Centralization Operations Specialist

Description

Company Overview: 

Vidalta Residential, founded in 2015, isn't just a property management organization; we're creators of exceptional living experiences in the multifamily sector. Driven by an unyielding commitment to excellence and a 'resident and employee first' philosophy, our core mission is to set unparalleled standards in every community we touch. With a substantial, thriving portfolio spanning the Southern United States, we meticulously cultivate welcoming, inclusive environments where residents genuinely feel pride in calling their apartment a home.

Vidalta stands out as a top employer and a consistent industry champion. We foster a high-performance culture powered by collaborative teamwork, continuous professional development, and a shared, fiery passion for outstanding service and sustainable solutions. Our undeniable success is the product of our positive attitudes, profound dedication, and an ingrained commitment to consistently going above and beyond. These foundational principles ensure Vidalta Residential is not just a winning company, but the benchmark for operational excellence in property management.

Overview

The Centralized Operations Specialist plays a crucial role in enhancing the efficiency and consistency of property management operations across a portfolio of assets. This position focuses on standardizing processes, optimizing technology utilization, managing centralized relationships, and providing high-level administrative and operational support to on-site property teams. The ideal candidate is a detail-oriented problem-solver with a strong background in property management workflow and technology.

Key Responsibilities

Process Standardization and Optimization

• Implement and rigorously maintain Standardized Operating Procedures (SOPs) for all core centralized property management activities, including leasing coordination, applicant screening, renewals processing, delinquency/bad debt, and accounting support.  Actively work with managers to find further efficiencies through centralization.
• Review and maintain Standard Operating Procedures (SOPs) for key property management functions, including resident screening, leasing documentation, maintenance coordination, move-in/move-out procedures, and compliance reporting.
• Analyze existing operational workflows to identify bottlenecks, inefficiencies, and opportunities for automation and improvement.
• Implement and monitor the adoption of standardized processes across all properties.
• Collaborate with regional and on-site managers to ensure that centralized strategies align with local market needs while maintaining overall consistency.
• Take on additional responsibilities as more opportunities arise to centralize tasks.

Technology and System Management

• Serve as the primary system administrator and Subject Matter Expert (SME) for property management software (e.g., Yardi, RealPage, AppFolio), associated integrated platforms.
• Assist with  user access, system configuration, and data integrity across all centralized platforms, and day to day onsite operations.
• Conduct regular training sessions for on-site staff on best practices for technology usage and data entry compliance.
• Evaluate and recommend new technologies or software integrations that can improve operational efficiency.

Reporting and Compliance

• Generate, analyze, and distribute Key Performance Indicator (KPI) reports related to operational efficiency, leasing velocity, maintenance response times, and compliance metrics.
• Ensure properties adhere to all centralized compliance requirements, including fair housing laws, local regulations, and company policies.
• Assist in internal and external audit preparation by providing centralized documentation and data.

Support and Training

• Provide Tier 2 operational support to property managers and leasing agents, troubleshooting process and system-related issues that cannot be resolved locally.
• Create and maintain a comprehensive library of training materials, guides, and Frequently Asked Questions (FAQs) for operational procedures.
• Assist in the onboarding and training of new property management staff regarding company policies and operational systems.

Key Performance Indicators (KPIs)

The performance of the Senior Regional Manager will be primarily measured by the following Key Performance Indicators (KPIs):

1. Standard Operating Procedure (SOP) Compliance/Adoption Rate:
   • Focus: Measures the successful implementation and consistent use of standardized processes (e.g., resident screening, leasing documentation) across all properties. A high score indicates effective process standardization.
2. Property Management System (PMS) Data Integrity Score:
   • Focus: Measures the accuracy, completeness, and consistency of data within the property management software (e.g., Yardi, RealPage). This directly reflects the specialist's success as the primary System Administrator/SME and in maintaining data integrity.
3. Operational Efficiency Improvement:
   • Focus: Quantifies the successful optimization of workflows, such as a percentage reduction in the time taken for centralized activities (e.g., renewals processing, applicant screening, low delinquency, high retention, response to resident related issues) or a decrease in identified workflow bottlenecks. This demonstrates return on process and technology optimization efforts.
4. Centralized Compliance:
   • Focus: Measures the portfolio's adherence to regulatory and company compliance requirements (e.g., fair housing, local regulations) across centralized processes. This reflects the specialist's effectiveness in managing compliance documentation and meeting the company’s expectations related to performance.
5. Tier 2 Support Issue Resolution Time:
   • Focus: Measures the speed and effectiveness with which the specialist provides "Tier 2 operational support" to on-site teams. A low resolution time and effective support and troubleshooting of process and system issues.  Ability to effectively communicate with onsite teams to seek resolutions to operational issues.

Requirements

Qualifications

Education and Experience

• Bachelor's degree in Business Administration, Real Estate, or a related field preferred.
• Prior experience as an Assistant Community Manager is considered an advantage.
• Minimum of 3-7 years of experience in property management, with a strong emphasis on multi-site operations, process development, or system administration.
• Candidates with strong proficiency in RealPage solutions—including One-Site, Knock, Revenue Management, Spend Management, and Facilities—as well as EliseAI, PayScore, and the Google Workspace suite (Gmail, Meet, Drive, Gemini, etc.) are highly preferred. While these specific tools are favored, experience with alternative property management software and platforms will also be evaluated, with consideration given to the breadth and depth of that expertise.

Skills and Competencies

• Exceptional analytical and problem-solving skills.
• Proficiency in process mapping and documentation (e.g., flowcharts, SOPs).
• Advanced proficiency in Microsoft Excel and other data analysis tools.
• Excellent written and verbal communication skills, with the ability to train and communicate complex concepts clearly.
• Strong project management skills, with the ability to manage multiple priorities and deadlines.
• High level of attention to detail and accuracy.
• This position is typically based in a corporate office environment.
• Limited travel required. A valid driver’s license is required along with appropriate auto insurance.
• Being bilingual (English/Spanish) is a plus.

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