Position Overview

The Operations Specialist serves as a highly mobile, field-based operator responsible for stabilizing, advancing, and optimizing property performance across the national portfolio. This role is deployed into communities to address operational gaps, lead through periods of transition, and execute on critical business priorities that directly impact occupancy, financial performance, resident experience, and team effectiveness.

This position operates with a high degree of autonomy and judgment, frequently serving as the acting Community Manager and primary on-site leader. The Operations Specialist is expected to quickly assess operational health, identify root causes of underperformance, and implement solutions that drive measurable outcomes.

Assignments are dynamic and business-driven, requiring approximately 80% travel, including the ability to provide weekend and extended-hour coverage during peak operational periods.

What You Will Do

Operational Leadership and Execution

• Assume full operational leadership of a community when assigned, including decision-making authority across leasing, financial performance, team leadership, and resident experience.

• Rapidly assess property performance across operations, leasing, financials, resident satisfaction, and compliance to identify risks, inefficiencies, and opportunities.

• Develop and execute action plans to stabilize operations, improve execution, and drive performance against key metrics such as occupancy, collections, retention, and NOI.

• Ensure consistent execution of company standards, policies, and operational processes, reinforcing accountability at the site level.

• Serve as the escalation point for complex operational, resident, or team-related issues requiring advanced problem-solving and sound judgment.

People Leadership and Team Effectiveness

• Provide direct, hands-on leadership to on-site teams in the absence of a permanent Community Manager, setting expectations for performance, accountability, and service delivery.

• Coach, develop, and influence team members to improve execution, productivity, and alignment with company standards.

• Lead hiring, onboarding, and training efforts in partnership with Talent Acquisition and People Operations when staffing gaps exist.

• Facilitate team meetings, performance conversations, and real-time coaching to improve individual and team outcomes.

• Address employee performance concerns, providing feedback and support while ensuring alignment with company expectations and policies.

Leasing, Marketing, and Revenue Performance

• Drive leasing performance through hands-on execution and strategic oversight of traffic generation, conversion, and renewal efforts.

• Evaluate leasing funnel performance, pricing strategy execution, and competitive positioning to identify opportunities to improve occupancy and revenue.

• Implement leasing and marketing strategies aligned with market conditions and business goals, adjusting approach based on real-time performance data.

• Partner cross-functionally with Marketing and Revenue Management to optimize lead generation, campaign execution, and pricing effectiveness.

Financial and Business Performance

• Support ownership and execution of property-level financial performance, including revenue, collections, expenses, and variance management.

• Monitor delinquency and collections processes, ensuring timely execution of notices, outreach to residents and guarantors, and escalation to legal action when necessary.

• Review and support financial reporting, approvals, and documentation to ensure accuracy, timeliness, and compliance with company standards.

• Identify opportunities to improve financial performance through operational efficiencies, revenue enhancement, and expense control.

Resident Experience and Service Delivery

• Establish and reinforce expectations for a high-quality, hospitality-driven resident experience.

• Serve as the primary escalation point for complex resident concerns, ensuring timely, appropriate resolution and service recovery.

• Ensure consistent delivery of service standards that enhance resident satisfaction, retention, and overall community reputation.

Compliance, Risk Management, and Operational Integrity

• Ensure compliance with all company policies, procedures, and applicable legal requirements, mitigating operational and financial risk.

• Maintain accurate documentation, reporting, and execution of operational processes including incident reporting, inspections, and audits.

• Identify operational risks proactively and implement solutions to prevent disruption to residents or business performance.

Turn, Transitions, and Special Projects

• Lead and support critical operational periods including move-in, move-out, and turn, ensuring execution meets timeline, quality, and resident experience expectations.

• Provide operational support for new developments, acquisitions, and underperforming assets, ensuring successful transitions and stabilization.

• Lead or contribute to special projects and company initiatives that improve processes, performance, or scalability across the portfolio.

Training and Organizational Impact

• Deliver structured and informal training on systems, processes, policies, and operational standards.

• Reinforce company culture and values by modeling expectations and driving consistency across teams and markets.

• Share insights and best practices gathered from the field to support continuous improvement at the portfolio level.

Other

• Work a full schedule including extended hours, evenings, weekends, and travel as required by business needs.

• Perform all physical requirements of the role, including lifting up to 50 pounds and supporting operational tasks on-site.

• Perform all other duties and responsibilities as assigned.

Ideally, You'll Have

• 3+ years of property management or related operational experience with demonstrated progression in responsibility

• Prior experience operating at or near the Community Manager level with exposure to full property operations

• Experience serving as an interim leader, floating manager, regional support resource, or operational consultant

• Proven ability to lead teams, influence performance, and drive operational outcomes

• Demonstrated ability to independently manage competing priorities and make decisions in fast-paced, ambiguous environments

• Experience entering new environments, building credibility quickly, and driving results through influence and execution

• Strong financial acumen, including understanding of property-level performance metrics and reporting

• Ability and willingness to travel extensively and adapt to changing business needs and assignments

• Proficiency in Microsoft Office, and property management systems

You'll crush it if you have experience with

• Experience in student housing, multifamily, or build-to-rent environments

• Experience supporting lease-ups, new developments, or operational turnarounds

• Proficiency in Entrata, Yardi, or similar platforms

• A track record of improving occupancy, collections, team performance, or resident satisfaction in underperforming environments

Organizational Structure

Reports to: Manager, Operations Support

Direct Reports: N/A

Disclaimer

Please note that job responsibilities, reporting lines, and duties outlined in this job description are subject to change to meet the evolving needs of the organization.

Pay Range

USD $80,000.00 - USD $90,000.00 /Yr.
Additional Compensation

Employees may be eligible for discretionary bonuses, typically 10% of base salary annually, depending on individual and organizational performance.
Compensation Disclosure

The compensation range listed reflects the base salary or hourly rate that we reasonably and in good faith expect to offer for this role at the time of posting. Actual compensation may vary based on factors such as education, experience, skills, certifications, seniority, geographic location, and business needs.

This role may be eligible for additional forms of compensation, including bonuses, commissions, stipends, or non-cash incentives, depending on position and performance. Benefits may include health insurance, retirement plans, paid time off, and other role-based offerings, subject to eligibility requirements.

All compensation components are subject to change based on business needs or market conditions.