Head of Operations & Business Management

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. 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.

Oversee all aspects of the apartment communities to maintain financial goals and metrics, ensure the properties are well‑maintained and meet company standards.

Regularly inspect your designated assets’ physical condition, ensuring great curb appeal, clean common areas, and a safe environment.

Monitor and manage budgets ensuring cost‑effectiveness without compromising quality.

Submit Property Owners Protection Insurance Company (POPIC) claims per our standard operating procedures (SOPs).

Team Leadership and 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.

Resident & Prospect Satisfaction

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.

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, while preparing residents and units for a smooth handoff back to the site for move‑in execution after screening and lease completion.

Resident Services (Renewals & Billbacks): Collaborate with Resident Services to ensure timely renewal pricing is available and communicated, and that move‑out damages are documented and submitted promptly to support accurate billbacks.

Accounts Receivable (AR): Work alongside the AR team by providing on‑the‑ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication.

Compliance and Reporting

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.

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.

Experienced in property financial analysis and must be able 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.

Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.

Must be able to effectively manage in a crisis.

Ability to manage one’s time effectively and productively.

A High school diploma or equivalent (e.g., Maintain work‑life balance with a generous paid time‑off policy including up to 18 days of PTO per year. In addition to traditional PTO, you’ll receive 12 full days and two half day holidays including a floating holiday and your birthday. Separately, if you’ve served in the military, you’ll receive Veterans Day as a paid day off.

Make a difference in your community with 8 hours of Volunteer Paid Time Off (PTO) each year, giving you the ability to support a cause or organization of your choice.

Boost your earnings with monthly commission opportunities and additional quarterly bonuses, both based on site‑specific Key Performance Indicators (KPIs), giving you the chance to be rewarded for your performance and contributions.

Enjoy up to $25 in monthly gym membership reimbursements and gain access to certified health coaches dedicated to helping you achieve your personal wellness goals.

Access competitive dental, vision, and comprehensive medical plans to ensure you and your family receive the care you need, along with convenient online tools to help you manage your healthcare benefits with ease.

Receive automatic enrollment in the company paid basic life insurance policy with the opportunity to elect supplemental life insurance. With employment at Birge & Held you have the ability to elect additional ancillary benefit options including but not limited to, Long‑Term Disability (LTD), Short‑Term Disability (STD) and Critical Illness Insurance that provides extra protection against unexpected health challenges.

Stay connected and equipped for success with a monthly phone stipend of up to $50 to help cover your mobile service costs.

Grow your career through the support of a dedicated Talent Development team and a tuition reimbursement program. Whether you’re building new skills, exploring new roles, or pursuing a degree, you’ll have the resources and guidance to reach your full potential.