Manager of Ancillary Services

Outstanding opportunity to make a measurable impact across a growing multifamily portfolio! We’re seeking a highly motivated Ancillary Services Manager to lead the strategy, performance, and innovation of our ancillary service programs. This is a key role that drives resident satisfaction, operational excellence, and revenue growth through creative service offerings and strong vendor partnerships.

The ideal candidate brings a unique blend of strategic insight, analytical thinking, and hands‑on execution
, with a passion for enhancing the resident experience and maximizing property performance.

• Oversee and optimize all ancillary service programs including Flex Pay, Security Deposit Alternatives, Collections from 3rd-Party Agencies, Cable & Laundry Income, and Package Management Systems.
• Collaborate with property teams to ensure seamless integration of ancillary services within day‑to‑day operations.
• Identify and launch new revenue‑generating services that align with resident needs and add value to our communities.
• Establish and maintain protocols for system updates, compliance, and audit controls.
• Stay ahead of industry trends and regulatory changes to keep programs relevant, efficient, and compliant.
• Lead cross‑functional process improvement projects, from concept to implementation.

• Build and nurture strong partnerships with third‑party service providers to ensure consistent delivery of high‑quality services.
• Negotiate vendor contracts to achieve cost‑effectiveness and adherence to service‑level agreements (SLAs).
• Conduct regular vendor evaluations and performance reviews to uphold operational excellence.

• Drive profitability by optimizing ancillary programs and uncovering new revenue opportunities.
• Monitor financial performance, analyze trends, and recommend adjustments to enhance both top‑line and bottom‑line results.
• Develop benchmarks and dashboards to measure performance and track ROI.

• Ensure that ancillary services enrich the resident experience and support strong retention rates.
• Partner with marketing and onsite teams to communicate service offerings effectively.
• Respond promptly and professionally to resident inquiries related to ancillary services.

• Partner with internal stakeholders to streamline processes and share best practices.
• Provide training and guidance to property management teams to ensure consistent, high‑quality execution.
• Prepare regular reports for senior leadership detailing financial performance, KPIs, and strategic recommendations.

• Bachelor’s degree in Business Administration, Hospitality Management, Real Estate, or a related field.

• Minimum 3 years of experience in multifamily property management, ancillary services, or a related field.
• Proven success managing vendor relationships and service‑based programs.
• Strong financial acumen with experience in budgeting and performance analysis.

• Exceptional communication and interpersonal skills.
• Strong project management and organizational abilities.
• Strategic, data‑driven mindset with a focus on continuous improvement.
• Proficiency in Microsoft Office Suite and property management software (Yardi, Real Page, etc.).
• Expertise in contract negotiation and vendor compliance.

• CAM (Certified Apartment Manager), CPM (Certified Property Manager), or equivalent.

• Strategic Vision: You see the big picture and can identify new service and revenue opportunities.
• Collaborative Leadership: You excel at building relationships with internal teams and external partners.
• Analytical Mindset: You use data and insights to guide smart, informed decisions.
• Service‑Oriented Approach: You thrive on delivering excellence to both residents and colleagues.

Apply today for immediate consideration or reach out to Kelsey Arnall to learn more!
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This is an on‑site position and can be located in either Norfolk, Virginia or Dallas, Texas.