Resident Services Operations Leader

Cortland; Atlanta (GA); On-site; USD 85,000 - 120,000; Full time

Job summary

Cortland is seeking an Operations Manager, Resident Services in Atlanta to lead a centralized contact center team, delivering consistent, resident-focused service across markets. You will oversee supervisors, forecast staffing, and drive performance improvements to enhance the resident experience.

The role requires 5+ years in multifamily or contact center operations, strong leadership and data-analysis skills, and proficiency with RealPage and CRM systems.

Qualifications

• High school diploma or equivalent required
• Bachelor’s degree preferred
• 5+ years of experience in multifamily operations or contact center management
• Strong understanding of screening processes, Fair Housing, and regulatory standards
• Proven success in managing multi-team operations
• Excellent communication, leadership and interpersonal skills
• Ability to analyze data, forecast performance, and make data-driven decisions
• Proficiency in Microsoft Office Suite, RealPage, Funnel, and other CRM systems
• Highly organized with proactive problem solving and ability to manage multiple priorities

Responsibilities

• Oversee supervisors and associates delivering resident services across markets
• Lead daily team huddles and align operational updates
• Coach teams to develop leadership and accountability
• Manage scheduling, forecasting, and staffing to meet service levels
• Drive performance strategies to improve renewals, efficiency and service quality
• Collaborate with other leaders to identify opportunities for improvement
• Report performance trends to executives and partners
• Coordinate with tech, training, HR and analytics to support sales and service goals
• Support escalation management and policy compliance

Skills

Leadership

Communication

Interpersonal skills

Data analysis

Forecasting

Microsoft Office

CRM systems

Problem solving

Multi-team management

Fair Housing knowledge

Regulatory standards

Scheduling

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office Suite

RealPage

Funnel

CRM systems

Job description

Cortland is seeking an Operations Manager, Resident Services in Atlanta to lead a centralized contact center team, delivering consistent, resident-focused service across markets. You will oversee supervisors, forecast staffing, and drive performance improvements to enhance the resident experience.

The role requires 5+ years in multifamily or contact center operations, strong leadership and data-analysis skills, and proficiency with RealPage and CRM systems.