Position Summary: 

The Resident Internet Program Manager leads the strategy, execution, and ongoing optimization of the organization’s Resident Internet Program across the portfolio. This role oversees program implementation, support, and enhancements, ensuring consistency, operational excellence, and measurable business outcomes.

As the business lead for the program, this position partners cross-functionally with Property Operations, internal teams, executive leadership, and third-party providers to maximize program value, enhance the resident experience, and improve operational efficiency. The Resident Internet Program Manager drives performance against portfolio-wide goals by delivering results, identifying opportunities for continuous improvement, and ensuring effective execution of strategic initiatives.

Essential Job Functions:

• Lead and execute the Resident Internet Program strategy across the portfolio, aligning with organizational goals and performance targets.

• Develop initiatives that improve operational efficiency, increase resident adoption and satisfaction, and drive financial performance.

• Define, track, and report on program goals, KPIs, and performance metrics to internal stakeholders and executive leadership.

• Evaluate program effectiveness using data, industry insights, and stakeholder feedback; recommend and implement enhancements.

• Ensure consistent program execution and standards across all markets and communities.

• Lead, coach, and develop team members, fostering a culture of accountability, collaboration, and continuous improvement.

• Set clear performance expectations and provide ongoing feedback and development opportunities.

• Manage resource planning, workload distribution, and project assignments to align with priorities.

• Support hiring, onboarding, training, performance evaluations, and succession planning.

• Oversee multiple concurrent installations, conversions, upgrades, and technology initiatives.

• Ensure projects are completed on time, within scope, and within budget.

• Identify risks, remove obstacles, and proactively resolve issues to minimize operational impact.

• Escalate critical issues with recommended solutions and clear executive communication.

• Partner with Operations, Construction, IT, Marketing, Accounting, Procurement, Compliance, and external vendors to deliver program initiatives.

• Build and maintain strong relationships with internet service providers, installation vendors, and technology partners.

• Manage vendor performance, ensuring adherence to contracts, service levels, quality standards, and timelines.

• Lead vendor reviews and identify opportunities to improve service delivery and outcomes.

• Ensure compliance with company standards for networking, security, onboarding, insurance, and invoicing.

• Analyze portfolio performance to identify opportunities to improve utilization, revenue, efficiency, and resident satisfaction.

• Monitor key metrics such as installation timelines, service quality, adoption rates, customer feedback, and vendor performance.

• Support budgeting, forecasting, and long-term technology planning for the program.

• Partners with onsite teams to support implementation, training, issue resolution, and operational readiness.

• Oversee quality assurance processes for installations and program compliance.

• Coordinate resident communications and marketing efforts related to internet services.

• Maintain accurate project documentation within company-approved systems.

• Support implementation and adoption of program-related technologies and platforms.

• Utilize Microsoft 365, project management tools, reporting platforms, and property management systems to monitor program performance.

• Coordinate troubleshooting efforts with IT teams and vendors.

• Ensure adherence to networking, cybersecurity, and technology standards.

• Lead cross-functional meetings and facilitate alignment across departments.

• Present program updates, performance insights, risks, and recommendations to executive leadership.

• Support enterprise strategic initiatives related to resident technology and innovation.

• Identify opportunities to improve processes and standardize best practices across the organization.

• Champion a high-quality resident experience through reliable internet services and responsive program management.

• Support onsite teams with guidance, training, and resources.

• Ensure resident concerns are addressed promptly and effectively.

• Support departmental and organizational initiatives.

• Demonstrate a strong commitment to internal and external customer service.

• Represent the organization professionally in all interactions.

• Other duties as assigned.

Minimum Qualifications/Skills:

• Associate’s degree in business or a related field preferred; equivalent combination of education and relevant experience will be considered.

• 2 + years of experience in multifamily property management or a related industry preferred.

• Ability and willingness to travel up to 60%, including local and overnight travel within assigned regions; travel may include automobile and air transportation.

• Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Access, as well as Adobe and project scheduling tools.

• Strong organizational skills with the ability to manage workflows independently, prioritize effectively, and handle multiple projects simultaneously.

• Ability to collaborate effectively in a team-oriented environment while also working independently when needed.

• Working knowledge of project management principles and practices.

• Strong written and verbal communication skills.

• Ability to work effectively with a diverse range of stakeholders, including team members, residents, and external partners.

Work Schedule: Monday-Friday (work schedule may vary depending on business needs).

Physical Requirements/Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.