Operations Manager

## Description **r** **B I R G E & H E L D** *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. At Birge & Held, our employees have a Passion for People, demonstrate Leadership at Every Level, and are Always Learning & Innovating. Through these core values, we make our purpose a reality, “Investing in Communities to Transform Lives.” **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 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. **KEY RESPONSIBILITIES** **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 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). **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. **Leasing and Prospect Engagement** - Collaborate cross-functionally with the Marketing team to support marketing efforts and lead generation to 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. **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…