Performance Programs Manager

RPM Living • Austin, TX

9h • Hybrid

About The Position

This position contributes to the success of the organization by supporting operational performance, consistency, and accountability initiatives across the portfolio through quality assurance oversight, performance reporting, and vendor coordination. The Performance Programs Manager is responsible for coordinating evaluation programs, monitoring performance trends, maintaining reporting accuracy, and delivering actionable insights that support operational consistency and customer experience initiatives across the portfolio.

Requirements

• Bachelor’s degree in Business, Data Analytics, or a related field. Experience may substitute for education.
• Three years of experience in quality assurance, operations support, customer experience, training coordination, or a related field.
• Skilled in analyzing data and generating reports with the ability to interpret data and communicate insights effectively.
• Skilled in managing multiple priorities and deadlines in a fast-paced environment.
• Ability to work independently and maintain a high level of organization and accountability.
• Ability to communicate effectively both verbally and in writing.
• Skilled in maintaining a high level of attention to detail and accuracy while identifying issues, analyzing root causes, and applying effective problem-solving techniques.
• Ability to collaborate effectively with cross-functional teams and leadership.
• Skilled in Microsoft Office Suite, particularly Excel and PowerPoint.
• Ability to operate with a high degree of professionalism, initiative, and discretion with confidential information.

Nice To Haves

• Skilled in CRM systems, Salesforce, Zendesk, reporting platforms, or quality scoring systems preferred.
• A valid driver’s license is preferred

Responsibilities

• Support operational performance and quality assurance initiatives related to onboarding by coordinating 30/60 day training assignments and follow-up operational performance assessments for new hires, including re-shop evaluations to validate operational execution of customer experience standards.
• Coordinate and administer third-party evaluation programs, vendor partnerships, and ongoing support.
• Monitor operational performance trends, identify risks, gaps, and opportunities for improvement, and assist with follow-up processes related to quality standards and operational expectations.
• Prepare, maintain, and distribute recurring operational and quality assurance reporting.
• Analyze operational and evaluation data and provide actionable insights to support Performance Managers and Operations Regional Leaders in improving property-level and portfolio results.
• Maintain accurate records and ensure integrity of QA documentation and reporting systems.
• Collaborate cross-functionally with operational leaders and support teams to drive consistency in customer experience standards.
• Assist with special projects, audits, reporting requests, and additional operational initiatives as needed.

Benefits

• Weekly pay for all associates working onsite at an apartment community
• Comprehensive healthcare coverage available for all full-time, regular associates
• Employer-paid employee assistance, mental health, and wellness programs
• Ancillary benefits including critical illness, hospital indemnity, and accident insurance
• 401(k) with robust company match
• Opportunities for professional development, career growth, and role-based learning plans
• Diversity, Equity, Inclusion and Belonging (DEIB) and multiple Employee Resource Groups (ERG)
• Paid time off plus floating holidays and volunteer days
• Discounted Perks (Costco membership, movie tickets, health & wellness, entertainment & travel discounts)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level