Assistant Portfolio Operations Director
Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 65,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the 100,000+ residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
The Assistant Portfolio Operations Director (APOD) coordinates the management operation of the cash management and resident relations functions within the guidelines of the quality standards, operating objectives, and goals established by the Company and the property management department. This position provides leadership and daily management over a team responsible for the collection of rents, management of security deposit accounting, weekly and monthly reporting, move in procedures, communications with residents, and framing an excellent customer journey to encourage/ensure customer retention. The APOD supports the Portfolio Operations Director (POD) in all aspects of field-level property management, included but not limited to marketing, showings, application gathering and review, rent collections, resident inquires, profit and loss (P&L), reporting, as well as, maintenance, turn and construction operations, and general management of the resident experience. The APOD provides direction in absence of the POD to the market team.
Developing Direct Reports & Others
Hiring and Staffing
Developing Effective Teams
Oversee and manage development of Property Management staff across collections, vacant home inspections, move ins, home merchandising/marketing, and customer relations
Maintains intimate awareness of market/industry conditions and trends
Establish environment that promotes teamwork and cohesion with Sales, Operations, Service, Turns and Renovations teams in order to drive P&L performance
Recruit, hire, and train qualified, dynamic, high performance property management teams
Conduct payroll audit to ensure that team maintains accuracy and stays in compliance with state and local labor laws
Enforce policies to enable assigned portfolio to function according to quality standards and operating objectives
Understand and possess the ability to train team on fiduciary duty. Lead team to always make decisions based on the best interests of the business
Ensure that the policies, procedures, and safety guidelines are followed
Drive optimal P&L performance for the assigned market through sound cash management practices
Maintain budgeted delinquency (specific metrics may be adjusted based on portfolio performance)
Collaborates with Central Collection efforts as applicable
Analyze processes and procedures to ensure optimum efficiency and staffing levels
Be knowledgeable of provisions in standard lease documents and maintain a working knowledge of resident rules and regulations
Ensure a consistent, resident focused move in experience and audit compliance for move in documentation
Audit required documents for move outs, deposit accounting, and move ins in Salesforce to ensure compliance
Lead team in maintaining a high degree of customer service and competency level in all resident interactions, whether over the phone or email, through formal written communication or in person
Drive optimal results on Google, social media, and resident surveys/feedback and ensure market is focused on enhancing the resident experience
Ensure that all resident responsibilities are accounted for on resident ledgers and collections are made in a timely manner
Ensure HOA violations and customer case tasks are responded to in a timely manner
Manage an efficient resident eviction process, which may include attending eviction court
Research and process credit requests as needed
Carry out other duties as assigned that are in the best interests of the company
Human Resource Management
Supervises staff, sets goals, and holds people accountable for results
Ensures that the group provides outstanding customer service and is responsive to requests
Coordinates activities to maximize the efficiency of all processes
Ensure that all training requirements are completed on time
Ensures that employees all have goals and receive regular feedback on their performance
Performance management of personnel including, performance reviews, corrective action, mentoring, development plans and performance improvement plans
Insure all safety standards are met and training for staff is completed
Holds team accountable for results and provides timely feedback
Bachelor’s Degree in business or 5+ years of progressive property management work experience
High School Diploma or equivalent
5 or more years of previous property management experience in either the single family or multi-family rental industry
At least 3 or more years of supervisory experience
Real Estate license preferred
Must have a valid Driver’s License
Ability to build and maintain positive relationships internally and externally
Possesses strong organizational skills and is detail oriented
Ability to thrive in a dynamic, fast-changing, growth environment
Fosters teamwork and mutual respect throughout the company
Interacts productively in person and through technology with co-workers, team members
Excellent oral and written communication skills
Computer literacy, ability to comfortably navigate new technology and competency in MS Office suite a must
Previous use of Yardi Voyager and Salesforce a plus
Sitting for extended periods of time using office equipment and computers
Moderate stooping, kneeling, crouching, reaching, standing
May entail light lifting of supplies and materials occasionally, up to and including 25lbs
Ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate
Walking for extended periods of time
Sustains substantially recurring movements to fingers, hands, wrist, legs and feet
Ability to judge distances and spatial relationships
Ability to identify and distinguish color
Ability to distinguish the differences and similarities in odors
What you can expect from us:
Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 9 paid holidays and much more.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.