Operations Manager

Birge & Held; Lubbock (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

PTO

Volunteer PTO

Parental leave

Quarterly bonus

Employee discounts

Gym stipend

Medical plans

401(k)

Life insurance

Phone stipend

Tuition reimbursement

Top Workplace award

Job summary

Birge & HLD seeks an Operations Manager to oversee day-to-day operations of multiple multifamily communities. You will manage the on-site Customer Experience Team, optimize resident satisfaction, and maximize property value through operational excellence.

Report to the Regional Property Manager and drive KPI attainment. Key responsibilities include cross-functional collaboration, budget monitoring, compliance, and delivering timely, professional service to residents and prospects.

Qualifications

• Minimum of three (3) years of management experience.
• Minimum of two (2) years of customer service experience within the multifamily or hospitality industry (preferred).
• Experience in property financial analysis and ability to read and understand financial reports.
• Proficiency in property management software (OneSite, Yardi, or similar), Microsoft Office suite, and CRM tools.
• Self-starter with a proactive, solutions-driven mindset.
• Professionalism and discretion in all interactions.

Responsibilities

• Oversee day-to-day operations of multiple apartment communities.
• Lead on-site Customer Experience Team to deliver high-quality interactions.
• Collaborate with Marketing to support occupancy and revenue goals.
• Coordinate with Central Property Operations for move-in, renewal pricing, and notices.
• Ensure compliance with Fair Housing, ADA, and other laws; maintain records.
• Prepare regular reports on property performance and operations.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Team management

Crisis management

Time management

Adaptability

Education

High school diploma or GED

Tools

OneSite

Yardi

CRM tools

Job description

BIRGE & HLD

Investing in Communities to Transform Lives.

Position Overview

The Operations Manager is responsible for overseeing the day‑to‑day operations of multiple multifamily apartment communities. The role includes managing the on‑site Customer Experience Team, optimizing resident satisfaction, and ensuring the property’s value is maximized through operational excellence and attention to detail. Success is measured by attainment of key performance indicators (KPIs) and quarterly goals at the individual and community level. This role reports 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.
• Oversee all aspects of the apartment communities to maintain financial goals and metrics, ensure the properties are well maintained and meet company standards.
• Regularly inspect assets’ physical condition, ensuring great curb appeal, clean common areas, and a safe environment.
• Coordinate and supervise repairs and upgrades to maintain property enhancements and product availability.
• Monitor and manage budgets, ensuring cost‑effectiveness without compromising quality.
• Submit POPIC claims per standard operating procedures.

Team Leadership and Management

• Recruit, develop, train, and lead the on–site Customer Experience 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.
• 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 Marketing team to support marketing efforts and lead generation to 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.

Collaboration with Central Property Operations

• Partner with the Resident Screening team to ensure applications are processed quickly and accurately, preparing residents and units for a smooth handoff back to the site for move‑in execution after screening and lease completion.
• Collaborate with Resident Services to ensure timely renewal pricing is available and communicated, and that move‑out damages are documented and submitted promptly to support accurate billbacks.
• Work alongside the AR team by providing on‑the‑ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication.

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 pertinent to multifamily communities.
• 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.
• Minimum of three (3) years of management experience leading a team.
• Minimum of two (2) years of customer service experience within the multifamily 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 CRM tools.
• Self‑starter with a proactive, solutions‑driven mindset.
• Professionalism and discretion in all interactions.
• Ability to effectively manage in a crisis.
• Desire for professional development and continued learning.
• Effective time management and productivity.
• Ability to perform at a high level in a fast‑paced environment while adapting to changing priorities.
• A high school diploma or equivalent (e.g., GED) required.

What We Offer

• Generous paid time‑off policy: up to 18 days PTO per year, 12 full days and 2 half‑day holidays, floating holiday, birthday, and Veterans Day for military service.
• Volunteer Paid Time Off: 8 hours each year.
• Supportive leave benefits: up to 3 weeks paid parental leave and 6 weeks paid childbirth leave.
• Monthly commission opportunities and quarterly bonus based on KPI performance.
• Employee discounts at Birge & HLD properties.
• Wellness program: up to $25 monthly gym membership reimbursement and access to certified health coaches.
• Competitive dental, vision, and comprehensive medical plans with online benefits tools.
• 401(k) plan with competitive employer contributions.
• Automatic enrollment in basic life insurance with additional options for supplemental, LTD, STD, and Critical Illness Insurance.
• Monthly phone stipend up to $50.
• Career growth through Talent Development and tuition reimbursement.
• Recognized as one of the Top Workplaces in the USA.

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