Manager, Operational Support

Job Summary

The Manager, Operational Support is responsible for executing and coordinating centralized functions designed to support the company’s Leasing and Property Management functions which include Leasing Experience (new lease and renewals), Quality Assurance, and Resident Delinquency. This position manages the Supervisor, Operational Support and the full Operational Support team in addition to direct oversight and performance management of a third-party provider. They also effectively support the company’s operational pace of leasing and property management operations of the company’s field offices as driven by market demand.

Essential Job Duties and Responsibilities

• Creates and nurtures a high-quality and fun work environment where every associate matters, is connected and prepared so associates are inspired to perform at their highest level

• Responsible for overall workforce plan for both internal team and third-party outsourced team to ensure seasonal volume and quality expectations are met

• Provide coaching, insight and feedback to direct reports and to third-party outsourced team members related to providing quality customer service to internal & external clients and productivity. 

• Serve as a partner to both internal and external customers with a specific focus on our local market leadership including Director of Operations and Leasing Experience Directors.

• Serve as manager to the team by encouraging growth and planning development, interviewing and selecting high quality talent, and providing ongoing feedback

• Handle complex situations and escalations as needed

• Provide support to other functions regarding lease documentation during financing and transaction initiatives

• Provide oversight and management of DocuSign template library, coordinating with legal department for all changes required due to company or regulatory changes.

• Recommends and implements process improvement related to all National LPM functions.

• Perform other duties as assigned

Education and/or Experience

• High school diploma or equivalent is required for this position. 

• 3 years of experience in residential leasing and/or property management or other relevant experience

• 2-3 years’ experience in a supervisory or team lead role

• Experience with Yardi and/or Salesforce is strongly preferred

Skills/Specialized Knowledge

• Ability to read, write, understand, and communicate in English. 

• Ability to use a personal computer and has working knowledge of email, Microsoft Word, Excel and Yardi, Salesforce (or other on-site accounting software.) 

• Excellent customer service and interpersonal skills; ability to relate to others. 

• Professional verbal and written communication skills. 

• Strong organizational and time-management skills. 

• Ability to perform basic to intermediate mathematical and accounting functions. 

• Comprehension of federal fair housing laws and any applicable local housing provisions. 

• Ability to identify, analyze and resolve problems that results in quick and effective decision making.

• Ability to cope with and defuse situations involving angry or difficult people

• Ability to train 

• Ability to set and meet goals

• Ability to negotiate, influence and gain consensus

• Ability to consistently meet deadlines 

• Ability to maintain flexibility and creativity in a variety of situations

• Ability to maintain confidentiality 

Other Requirements

• This position may be scheduled to work weekends and minor holidays; may be required to be on-call to cover due to staffing shortages

• Occasional travel may be required  

Physical and Mental Demands

This position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Work Environment

Standard office working environment that may be busy and noisy at times.

To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:

• Annual bonus program

• Health, dental, vision, and life insurance

• Long-term and short-term disability insurance

• Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays

• 401(k) with company matching contributions

• Awesome work environment with casual dress

• Team events and gatherings (Pre- and Post-Covid)

Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at [email protected].

To all recruitment agencies: Invitation Homes does not accept agency resumes.  Please do not forward resumes to Invitation Homes employees.  Invitation Homes is not responsible for any fees related to unsolicited resumes.