Multi-Site Operations Manager; Multi Family

Overview

Birge & Held – Investing in Communities to Transform Lives. Supporting 2 Multifamily Communities – 431 Units.

The Multi-Site Operations Manager is responsible for overseeing the day-to-day operations of multiple multifamily apartment communities, ensuring they operate efficiently, maintain excellent curb appeal, and provide an exceptional experience for residents and prospects. This role includes managing the assigned onsite team, optimizing resident satisfaction, working alongside Birge & Held’s offsite centralized team members and ensuring the property’s value is maximized through operational excellence and attention to detail.

The success of this role will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level. This role will report to the Regional Property Manager.

• Property and Asset Management:
  Work cross-functionally across all teams to ensure eviction processes are performed according to company policy.
• Property oversight:
  Oversee all aspects of the apartment communities to maintain financial goals and metrics, ensure the properties are well-maintained and meet company standards.
• Physical condition and curb appeal:
  Regularly inspect designated assets’ physical condition, ensuring great curb appeal, clean common areas, and a safe environment.
• Repairs and upgrades:
  Coordinate and supervise repairs, and upgrades to maintain property enhancements and product availability.
• Budget management:
  Monitor and manage budgets ensuring cost-effectiveness without compromising quality.
• POPIC claims:
  Submit Property Owners Protection Insurance Company (POPIC) claims per our standard operating procedures (SOPs).

• Recruit, develop, train, and lead the onsite team to deliver high-quality resident and prospect interactions.
• Establish and document performance goals for team members and provide regular feedback to encourage professional growth and accountability.
• Foster a collaborative and resident-focused culture to drive excellence in service delivery.

• Oversee the customer experience to ensure residents and prospects receive timely, courteous, and professional service.
• Monitor resident feedback and satisfaction scores to identify areas for improvement and implement changes to enhance the resident experience.
• Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions that align with company policies.

• Collaborate cross-functionally with the Sales & Leasing team to support marketing efforts and maintain occupancy and revenue goals.
• Ensure the sales process, including tours, move-ins, and move-outs, are seamless and professional.
• Monitor feedback and collaborate cross-functionally to enhance the customer experience.

• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to multifamily communities to ensure compliance with local regulations, company policies, and industry standards.
• Maintain accurate records for resident interactions, leasing, maintenance, and other operational activities.
• Prepare and present regular reports on property performance, resident satisfaction, and operational efficiency to senior management.

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer-focused mindset.
• Strong verbal and written communication skills.
• A minimum of three (3) years of management experience leading a team.
• A minimum of two (2) years of customer service experience working within the multi-family or hospitality industry, preferred.
• Experience in property financial analysis and ability to read and understand financial reports.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools.
• Be a self-starter with a proactive, solutions-driven mindset to address concerns and…