Operations Manager

Birge & Held Investing in Communities to Transform Lives. Supporting 3 Multifamily Communities Wexford at Taylorsville, Helen Louise, and Ellis Apartments (Columbus, IN) Units - 86 Who We Are It’s fun to work in a company where people truly believe in what they are doing. At Birge & Held, we are committed to bringing excitement and energy to the business of multifamily housing. We expect every employee within our organization to be a leader working in a collaborative environment towards a shared vision. Position Overview The 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 on‑site Customer Experience Team, optimizing resident satisfaction, working alongside Birge & Held’s off‑site centralized team members, and ensuring the property’s value is maximized through operational excellence and attention to detail. Success will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level. This role reports to the Regional Property Manager. Key Responsibilities Property & Asset Management Work cross‑functionally across all teams to ensure eviction processes are performed according to company policy. Oversee all aspects of the apartment communities to maintain financial goals and metrics, ensuring the properties are well‑maintained and meet company standards. Regularly inspect assets’ physical condition, ensuring great curb appeal, clean common areas, and a safe environment. Coordinate and supervise repairs and upgrades to maintain property enhancements and product availability. Monitor and manage budgets, ensuring cost‑effectiveness without compromising quality. Submit Property Owners Protection Insurance Company (POPIC) claims per standard operating procedures (SOPs). Team Leadership & Management Recruit, develop, train, and lead the on‑site Customer Experience 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. Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions in line with company policies. Leasing & Prospect Engagement Collaborate cross‑functionally with the Marketing team to support marketing efforts and lead generation, maintaining occupancy and revenue goals. Ensure the sales process, including tours, move‑ins, and move‑outs, is seamless and professional. Monitor feedback and collaborate cross‑functionally to enhance the customer experience. Collaboration with Central Property Operations Resident Screening: Partner with the Resident Screening team to ensure applications are processed quickly and accurately, preparing residents and units for a smooth handoff to the site. Resident Services (Renewals & Billbacks): Collaborate with Resident Services to ensure timely renewal pricing is available and that move‑out damages are documented and submitted promptly. Accounts Receivable (AR): Work alongside the AR team, providing on‑ground resident context and supporting collection efforts through direct resident communication. Compliance & Reporting Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other relevant laws. 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. Education, Experience & Skills Demonstrated passion for customer service. Strong interpersonal skills with a customer‑focused mindset. Strong verbal and written communication skills. Minimum of three (3) years of management experience leading a team. Minimum of two (2) years of customer service experience in 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, and CRM tools. Self‑starter with a proactive, solutions‑driven mindset. Exhibit professionalism and discretion in all interactions. Ability to manage effectively in a crisis. Desire for professional development and continued learning. Time‑management skills and productivity. High school diploma or equivalent (e.g., GED) required. What We Offer Generous paid time‑off policy including up to 18 days of PTO per year, 12 full days, and two half days of holidays, floating holiday, birthday, and Veterans Day if applicable. Volunteer Paid Time Off: 8 hours of PTO each year to support a chosen cause. Supportive leave benefits: up to 3 weeks paid parental leave and 6 weeks paid childbirth leave. Monthly commission opportunities and quarterly bonuses tied to site‑specific KPIs. Employee discounts at Birge & Held properties. Wellness program: up to $25 monthly gym membership reimbursement and access to certified health coaches. Competitive dental, vision, and comprehensive medical plans with online tools. 401(k) plan with competitive employer contributions. Automatic enrollment in company‑paid basic life insurance; options for supplemental life, LID, STD, and Critical Illness Insurance. Monthly phone stipend up to $50. Talent development support and tuition reimbursement program. Recognition as one of the Top Workplaces in the USA. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.

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