Operations Manager - Resident Support

Tricon is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage.

Job Description

The Operations Manager – Resident Support will be directly responsible for the management and oversight of all resident support within their designated portfolio. This will include all Compliance, Resident Experience & Satisfaction and overall Financial Performance. The Operations Managers – Resident Support will provide direction and guidance to a team of Resident Support Managers.

Management Objectives:

• Ensure all residents are treated with dignity and respect in every interaction

• Cultivate a culture that is fun, collaborative, and nurturing, where team members feel valued and empowered

• Offer guidance and support to their team to accomplish Tricon's monthly Customer Satisfaction (CSAT) goals and mid-year reviews.

• Lead and mentor team members to cultivate their potential as future Tricon leaders, while also enhancing their capacity to deliver exceptional resident support

• Create a clearly defined roadmap for team members to assist them in meeting company expectations and to achieve their personal goals

• Understand and achieve their portfolio’s target metrics, goals, and overall portfolio performance in order to effectively guide the team to achieve desired results

• Hold weekly team meeting to review Resident issues and support team to strategize solutions to resolve any potential escalations

• Ensure that all team members are properly trained and that they have the appropriate tools to succeed

• Display exceptional knowledge of Tricon’s policies, processes, and initiatives

• Alert all appropriate management/parties immediately of any potential habitability/legal/escalated resident concerns/HR issues

• Communicate promptly and effectively any company updates, financial results, and new objectives with team members

• Enforce/Manage team compliance with schedules, policies, processes, and procedures to ensure optimal performance and a consistent customer experience

Team Objectives:

• Oversee management of the Acquisition and Disposition Processes

• Ensure team provides seamless resident move in experience by serving as sole point of contact and resident liaison for approved applicants through 15 days post move in

• Ensure team educates residents on the appropriate support channels and assure them that your team is available to assist if they encounter any service issues

• Review all appropriate daily/weekly/monthly reporting for accuracy

• Work collaboratively with other departments and centralized teams to ensure all team timelines, expectations, standards and goals are met, and to provide support and assist with communication when needed to ensure the team functions cohesively to achieve results and prevent gaps in resident experience

• Sign all new move in leases in a timely manner

• Audit SODA/scope documents for accurate resident chargebacks, and ensure that all deposit statements are submitted in a timely manner to remain in compliance with state laws

• Support all team members to resolve resident escalations as they arise

Communication/Character Objectives:

• Provide excellent customer service to both internal and external customers, going above and beyond the requirements of role to exceed company standards

• Collaborate cross-functionally with other departments to resolve issues, provide insight and creative solutions, and give feedback on current processes/tools when needed

• Hold self and team accountable to all budgets, goals, metrics and company initiatives as well as demonstrate Tricon Guiding Principles in all interactions

Qualifications:

To be successful in this role, you should possess the following qualifications:

• Ability to analyze multiple data sets and make sound business recommendations accordingly

• 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

Minimum Requirements:

• BA/BS preferred or equivalent experience

• At least 5 years of property management experience

• Demonstrated attention to detail

• Basic financial acumen

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including:

• Frequently required to sit; talk; and hear.

• Occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch.

• Occasionally lift and/or move up to 10 pounds.

• Vision abilities required by this job include close vision, distance vision and depth perception.

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.

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