance with schedules, policies, processes, and procedures. The role also oversees acquisition and disposition processes, supports the resident move-in experience, reviews reporting, signs new move-in leases, audits resident chargebacks and deposit statements, and assists with resident escalations. The manager works cross-functionally to resolve issues and maintain a consistent resident experience. The position requires property management experience, attention to detail, financial and analytical aptitude, strong customer service and communication skills, and the ability to use mobile office electronic tools and systems. Physical demands include frequent sitting, talking, and hearing; occasional standing, walking, reaching, handling objects, stooping, kneeling, crouching, and lifting or moving up to 10 pounds.

Requirements

At least 5 years of property management experience.
BA/BS degree preferred, or equivalent experience.
Demonstrated attention to detail.
Basic financial acumen.
Ability to analyze multiple data sets and make sound business recommendations.
Collaborative, team-oriented approach.
Critical thinking and problem-solving ability.
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.
Basic accounting and math skills and excellent analytical skills.
Excellent customer service skills.
Ability to meet the stated physical demands, including occasionally lifting and/or moving up to 10 pounds and performing the listed sitting, standing, walking, handling, reaching, and bending activities.

Nice To Haves

Knowledge of Yardi.
Desire for continuous development.

Responsibilities

Manage and oversee all resident support within the designated portfolio, including compliance, resident experience and satisfaction, and financial performance.
Provide direction and guidance to Resident Support Managers.
Ensure residents are treated with dignity and respect and foster a collaborative, nurturing team culture.
Guide the team toward monthly Customer Satisfaction (CSAT) goals and mid-year review objectives.
Lead and mentor team members, support their development, and help them meet 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 strategies to resolve potential escalations.
Ensure team members are properly trained and have appropriate tools to succeed.
Maintain knowledge of company policies, processes, and initiatives, and promptly alert appropriate parties to potential habitability, legal, escalated resident, 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 and serves as their point of contact through 15 days after move-in.
Ensure residents are informed about appropriate support channels and know the team is available to assist with service issues.
Review appropriate daily, weekly, and monthly reporting for accuracy.
Collaborate with other departments and centralized teams to meet timelines, expectations, standards, and goals and to support cohesive operations and 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 collaborate across departments to resolve issues, share insight, and provide creative solutions and process feedback.
Hold self and team accountable to budgets, goals, metrics, company initiatives, and Tricon Guiding Principles.