Head of Programme Management

BH Management Services, LLC; Utah; Remote; USD 90,000 - 130,000; Full time

Job summary

BH Management, LLC is seeking a Remote Resident Connectivity Program Manager to lead the strategy and execution of internet, IoT, and smart technology initiatives across the portfolio. The role collaborates with Operations, Marketing, IT, and external partners to optimize program performance and resident satisfaction.

You will define KPIs, manage concurrent projects, and drive operational efficiency while maintaining budget and schedule compliance.

Qualifications

• ~2+ years of experience in multifamily property management, program management, operations, or related industry.
• Ability to travel up to 60% including local and overnight travel.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Experience with Adobe products and project management software preferred.
• Knowledge of project management methodologies and performance tracking.
• Ability to build collaborative relationships across stakeholders.
• Ability to work independently within a cross-functional team.
• Commitment to delivering excellent customer and resident experiences.

Responsibilities

• Lead and manage Resident Connectivity and IoT programs across the portfolio.
• Collaborate with Property Operations, Marketing, Centralized Operations, and external partners.
• Define, track, and report on program KPIs and performance metrics.
• Oversee multiple installations, upgrades, and technology initiatives.
• Ensure projects are completed on time, within scope and budget.
• Identify risks and resolve issues to minimize operational impact.
• Coordinate with vendors to ensure contracts and SLAs are met.
• Support hiring, onboarding, training, and performance evaluations.

Skills

Multifamily management

Program management

Operations

Technical implementation

Microsoft Office

Vendor management

Cross-functional collaboration

Education

Associate’s degree or equivalent

Tools

Microsoft Office Suite

Adobe products

Project management software

Job description

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.