Operations Manager, Resident Services Atlanta, GA

At Cortland we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector our focus on performance innovation and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources autonomy and support needed to deliver results and advance their careers in a high-performance environment.

Role Overview

As an Operations Manager Resident Services you are a key leader within Cortlands centralized Contact Center driving operational excellence across multiple teams and markets. You oversee the supervisors and associates who deliver the caring dependable service residents rely on ensuring the frontline experience is consistent efficient and deeply residentfocused. Through thoughtful leadership collaborative partnerships and a commitment to operational excellence you shape the processes and performance strategies that strengthen the resident experience.

Leadership & Team Oversight

• Facilitate regular communication with team and site partners to ensure we stayin syncon priorities celebrate wins anddriveengagement.

• Conduct dailyteamhuddles toalignoperational updates staffing andobjectives.

• Coach and counselteam membersto develop leadership drive accountability and support individual growth.

• Oversee schedule management and forecasting ensuring adequate coverage and service level goals.

• Managethe execution ofResident Services-wide performance and operational strategies across all markets.

• Maintain a strong presence in daily operations providing guidance and support for escalations or procedural challenges.

Operational Excellence & Performance Strategy

• Develop implement and track department-wide performance strategies to improverenewalrates efficiency and service quality.

• Ensure adherence to all policies standards and regulations reinforcingconsistency across teams.

• Collaborate withother leaders within the Contact Centertoidentifyopportunities for operational improvement workflow optimization and system efficiency.

• Lead reporting and performance updates to Managing Directors and Directors of Operations highlighting trends wins and areas of opportunity.

• Oversee workforce planning time-off approvals and scheduling tomaintainstaffing alignment with lead demand.

Cross DepartmentCollaboration

• Partner closely withCorporateand Operations leadership to ensure alignment on initiatives and performance goals.

• Collaborate on cross-departmental partnership projects to enhance theresidentjourney and improve communication betweenthe functions of the Contact Center.

• Coordinate with internal support teams (Technology Training HR and Analytics) to ensure tools systems and processes support sales performance.

• Support escalation management related to policies system functionality orresidentexperience.

Culture & Engagement

• Foster a culture of accountability collaboration and continuous improvement across all teams.

• Promoteassociateengagement by recognizing achievements celebrating milestones and supporting team development.

• Champion Cortlands core valuesthrough all interactions and initiatives.

Qualifications

• High school diplomaor equivalentrequired; bachelors degree preferred.

• 5years of experiencein multifamily operationsorcontactcenter managementwith direct people leadershiprequired.

• Strong understanding of screening processes Fair Housing and regulatory standards.

• Provensuccess in managing multi-team operations.

• Excellent communicationleadershipand interpersonal skills.

• Demonstrated ability to analyze data forecast performance and make data-driven decisions.

• Proficiencyin Microsoft Office Suite RealPage Funnel and other relevant CRM systems.

• Highly organized with a proactive approach to problem solving and a passion for operational excellence.

• Ability to manage multiple priorities in a fast-paced environment.

About Cortland

Founded in 2005 Cortland is an international vertically integrated multifamily real estate investment development and management firm with a resident-centric approach to living experiences. Recognized as one of the top 10 multifamily owners and operators in the US Cortland combines in-house design construction and operations to deliver value and innovation across its portfolio.

Join us as we reimagine apartment living and drive outsized returns through purpose performance and people.

Cortland is an equal opportunity employer and were proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race color religion gender sexual orientation gender identity or expression national origin age disability protected veteran status genetic information or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website please email

Cortland is a drug-free workplace.

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