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Birge & Held · 2 days ago

Multi-Site Operations Manager (Multi Family)

Indianapolis, IN, US

Full-time

Onsite

Mid, Senior Level

$75K/yr - $93K/yr

3+ years exp

Birge & Held is committed to bringing excitement and energy to the business of multifamily housing. The Multi-Site Operations Manager is responsible for overseeing the day-to-day operations of multiple multifamily apartment communities, ensuring they operate efficiently and provide an exceptional experience for residents and prospects.

Property ManagementReal Estate

Responsibilities

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 are 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 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

Qualification

Property ManagementCustomer ServiceTeam LeadershipFinancial AnalysisProperty Management SoftwareProfessionalismCommunication SkillsTime ManagementProblem SolvingAdaptability

Required

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

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

Be a self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement the next steps

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

Must be able to effectively manage in a crisis

A desire for professional development and continued learning

Ability to manage one's time effectively and productively

Ability to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands

A High school diploma or equivalent (e.g., GED) required

Preferred

A minimum of two (2) years of customer service experience working within the multi-family or hospitality industry

Benefits

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.

Take advantage of supportive leave benefits, including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.

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.

Save on living expenses with exclusive employee discounts at Birge & Held properties.

Prioritize your well-being with a robust wellness program that supports your physical, mental, and emotional health. 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.

Enjoy peace of mind today and tomorrow with a 401(k) plan that includes competitive employer contributions.

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.

Be part of an organization consistently recognized as one of the Top Workplaces in the USA, where your contributions are valued and celebrated.