Job DescriptionThe Operations Manager leads and optimizes team performance to achieve target metrics and goals. This role enforces compliance with schedules, policies, and procedures, providing training and quality control, and managing inventory and vehicle upkeep. The Operations Manager ensures effective communication, monitors key performance indicators, and collaborates cross-functionally to enhance operations and resident experience.
Essential Duties and Responsibilities:Essential duties and responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.
- Understand the markets target metrics, goals, and overall vacant portfolio performance in order to direct the team appropriately and drive results
- Enforce/Manage team compliance with schedules, policies, processes, and procedures to ensure optimal performance and a consistent customer experience
- Act as a training and quality control resource to ensure proper workflows for all market AMM-O's and maintenance coordinators, that handle occupied work orders, etc.
- Ensure that all inventory related to van stock and supplies is monitored and optimized for performance
- Monitor daily driving behavior of occupied technicians to maintain proper upkeep of company vehicles
- Forecast/Manage Occupancy Timelines, and manage the Acquisition and Disposition Processes
- Ensure that all team members are properly trained and that they have the appropriate tools to succeed
- Display exceptional knowledge of Tricon's policies, processes, and initiatives
- Alert all appropriate management/parties immediately of any potential habitability/legal/escalated resident concerns/HR issues
- Communicate promptly and effectively any company updates, financial results, and new objectives with team members
- Collaborate with and support the Centralized Review team on project review
- Scrub all appropriate daily/weekly/monthly reporting for accuracy
- Work collaboratively with Operations Manager Vacant to ensure all team timelines, expectations, standards and goals are met, and to provide support and assist with communication when needed to ensure the team functions cohesively to achieve results and prevent gaps in resident experience
- Audit SODA/scope documents for accurate resident chargebacks
- Create a clearly defined roadmap for team members to assist them in meeting company expectations and to achieve their personal goals
- Hold self and team accountable to all budgets, goals, metrics and company initiatives as well as demonstrate Tricon Guiding Principles in all interactions
- Provide excellent customer service to both internal and external customers, going above and beyond the requirements of role to exceed company standards
- Collaborate cross-functionally with other departments to resolve issues, provide insight and creative solutions, and give feedback on current processes/tools when needed
Qualifications:- Prior property management experience
- Ability to analyze multiple data sets and make sound business recommendations accordingly
- Collaborative, team player
- Ability to think critically and solve problems
- Excellent time management skills
- Adaptable to change and forward thinking
- Excellent communication skills both written and verbal
- Ability to work well using mobile office electronic tools and systems
- Basic accounting and math skills, excellent analytical skills
- Excellent Customer Service Skills required
- Desire for continuous development
Minimum Requirements:- BA/BS preferred or equivalent experience
- At least 5 years of residential management, single-family home preferred
- Demonstrated attention to detail
- Basic financial acumen
Preferred Attributes: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, including:
- Frequently required to sit, talk, and hear.
- Regularly required to stand and move; use hands to grasp, squeeze, finger, handle, and feel; reach, push, and pull with hands and arms; twist; reach overhead; stoop, kneel, squat, bend, and crouch.
- Regularly required to climb and descend stairs and ladders.
- Regularly lift, carry, and move up to 50 pounds.
- Vision abilities required by this job include close vision, distance vision, and depth perception.
- If driving a company-provided vehicle: coordinate hands and feet, incorporating vision and hearing, to drive safely.
