Performance Support Manager - Southern California Region

JOB SUMMARY

Salary range: $90,000 - $110,000 annually, plus potential for commission.

The Performance Support Manager is responsible for overseeing the day-to-day operations of properties as assigned and ensuring team members and resources are effectively managed to meet property goals. This individual will possess extensive knowledge of property operations and Holland Partner Group's expectations. Key responsibilities include mentoring new employees in all sales roles through the Holland onboarding process, conducting property performance assessments, and providing ongoing support and training to sales team members in line with Holland Partner Group’s Core Values.

ESSENTIAL JOB FUNCTIONS

• Oversee and support the onboarding process for all sales positions in the assigned region.
• Perform Property Performance Assessments and provide coaching/mentorship to property teams on an ongoing basis.
• Work closely with all sales team members in the region to ensure they understand and are meeting performance expectations.
• Ensure all staff is motivated, functions as an effective team, and provides an exceptional customer experience.
• Work closely with the Residential Trainer to facilitate and recommend trainings for the region, with a specialized focus in Sales, Customer Service, and Lead Management.
• Schedule one-on-one coaching sessions with team members who are not meeting the KPI’s for the 3rd party mystery shops.
• Periodically review lead conversations in CRM, AI Leasing, and recorded phone calls to identify areas of opportunity. Schedule one-on-one coaching sessions with employees as needed and/or notify the vendor of any system issues causing friction.
• Collaborate with Regional Leadership and the Senior Manager of Performance Management to analyze property performance trends/KPI’s and provide recommendations of strategy for improvement where needed.
• Actively participate in pricing calls and Asset Strategy calls to ensure that properties within the assigned region are meeting or exceeding benchmark expectations.
• Ensure the timely and accurate completion of various daily, weekly, and monthly reports when applicable.
• Upon property assignment, manage all phases of community operations, including but not limited to Accounts Receivable, Accounts Payable, month end procedures, and property maintenance procedures, under the direction of the Senior Manager of Performance Management and/or Regional Property Manager.
• Conduct community staff meetings and safety meetings on a regular basis when assigned to a property.
• Handle all resident issues in a timely manner to ensure an exceptional customer experience when assigned to a property.
• Review and approve or reject resident applications, leases, renewals, and move-in documents in accordance with Holland’s policies and procedures.
• Understand, support, and apply principles of Fair Housing and Landlord-Tenant Laws.
• Conform to company apparel standards and set a positive example for all Associates.
• Represent Holland Partner Group in a professional manner at all times.
• Perform all other duties as directed and assist the overall team effort in any way possible.

JOB REQUIREMENTS

Education:  High school diploma or equivalent is required.  A college degree in related coursework or equivalent years’ experience strongly preferred.

Experience:  Minimum of four years’ experience in residential property management in sales roles with increasing responsibility required.  Sales training or property operations training experience strongly preferred. Managerial experience strongly preferred.

Knowledge, Skills and Abilities Required:

• Skilled in budgeting and Sales or multi-family leasing and/or product sales.
• Knowledge of unit turn, maintenance, grounds keeping, painting and landscaping.
• Ability to work effectively with all levels of employees while inspiring respect and credibility.
• Skilled in supervising and motivating others to ensure property goals and objectives are met.
• Knowledge of Fair Housing and Landlord-Tenant Laws.
• Excellent communication, organizational and leadership abilities.
• Proficient in Microsoft Office suite and a familiarity with on-site software systems. Yardi preferred.
• Strong customer service, diplomacy, and crisis diffusion skills.
• Financial understanding and ability to formulate strategies based on property data
• Good verbal and written communication skills.
• Ability to accurately perform basic to intermediate mathematical functions.
• Ability to accurately perform multiple tasks in a complex and fast-paced operating environment.
• Ability t