Cortland

Cortland

Operations Manager, Resident Services - Atlanta, GA

Atlanta, GA

Sponsorship not specifiedDetected 1 day ago
ComplianceCRMForecastingLeadershipCommunicationCollaborationProblem SolvingOrganizational SkillsMicrosoft Office

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odds of building a lasting career here

37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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About the role

  • 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.
  • Through thoughtful leadership, collaborative partnerships, and a commitment to operational excellence, you shape the processes and performance strategies that strengthen the resident experience.

Responsibilities

  • 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.
  • Facilitate regular communication with team and site partners to ensure we stay in sync on priorities, celebrate wins, and drive engagement.
  • Coach and counsel team members to develop leadership, drive accountability, and support individual growth.
  • 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.
  • Develop, implement, and track department-wide performance strategies to improve renewal rates, efficiency, and service quality.
  • Collaborate with other leaders within the Contact Center to identify opportunities for operational improvement, workflow optimization, and system efficiency.
  • Oversee workforce planning, time-off approvals, and scheduling to maintain staffing alignment with lead demand.
  • Collaborate on cross-departmental partnership projects to enhance the resident journey and improve communication between the functions of the Contact Center.
  • Support escalation management related to policies, system functionality, or resident experience.

Requirements

  • Strong understanding of screening processes, Fair Housing, and regulatory standards.
  • Proven success in managing multi-team operations.
  • Demonstrated ability to analyze data, forecast performance, and make data-driven decisions.
  • Proficiency in Microsoft Office Suite, RealPage, Funnel, and other relevant CRM systems.
  • Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States.
  • Excellent communication, leadership and interpersonal skills.
  • 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

Nice to have

  • Conduct daily team huddles to align operational updates, staffing, and objectives.
  • Ensure adherence to all policies, standards, and regulations, reinforcing consistency across teams.
  • 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.
  • 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.

Company info

  • At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries.
  • 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.
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This listing is sourced directly from Cortland's careers page and normalized into a canonical job model.