Operations Manager, Resident Services - Atlanta, GA

Manufacturing & Operationsposted 5w ago

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 Cortland’s 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 resident‑focused. 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 stay in sync on priorities, celebrate wins, and drive engagement.

Conduct daily team huddles to align operational updates, staffing, and objectives.

Coach and counsel team members to develop leadership, drive accountability, and support individual growth.

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

Manage the execution of Resident 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 improve renewal rates, efficiency, and service quality.

Ensure adherence to all policies, standards, and regulations, reinforcing consistency across teams.

Collaborate with other leaders within the Contact Center to identify opportunities 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 to maintain staffing alignment with lead demand.

Cross Department Collaboration 

Partner closely with Corporate and Operations leadership to ensure alignment on initiatives and performance goals.

Collaborate on cross-departmental partnership projects to enhance the resident journey and improve communication between the 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, or resident experience.

Culture & Engagement 

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

Promote associate engagement by recognizing achievements, celebrating milestones, and supporting team development.

Champion Cortland’s core values through all interactions and initiatives.

Qualifications

High school diploma or equivalent required; bachelor’s degree preferred.

5+ years of experience in multifamily operations or contact center management, with direct people leadership required.

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

Proven success in managing multi-team operations.

Excellent communication, leadership and interpersonal skills.

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

Proficiency in 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 we’re 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 Careers@cortland.com

Cortland is a drug-free workplace.

Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.

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We collect personal information from all job applicants, including identifiers (e.g., name, contact details), professional or employment information (e.g., résumé, work history, qualifications), and education information. This information is used for recruiting, evaluating your candidacy, conducting interviews, and managing the application process.

California residents may request access to or deletion of their personal information by contacting us at careers@cortland.com

GDPR Statement

When you apply to a job on this site, the personal data contained in your application will be collected by Cortland (“Controller”), which is located at 3424 Peachtree RD NE Suite 300 Atlanta, GA and can be contacted by emailing careers@cortland.com because Controller wishes to evaluate your candidacy for employment at Controller. Your personal data was either obtained from publicly available sources (e.g. LinkedIn) or provided to Controller by someone who referred you for potential employment. Controller’s data protection officer is Greg Shultz, who can be contacted at Greg.Shultz@cortland.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data has been shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at careers@cortland.com

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.