Multifamily Operations & Customer Experience Lead

Birge & Held; Columbus (IN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

PTO up to 18 days

Volunteer PTO

Parental leave

Quarterly bonuses

Employee discounts

Wellness program

401(k) plan with company match

Life insurance options

Monthly phone stipend

Tuition reimbursement

Job summary

Birge & Held is seeking an Operations Manager to oversee day-to-day operations across multiple multifamily communities in Columbus, IN. You will lead the on-site Customer Experience Team, partner with centralized staff, and drive performance against KPIs with a focus on resident satisfaction and property value.

This role reports to the Regional Property Manager and requires hands-on leadership, strong financial acumen, and a proactive approach to maintenance, leasing, and service quality to

Qualifications

• Three years of management experience leading a team.
• Two years of customer service in multifamily or hospitality.
• Experience in property financial analysis and reading financial reports.
• Proficiency in property management software (OneSite, Yardi) and Microsoft Office.
• Self-starter with proactive, solutions-driven mindset.
• Excellent written and verbal communication.
• Strong interpersonal skills and customer-focused.
• Ability to manage effectively in a crisis.
• Cross-functional collaboration experience.

Responsibilities

• Oversee eviction processes per policy.
• Maintain financial goals and property standards.
• Inspect assets for curb appeal and safety.
• Coordinate repairs and upgrades.
• Monitor budgets and cost-effectiveness.
• Submit POPIC claims per SOPs.
• Lead the on-site Customer Experience Team.
• Ensure timely, courteous resident service.

Skills

Leadership

Customer service

Interpersonal skills

Communication

Crisis management

Time management

Team leadership

Proactive mindset

Education

High school diploma

Tools

Yardi

OneSite

Microsoft Office

CRM tools

Job description

Birge & Held is seeking an Operations Manager to oversee day-to-day operations across multiple multifamily communities in Columbus, IN. You will lead the on-site Customer Experience Team, partner with centralized staff, and drive performance against KPIs with a focus on resident satisfaction and property value.

This role reports to the Regional Property Manager and requires hands-on leadership, strong financial acumen, and a proactive approach to maintenance, leasing, and service quality to