Residential Operations Support Manager

Description

POSITION: Residential Operations Support Manager

FLSA: Exempt

DEPARTMENT: Multi-Family

POSITION SUMMARY

Reporting to both the Regional Facilities Manager and the Sr. Portfolio Manager, the YMP REM Residential Operations Support Manager (ROSM) role is a dual-function position supporting both maintenance operations and leasing/administrative operations across an assigned portfolio of Class C conventional communities that include Section 8 Housing Choice Voucher residents. On the operations side, the ROS conducts property vacant unit audits to ensure the quality of unit turns, verifies that make-ready documentation and photos are being completed in accordance with company policy, and confirms unit-by-unit inspections are being conducted. On the leasing side, the ROS ensures marketing accuracy across all platforms, assists with content and collateral creation, and trains new leasing agents and Collections & Leasing Specialists on leasing and administrative policies and processes. This position requires weekly site visits and travel to North Carolina and Kentucky as necessary, along with a strong working knowledge of the Florida market.

GENERAL RESPONSIBILITIES

The Residential Operations Support Manager's duties and responsibilities may include but are not limited to the following:

Maintenance & Unit Turn Support

? Assist the Regional Facilities Manager in ensuring maintenance teams are performing at a high standard across the assigned portfolio.

? Conduct property vacant unit audits to ensure the quality of unit turns across the portfolio.

? Audit whether before/after pictures and make-ready documentation are being utilized and completed in accordance with company policy.

? Inspect properties to ensure unit-by-unit inspections are being conducted consistently.

? Ensure budgetary items for all properties are being properly tracked and collected, assisting in the completion of maintenance and capital project items in coordination with the Regional Facilities Manager (RFM).

? Provide monthly reports with updates on violations, safety/liability items, and capital project status across the portfolio.

Marketing & Leasing Support

? Ensure marketing across all platforms is up to date with correct pricing, concessions, and unit availability.

? Assist in creating marketing content and collateral to support leasing and occupancy goals.

? Monitor the accuracy of online listings and advertisements, coordinating corrections as needed.

Training & Development

? Assist in training new Leasing Agents and Collections & Leasing Specialists on leasing and administrative policies and processes.

? Support onboarding of new on-site staff by reinforcing company standards for leasing, make-ready, and administrative procedures.

? Identify training gaps at the property level and recommend or assist in developing additional training as needed.

Site Visits & Travel

? Visit assigned sites weekly to conduct audits, inspections, and provide hands-on support to on-site teams.

? Travel to North Carolina and Kentucky properties as necessary to support portfolio-wide operations.

? Work the schedule assigned as needed to meet the needs of the company.

? Create reports analyzing specific areas of maintenance or leasing performance as directed by the Regional Facilities Manager or Sr. Portfolio Manager.

? Other duties as necessary.

WORKING CONDITIONS AND ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Requirements

QUALIFICATIONS & EDUCATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

? Experience working at Class C conventional properties with Section 8 Housing Choice Voucher residents.

? Strong working knowledge of the Florida multifamily market.

? Hands-on experience with Yardi Voyager 8, including work orders, make-ready tracking, and photo documentation.

? Excellent customer service skills, with the ability to represent the company professionally to residents, on-site teams, and ownership.

? Strong multi-tasking ability and highly organized, with the ability to manage priorities across multiple properties.

? Experience in leasing and/or property administration, with the ability to train others on leasing and administrative policies and processes.

? Marketing awareness, with the ability to review and correct pricing, concessions, and availability across advertising platforms.

? Willingness and ability to visit assigned sites weekly and travel to North Carolina and Kentucky as necessary.

? Available to work the schedule assigned as needed to meet the needs of the company.

? Valid driver's license and reliable transportation required.

? Computer savvy, with proficiency in Microsoft Office (Word, Excel, Outlook, Teams).

? High school diploma required; Bachelor's degree preferred, with commensurate work experience also taken into account.

MATH ABILITY

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and area. Understand basic accounting principles and be able to read and interpret basic financial statements.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables simultaneously.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.

Travel is a regular part of this role. This position requires weekly site visits within the assigned Florida portfolio, along with travel to North Carolina and Kentucky properties as necessary, which may require overnight stays