Operations Manager, Resident Services - Atlanta, GA

About this role

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,…