The Operations Manager is a key contributor in the Real Estate Solutions team, responsible for overseeing day-to-day operations related to Single Family Rentals (SFR), Facilities Management (FM), and Real Estate Marketing. This position ensures the successful delivery of high-quality services within budget and timelines while maintaining a focus on customer satisfaction. The Operations Manager will work closely with both internal teams and key customer liaisons, ensuring operational projects meet or exceed expectations. The role drives strategic objectives, supports process improvement, and ensures compliance with safety, quality, and customer requirements.
Essential Functions and Duties:
- Build and maintain relationships with key customer liaisons, serving as a trusted and strategic advisor.
- Review and analyze the customer journey, leveraging a consultative approach to help clients resolve issues and achieve their goals.
- Develop, implement, and refine operational processes and best practices, ensuring projects are managed efficiently, including project timelines, specific documentation, and resource scheduling.
- Facilitate collaboration and workflow across project teams, including external third-party service providers, ensuring timely and successful project deliverables.
- Communicate proactively with both internal and external stakeholders to understand customer needs, drive retention and growth, and share key insights and learnings.
- Develop, monitor, and report on Key Performance Indicators (KPIs) and operational data as directed.
- Contribute to the overall strategic direction of the organization by ensuring that projects meet safety, quality, and customer satisfaction requirements.
- Drive continuous improvement by implementing tools and frameworks to enhance operational efficiency.
- Contribute to creating a high-performance culture focused on achieving and exceeding operational objectives.
Knowledge, Skills, and Abilities:
- Excellent verbal and written communication skills, with the ability to tailor messages for various stakeholders.
- Ability to adapt quickly in response to changing business needs, shifting priorities, and dynamic work environments.
- Strong problem-solving skills, with the ability to assess situations and resolve issues swiftly and effectively.
- Deep understanding of financial and budgeting processes, as well as project management principles.
- Highly analytical with strong data-driven thinking, leveraging analytics to support decision-making.
- Ability to thrive in a deadline-driven environment and to work effectively across multiple departments.
Required Qualifications:
- Bachelor's degree from an accredited institution.
- Minimum of 5 years' experience in managing people and/or project teams in a fast-paced, results-driven environment.
- Strong strategic planning and project management skills, with an analytical and process-oriented mindset.
- Proven ability to work collaboratively across multiple departments and teams, with a demonstrated ability to adjust priorities quickly.
- Active team player and self-starter, capable of driving projects to successful completion while maintaining high standards.
Preferred Qualifications:
- Lean Six Sigma certification.
- Leadership experience in high-accountability cultures, with a focus on metrics-driven performance.
