Manager Resident Operations - Progress Residential

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.

Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

Position Summary:

The Manager Resident Operations (MRO) is responsible for a team of Resident Relations Specialists (RRS) who deliver the Progress Customer Service experience during the new home orientation with each resident. They set the stage for residency experience to include the expectations of the services that Progress Property Management (PPM) provides as well as the resident’s expectations to maintain the home. The RRS team is responsible for ensuring a smooth transition into a Progress home that will set the expectation of what the resident is responsible for during their residency. They are the conduit that provides the new resident with appropriate contact information to key personnel in the market and organization. The MRO provides guidance, training and coaching to RRS team members.

Essential Functions:

• Oversee and manage development of RRS staff in terms of guidance, training, coaching, and shadowing

• Recruit, hire, and train qualified, dynamic, high performance property management teams

• Establish environment that promotes teamwork and cohesion with Sales, Operations, Service, and construction teams to drive P&L performance

• Ensure a consistent, resident focused move in experience and audit compliance for move in documentation

• Lead team in maintaining a high degree of customer service and competency level in all resident interactions, whether over the phone or email, through formal written communication or in person

• Drive optimal results on Google, social media, and resident surveys/feedback and ensure market is focused on enhancing the resident experience

• Collaborate with central departments to include approving move in requests, application and lease follow-up, and fleet management

• Provide back-up coverage for RRS team members

• Ensure that vacant on-market homes are clean/functioning and ensure RRS team is walking assigned homes within 48 hours of "rent ready"

• Ensure team demonstrates basic maintenance and repair skills such as minor repairs to home: changing smoke detector batteries, light bulbs, filters, winterization, etc.

• Provides oversight of vacant home walks and ensure team performs light cleans to ensure asset shows well and is prepared for new resident, as applicable.

• Ensures team prepared homes for move in by Identifying any issues, removing signage, re-keying the home, reprograming garage remotes and placing keys back into the lock box

• Confirms lease has been signed and all move in monies have been collected prior to the move in date or re-schedules with the support of Application Coordinator if all documentation and move in monies have not been paid

• Provides feedback and training on new resident orientation for assigned move ins and ensures all items are complete on the Move-in Checklist

• Ensures required move in inspection documentation (including photographs) is completed with accuracy and uploaded into Salesforce in a timely manner

• Completes move in follow-up within 24 to 48 hours ensuring to communicate utility transfers, renter’s insurance requirements and rent due dates

• Ensure customer case tasks are responded to in a timely manner

• Research and process credit requests, as needed

• Carry out other duties as assigned that are in the best interests of the company

Qualifications:

• Bachelor’s Degree in Business or 4+ years of progressive property management work experience

• High School Diploma or equivalent

• 3+ years of previous property management experience in either the single family or multi-family rental industry

• 2+ years of supervisory experience

• Real Estate license preferred

• Must have a valid Driver’s License

• Ability to build and maintain positive relationships internally and externally

• Possesses strong organizational skills and is detail oriented

• Ability to thrive in a dynamic, fast-changing, growth environment

• Fosters teamwork and mutual respect throughout the company

• Interacts productively in person and through technology with co-workers, team members

• Excellent oral and written communication skills

• Computer literacy, ability to comfortably navigate new technology and competency in MS Office suite a must

• Previous use of Yardi Voyager and Salesforce a plus

Competencies:

• Developing Direct Reports & Others

• Decision Quality

• Motivating Others

• Hiring and Staffing

• Developing Effective Teams

• Customer Focus

• Problem Solving

• Strategic Agility

• Physical Demands:

• Sitting for extended periods of time using office equipment and computers

• Moderate stooping, kneeling, crouching, reaching, standing

• May entail light lifting of supplies and materials occasionally, up to and including 25lbs

• Ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate

• Walking for extended periods of time

• Sustains substantially recurring movements to fingers, hands, wrist, legs and feet

• Ability to judge distances and spatial relationships

• Ability to identify and distinguish color

• Ability to distinguish the differences and similarities in odors

What you can expect from us:

Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
  

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.

Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.

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