Manager, AI Quality Optimization

Title:                                    Manager, AI Quality Optimization 

Reports to:                          COO

Primary Function:              Oversee AI (Palantir)

Status:                                 Full-Time, Exempt

Location:                              Hybrid, Remote Possible

Summary

Ballast (“Ballast” or “The Company”) is seeking a Manager, AI Quality Optimization to support our rapidly growing AI platform we are building with Palantir. The Manager, AI Quality Optimization will play a crucial role in ensuring SOP compliance, data integrity, and property operation workflow verifications. The ideal candidate is dynamic and detail-oriented with the ability to collaborate with various in-house and external teams. This role functions independently from the property management team. The Manager, AI Quality Optimization is responsible for identifying gaps, driving accountability, and ensuring follow-through across our advanced AI systems, teams, and workflows.

The Company is a vertically-integrated owner-operator of multifamily, student housing, and single family rental assets in the greater Western United States. The Company has several strategic partnerships with global institutional capital providers and has experienced strong growth since its founding in 2014. The Company seeks to attract and retain motivated professionals who love the real estate sector and are excited to help build a cutting-edge platform with Palantir, a leading AI firm.

Ballast employs over 250+ real estate professionals whose mission is to create value by acquiring, developing, and managing our dwellings with exceptional care through an integrated approach. Our culture is founded on teamwork, authenticity, integrity and excellence. Through a shared purpose and common goal, the organization is built to serve its partners and communities within which it invests.

Primary Responsibilities 

• Become intimately familiar with our cutting-edge AI platform, Palantir 
• Optimize and revamp the current pipeline for in-house audits 
• Conduct routine and randomized property-level operations audits and collaborate with various cross-departmental professionals 
• Maintain a formal project timeline in accordance with operational change control 
• Identify process drift, workaround, and failure points within current systems 
• Create a scoring framework for audit findings; document audit findings based on severity, risk, root cause analysis, and required remediation tactics 
• Create, maintain, and audit SOPs to ensure compliance with internal, local, and state regulations; ensure internal SOPs are followed and reflected in system behavior 
• Partner with operations, systems, and analytics team members to correct process drift 
• Evaluate resident service delivery through SLAs, first-contact resolution rates, escalation frequency and triage flowcharts
• Audit centralized tenant communication ticketing platform for service quality and compliance 
• Identify patterns of friction with internal systems and external communication; recommend operational changes for improvement 
• Identify non-compliance, breakdowns in execution, or missed follow-through; escalate findings with clear remediation and expectations 
• Produce fact-based, evidence-backed reporting for leadership 

Minimum Requirements and Qualifications 

• 3-5 years’ experience in Auditing, Quality Assurance, Operations, Facilities or Property Management, Customer Service, Asset Management, or related field
• Bachelor’s degree in Business, Economics, Real Estate, Information Technology or a related field
• People management experience is a plus

Key Skills and Competencies 

• Strong data analytic skills 
• Technically proficient in Monday.com, Happy Co, and Zendesk 
• Experience with Palantir’s Foundry is a plus 
• Professional presence 
• Verbal and written communication skills 
• Solid organizational skills and multitasking capability 
• Ability to communicate with internal and external teams via phone / email promptly 
• Proven experience enforcing standards across teams 
• Comfortable delivering direct evidence-based feedback to Senior Leadership
• Ability to give direct, objective based feedback to hold teams accountable while maintaining cross-functional relationships 

Ballast is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, and we prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Ballast is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.