Head of Programme Management

BH Management Services, LLC; Indiana; À distance; USD 80 000 - 110 000; Plein temps

Résumé du poste

BH Management Services, LLC is seeking a remote Resident Connectivity Program Manager to lead the organizational strategy for resident internet and IoT initiatives across a diverse portfolio. You will drive program consistency, operational excellence, and measurable business results while collaborating with property operations, marketing, and external partners.

The role focuses on optimizing connectivity initiatives, improving resident satisfaction, and delivering financial performance across

Qualifications

• Associate’s degree preferred; equivalent experience considered.
• ~2+ years in multifamily property management, program management, operations, technology implementation, or related field preferred.
• Ability to manage multiple priorities, deadlines in a fast-paced environment with high accuracy and detail.
• Willingness to travel up to 60% including local and overnight travel.
• Proficiency with Microsoft Office Suite and data analytics tools; experience with Adobe products is a plus.

Responsabilités

• Lead and manage the Resident Connectivity, Internet, and IoT programs across the portfolio.
• Collaborate with Property Operations, Marketing, Centralized Operations, and external partners to maximize performance.
• Define and track program goals, KPIs, and performance metrics for executive presentation.
• Ensure adherence to security, onboarding, and invoicing standards within programs.
• Coordinate installations, upgrades, and vendor management while controlling budgets and timelines.
• Travel to markets as needed to oversee deployments and ensure program success.

Connaissances

Program management

Stakeholder coordination

Data analysis

Travel up to 60%

Microsoft Office

Formation

Associate degree

Outils

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Adobe products

Project management software

Description du poste

BH Management, LLC is a people-first multifamily owner and operator that grew from a small startup into one of the nation's largest commercial real estate companies. Today, BH manages over 100,000 units, employs over 2,800 people, owns its processes in-house, and is praised by Fortune Magazine as the “Best Workplace for Women,” “Best Workplace for Millennials,” and “Best Workplaces for Diversity.” Powered by innovation and a can-do attitude, BH improves daily, striving to construct a smarter way to live, invest, manage, and grow.

While this is a remote position, we are only able to hire candidates who reside in the following states due to employment eligibility requirements: The Resident WiFi Connectivity Program Manager is responsible for the strategic leadership, execution, and continuous evolution of the organization's Resident Connectivity, Internet, and IoT programs across the portfolio.

This role ensures the successful implementation, optimization, and ongoing support of connectivity initiatives, driving program consistency, operational excellence, and measurable business results.

Serving as the primary business owner for resident connectivity programs, this position collaborates closely with Property Operations, Marketing, Centralized Operations, executive leadership, internal stakeholders, and external partners to maximize program performance, enhance the resident experience, and improve operational efficiency. The Resident Connectivity Program Manager leverages data, insights, and cross-functional partnerships to drive portfolio-wide objectives, identify opportunities for innovation and continuous improvement, and ensure the successful delivery of strategic initiatives that create value for residents and the organization.

Lead and execute the Resident Internet and Smart Technology 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; Ensure consistent program execution and standards across all markets and communities.

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.

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

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

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.

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.

Ensure adherence to networking, cybersecurity, and technology standards.

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

Support enterprise strategic initiatives related to resident technology and innovation.

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.

Demonstrate a strong commitment to internal and external customer service.

Associate’s degree in Business, Project Management, Communications, Information Technology, or a related field preferred; an equivalent combination of education, training, and relevant experience will be considered.

• ~2+ years of experience in multifamily property management, program management, operations, technology implementation, or a related industry preferred.
• ~ Demonstrated ability to manage multiple priorities, projects, and deadlines in a fast‑paced environment while maintaining a high level of accuracy and attention to detail.
• ~ Ability and willingness to travel up to 60%, including local and overnight travel within assigned markets and regions utilizing automobile and air transportation as needed.
• ~ Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, with the ability to leverage technology and business applications to analyze data, track performance, and support decision‑making. Experience with Adobe products and project management software preferred.
• ~ Working knowledge of project management methodologies, tools, and best practices, including planning, implementation, stakeholder coordination, and performance tracking.
• ~ Demonstrated ability to build collaborative relationships and influence outcomes across a broad range of stakeholders, including onsite teams, corporate partners, residents, vendors, and external service providers.
• ~ Ability to work independently with minimal supervision while effectively contributing within a cross‑functional, team‑oriented environment.
• ~ Commitment to delivering exceptional customer and resident experiences while supporting operational excellence and organizational objectives.

Work Schedule: Monday-Friday (work schedule may vary). Some overtime may be required and ability to work extended hours as needed to meet business needs.

This job generally operates in a professional office environment but may also occasionally operate in an outdoor environment. While performing the duties of this job, employees must be able to remain in a stationary position for extended periods, occasionally moves throughout the office, constantly operates a computer and other office equipment, frequent and repetitive motion, including movements of the wrists, hands and/or fingers, communicate regularly and effectively with others, both written and verbally, and may occasionally lift up to 30 pounds. This position requires close visual acuity to perform an activity such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading. The ability and means to travel locally, overnight, in specific regions or states via automobile and airplane may be required.

We foster the diverse voices of our community by advocating for inclusivity, celebrating our differences, and continually evolving our practice to make BH a better place to work and live.