Resident Support Ops Manager: People & Performance

TAH Operations LLC (1LT); Houston (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

Tricon is seeking an Operations Manager – Resident Support to lead the resident support functions across the designated portfolio. You will oversee Compliance, Resident Experience & Satisfaction and financial performance, guiding a team of Resident Support Managers to deliver exceptional service.

This role focuses on building a results-driven culture, achieving CSAT targets, and ensuring adherence to policies while mentoring future leaders within the organization.

Qualifications

• Ability to analyze multiple data sets and make sound business recommendations.
• Collaborative, team player.
• Ability to think critically and solve problems.
• Excellent time management skills.
• Adaptable to change and forward thinking.
• Excellent communication skills both written and verbal.
• Ability to work well using mobile office electronic tools and systems.
• Basic accounting and math skills, excellent analytical skills.
• Excellent customer service skills required.
• Knowledge of Yardi preferred.
• Desire for continuous development.

Responsibilities

• Ensure residents are treated with dignity and respect in every interaction.
• Guide team to achieve CSAT goals and mid-year reviews.
• Mentor team to develop future leaders and high-performing resident support.
• Create roadmap for team to meet company expectations.
• Monitor portfolio metrics and drive performance.
• Lead weekly meetings to review resident issues and escalate when needed.
• Ensure training and tools are available for team.
• Communicate company updates and objectives to the team.
• Sign move-in leases in a timely manner.
• Audit charges and ensure deposits comply with state laws.
• Resolve resident escalations and maintain service quality.

Skills

Data analysis

Team collaboration

Critical thinking

Time management

Adaptability

Communication skills

Mobile office tools

Accounting basics

Customer service

Yardi knowledge

Continuous learning

Education

BA/BS or equivalent experience

Tools

Yardi software

Job description

Tricon is seeking an Operations Manager – Resident Support to lead the resident support functions across the designated portfolio. You will oversee Compliance, Resident Experience & Satisfaction and financial performance, guiding a team of Resident Support Managers to deliver exceptional service.

This role focuses on building a results-driven culture, achieving CSAT targets, and ensuring adherence to policies while mentoring future leaders within the organization.