Operations Support Specialist

29th Street•Phoenix, AZ

5d•$85,000 - $95,000•Hybrid

About The Position

The Operations Support Specialist serves as a hands-on operational partner to Regional Managers and site teams, providing direct field support to improve execution, stabilize operations, and ensure consistent delivery of company standards across the portfolio. This role combines operational expertise, coaching, and project execution to support communities experiencing performance concerns, staffing shortages, operational challenges, or transitions. The Operations Support Specialist works directly alongside on-site teams to provide training, coaching, process improvement, and operational assistance. This may include temporarily backfilling key site-level positions, supporting new community transitions, reinforcing company standards, assisting with property recovery efforts, and ensuring teams have the tools and knowledge needed to operate successfully. As an experienced multifamily operator, this position serves as a trusted resource to the organization by identifying operational opportunities, removing barriers, and helping communities achieve sustainable performance improvements.

Requirements

Significant experience managing conventional multifamily communities with progressive leadership responsibility.
Strong understanding of leasing, resident relations, financial performance, maintenance operations, compliance, and property management systems.
Demonstrated ability to coach, mentor, and develop site teams.
Comfortable working independently in a fast-paced environment with changing priorities.
Ability to quickly assess operational challenges and implement practical solutions.
Strong communication, organization, and relationship-building skills.
Advanced proficiency with Entrata, Microsoft Office, and operational reporting platforms.
Willingness to travel as needed throughout the portfolio and work on-site as business needs require.
Must live in the Phoenix area.

Responsibilities

Provide hands-on operational support to communities experiencing staffing vacancies, performance challenges, or business transitions.
Temporarily backfill Community Manager, Assistant Community Manager, or Leasing Consultant responsibilities when operationally necessary.
Work alongside site teams to ensure continuity of operations during staffing changes or periods of increased business need.
Conduct operational assessments and partner with Regional Managers to develop and execute recovery plans.
Deliver in-person coaching and training to site teams on operational processes, leasing, resident experience, financial management, compliance, and company standards.
Reinforce SOPs, best practices, and operational expectations through side-by-side coaching and observation.
Identify skill gaps and provide individualized development plans to improve team performance.
Assist with onboarding and training of newly hired site associates and leaders.
Create and maintain training materials, playbooks, operational guides, and job aids.
Serve as a subject matter expert on company systems, policies, and operational procedures.
Support implementation of new initiatives, operational changes, and company programs at the property level.
Identify operational inefficiencies and recommend process improvements that increase consistency and execution.
Partner with cross-functional departments including Revenue Management, Marketing, HR, Accounting, Maintenance, and Systems to resolve operational issues.
Analyze operational and financial performance to identify trends, risks, and opportunities for improvement.
Support Regional Managers in monitoring KPIs and holding teams accountable to performance goals.
Assist with preparation of operational reporting, executive summaries, and performance reviews.
Support budgeting, forecasting, occupancy recovery strategies, lease expiration management, and other operational initiatives as assigned.
Participate in acquisitions, dispositions, management transitions, due diligence activities, and other portfolio initiatives.
Support company-wide projects requiring operational expertise and field execution.
Assist with policy development, documentation updates, and implementation of new operational standards.