Operations Support Manager

2 weeks ago

Augusta, Maine, United States Balfour Beatty Campus Solutions Full time

Company Overview

At Balfour Beatty Communities, our commitment is to create exceptional living environments that residents are proud to call home. We believe that outstanding living experiences stem from a culture of caring — for our residents, partners, communities, and each other. This ethos of compassion influences every facet of our operations, driving us to build meaningful relationships while addressing the needs of our residents and partners with integrity, empathy, and creativity.

Employee Benefits:

  • Discretionary bonuses
  • Medical and Dental Insurance starting the first of the month after employment
  • Health, Flexible Spending, and Dependent Care Accounts
  • Company-funded life insurance
  • 401K plan with employer matching
  • Generous Paid Time Off including sick leave, floating holidays, vacation, and personal days
  • Two Volunteer Days annually
  • Company-paid short-term and long-term disability, as well as parental leave
  • And additional benefits

Role Overview

This role is pivotal in assisting the Operations Director and site team to achieve optimal levels of resident satisfaction, customer service, and financial performance metrics. In the absence of the Operations Director, this position will assume their responsibilities.

Key Responsibilities:

  • Drive budgeted occupancy rates, execute marketing strategies, and compile market analysis reports. Supervise leasing and prospect management in alignment with our Exceptional Living standards and the management of fair market rent agreements.
  • Oversee Purchase Order evaluations, Invoice processing, and vendor communications. Support the Residential Operations Director with financial reporting on a monthly, quarterly, and annual basis. Manage rent collections and delinquency processes, including renewals and fair market rent assessments.
  • Maintain familiarity with legal documents and company policies. Foster ongoing communication with military housing offices to resolve escalated resident concerns and other housing-related matters.
  • Ensure a superior resident experience through prompt, consistent, and professional interactions with both staff and residents. Monitor Customer Service Scores and implement action plans to address any reported issues.
  • Engage daily with the Facilities Management team to provide support and collaborate on resident concerns, developing effective solutions. Assist in formulating scopes of work based on resident and property requirements.
  • Evaluate team performance for accuracy and timeliness. Ensure compliance with legal documents and company policies. Confirm regular property inspections to identify and rectify any deficiencies. Oversee pre-inspections for move-ins and move-out assessments using company software.
  • Participate in the recruitment, hiring, and onboarding of new team members. Train staff on policies and procedures, ensuring accountability and coaching for success. Maintain a promotion pipeline and support team members in achieving their professional development goals.

Physical Demands:

This role requires regular use of hands for operating tools, controls, phones, and computer keyboards. Frequent standing, reaching, climbing, balancing, and stooping are necessary. The position involves sitting and standing for clerical tasks and may require lifting and moving office supplies up to 20 lbs. Work is conducted in an office setting as well as at various residential locations, with frequent interaction with community management and other staff members throughout the workday.

Candidate Profile:

  • High School diploma or GED is required; an Associate's or Bachelor's degree is preferred.
  • A minimum of two years of experience in property management, hospitality, leasing operations, or a customer service-focused environment.
  • Strong leadership and people management skills.
  • Excellent interpersonal, customer relations, and communication abilities.
  • Proficiency in Microsoft Office Suite – Outlook, Word, Excel.
  • A valid state-issued Driver's License and a clean driving record are mandatory.

Balfour Beatty Communities is a division of Balfour Beatty Investments and Balfour Beatty, plc, an international organization that finances, develops, constructs, and maintains infrastructure assets.

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