Multi-Site Operations Manager (Multi Family)

Birge & Held; Indianapolis (IN); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Generous paid time off (PTO) policy

Volunteer Paid Time Off

Monthly commission opportunities

Wellness program

401(k) plan with employer contributions

Job summary

A community-focused property management company in Indianapolis seeks a Multi-Site Operations Manager to oversee daily operations of multiple apartment communities. This role requires strong leadership and customer service skills to enhance resident satisfaction while ensuring compliance with company policies. Ideal candidates should have management experience in the multifamily or hospitality sector and be proficient in property management software. Enjoy a generous PTO policy and support for professional development in this dynamic environment.

Qualifications

• Minimum 3 years of management experience leading a team.
• Minimum 2 years of customer service experience in multi-family or hospitality industry, preferred.
• Experience in property financial analysis and understanding financial reports.

Responsibilities

• Oversee day-to-day operations of multiple apartment communities.
• Manage onsite team, optimizing resident satisfaction.
• Ensure properties meet excellent standards for curb appeal.

Skills

Customer service

Interpersonal skills

Communication skills

Leadership

Proactive mindset

Education

High school diploma or equivalent

Tools

Property management software (e.g., Onesite, Yardi)

Microsoft Office suite

Customer relationship management tools

Job description

Overview

Birge & Held – Investing in Communities to Transform Lives. Supporting 2 Multifamily Communities – 431 Units.

Position Overview

The Multi-Site Operations Manager is responsible for overseeing the day-to-day operations of multiple multifamily apartment communities, ensuring they operate efficiently, maintain excellent curb appeal, and provide an exceptional experience for residents and prospects. This role includes managing the assigned onsite team, optimizing resident satisfaction, working alongside Birge & Held’s offsite centralized team members and ensuring the property’s value is maximized through operational excellence and attention to detail. The success of this role will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level. This role will report to the Regional Property Manager.

Key Responsibilities

• Property and Asset Management: Work cross-functionally across all teams to ensure eviction processes are performed according to company policy.
• Property oversight: Oversee all aspects of the apartment communities to maintain financial goals and metrics, ensure the properties are well-maintained and meet company standards.
• Physical condition and curb appeal: Regularly inspect designated assets’ physical condition, ensuring great curb appeal, clean common areas, and a safe environment.
• Repairs and upgrades: Coordinate and supervise repairs, and upgrades to maintain property enhancements and product availability.
• Budget management: Monitor and manage budgets ensuring cost-effectiveness without compromising quality.
• POPIC claims: Submit Property Owners Protection Insurance Company (POPIC) claims per our standard operating procedures (SOPs).

Team Leadership and Management

• Recruit, develop, train, and lead the onsite team to deliver high-quality resident and prospect interactions.
• Establish and document performance goals for team members and provide regular feedback to encourage professional growth and accountability.
• Foster a collaborative and resident-focused culture to drive excellence in service delivery.

Resident & Prospect Satisfaction

• Oversee the customer experience to ensure residents and prospects receive timely, courteous, and professional service.
• Monitor resident feedback and satisfaction scores to identify areas for improvement and implement changes to enhance the resident experience.
• Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions that align with company policies.

Leasing and Prospect Engagement

• Collaborate cross-functionally with the Sales & Leasing team to support marketing efforts and maintain occupancy and revenue goals.
• Ensure the sales process, including tours, move-ins, and move-outs, are seamless and professional.
• Monitor feedback and collaborate cross-functionally to enhance the customer experience.

Compliance and Reporting

• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to multifamily communities to ensure compliance with local regulations, company policies, and industry standards.
• Maintain accurate records for resident interactions, leasing, maintenance, and other operational activities.
• Prepare and present regular reports on property performance, resident satisfaction, and operational efficiency to senior management.

Education, Experience, And Skills

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer-focused mindset.
• Strong verbal and written communication skills.
• A minimum of three (3) years of management experience leading a team.
• A minimum of two (2) years of customer service experience working within the multi-family or hospitality industry, preferred.
• Experience in property financial analysis and ability to read and understand financial reports.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools.
• Be a self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement the next steps.
• Exhibit professionalism and discretion in interactions with coworkers, residents, vendors, and the community.
• Must be able to effectively manage in a crisis.
• A desire for professional development and continued learning.
• Ability to manage one’s time effectively and productively.
• High school diploma or equivalent (e.g., GED) required.

What We Offer

• Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year. In addition to traditional PTO, you’ll receive 12 full days and two half-day holidays including a floating holiday and your birthday. Separately, if you’ve served in the military, you’ll receive Veterans Day as a paid day off.
• Make a difference in your community with 8 hours of Volunteer Paid Time Off (PTO) each year, giving you the ability to support a cause or organization of your choice.
• Take advantage of supportive leave benefits, including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
• Boost your earnings with monthly commission opportunities and additional quarterly bonuses, both based on site-specific Key Performance Indicators (KPIs).
• Save on living expenses with exclusive employee discounts at Birge & Held properties.
• Prioritize your well-being with a robust wellness program that supports your physical, mental, and emotional health, including up to $25 in monthly gym membership reimbursements and access to certified health coaches.
• Access competitive dental, vision, and comprehensive medical plans, with online tools to manage benefits.
• Be enrolled in a 401(k) plan with competitive employer contributions.
• Automatic enrollment in the company-paid basic life insurance policy with options to elect supplemental life insurance and other ancillary benefits (e.g., LTD, STD, and Critical Illness Insurance).
• Monthly phone stipend of up to $50 to help cover mobile service costs.
• Grow your career with the support of a Talent Development team and a tuition reimbursement program.
• Be part of an organization consistently recognized as one of the Top Workplaces in the USA.

Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.

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