Program Manager, Leasing Growth & Operations
You're a proactive and collaborative problem solver with a passion for decision-making, ready to step into a mission-critical role as the manager of our leasing team. While managing a team of 3-4 associates, you'll be responsible for driving key metrics and performance indicators while identifying and leading product and process initiatives. From driving the signing of leases in reaching monthly targets, maintaining homeowner and resident relationships through positive CSAT, and ensuring proactive monitoring of active listings to ensure they are priced correctly at market rate. Your north star will be to maintain an average time from home listing to lease executed of <21 days.
You will work cross-functionally with Sales, Onboarding, Listings, Tour Operations, and our Member Success team. You will ideate and drive projects focused on improving homeowner and resident CSAT through the leasing process. Your clear thinking and commitment to elevating standards will inform your approach to optimizing workflows and managing homeowner and resident relationships. Your member-obsessed mindset will be developed through managing your own smaller portfolio, keeping you familiar with the ins-and outs of leasing and an expert of the team. You will effectively manage a team of leasing associates as a player coach, and step in as the foremost expert of the team when escalations arise. You will be responsible for understanding all key marketplace demand metrics, and which levers to pull in order to affect them. You will have ownership over the Belong price drop metric, ensuring the team under management is effectively pushing for price drops through conversations with homeowners. Moreover, your willingness to own tasks end-to-end will be essential as you navigate complex responsibilities that directly impact Belong's growth and reputation. This is more than a managerial role; it's a chance to shape and grow a function, embody Belong’s virtues, and set yourself on a clear path for career progression.
Who You Are:
- Fearless Problem Solver: You thrive in tackling new challenges head-on, approaching them with optimism and relentless problem-solving skills.
- Scrappy Go-getter: You bring a “get things done at any cost” attitude to your work, employing a sales mentality to hustle to hit company goals by any means necessary. You aren’t afraid to roll up your sleeves to lead your team to victory.
- Detail-Oriented: You are meticulous in organizing and maintaining information, leaving ver little room for oversight in your work.
- High-Energy and Persistent: You possess unwavering determination and resilience, allowing you to overcome obstacles and persevere.
- Humble and Gritty: You have a down-to-earth attitude and are open to feedback, willing to get your hands dirty when needed.
- Self-Motivated: You are a self-starter who can work independently and achieve goals with minimal supervision.
- Early-Stage Startup Enthusiast: You have a strong desire to work in a fast-paced, early-stage startup environment where your contributions can make a significant impact.
- Exceptional Communicator: You have strong interpersonal skills that allow you to work well with cross-functional teams and external stakeholders, nurturing relationships while persuading and influencing outcomes.
- Customer-Centric: Your member-obsessed mindset ensures you always prioritize homeowner and resident experiences in your decision-making process.
- Strategic Thinker: You have the ability to see the big picture, balancing long-term planning with short-term execution, ensuring alignment with the company’s goals and mission.
- Adaptable: In a fast-changing environment, your agility and versatility allow you to pivot when necessary, embracing change as an opportunity for improvement
- Ethical and Transparent: Your integrity and openness make you a trusted leader, and you understand the importance of transparent communication in complex projects.
- Inspirational Leader: You not only manage but inspire your team to elevate standards, creating an environment of continuous learning and growth.
- Get homes leased: This is your core responsibility. You own this process from end to end, ensuring homes listed on Belong are leased within 21 days on average.
- Team Leadership: Recruit, train, and reinforce company virtues to maintain a high-performing team.
- Industry Knowledge: Stay updated on industry trends using market research while managing your personal portfolio. Prepare for market changes and strategize accordingly, ensuring the team continues to meet the standard for excellence.
- Cross-Functional Collaboration: Work seamlessly with other Orgs to ensure alignment on objectives, and efficiencies up and down our home funnel.
- Process Improvement: Continuously analyze and overcome Functional Organization risks to push for process and product improvements, and update company SOPs and training documents.
- Maintain Positive Relations: Receive and implement homeowner and resident feedback to improve quality of service, while evaluating areas for improvement to ensure future customer satisfaction.
- Manage KPI’s: Implement and drive team KPIs based on important business metrics, ensuring team meets goals MoM and increases results YoY.
- Payroll: Generate and submit scorecards for your team.
- Compliance Assurance: Ensure all operations adhere to industry standards, local laws, and company ethics, upholding Belong’s commitment to responsible business practices.
- Resident Quality: Measure and address the number of escalations reported within the time from lease executed to move-in day. Work in concert with the billing department to audit “bad debt”, and further reduce future risk by improving qualification criteria in the resident application review process.
- Education: Bachelor’s Degree
- Licensing: Having an active real estate license is required for this position. If you do not have an active real estate license, you will be required to acquire one within 3 months of start date.
- Experience: Minimum of 3-5 years of relevant work experience in sales, operations, or related field, with at least one year in a managerial role overseeing an operations or sales team.
- Technical Proficiency: Proficiency in Google Suite and familiarity with project management software and tools. Experience using Looker is a plus!
- Industry Knowledge: Prior experience in real estate, property management, or residential construction is highly advantageous but not required.
- Leadership Skills: Demonstrated ability to lead and manage a team, focusing on mentorship and professional development.
- Communication: Excellent written and verbal communication skills, including the ability to interface effectively with cross-functional teams and external stakeholders.
Key Performance indicators and what good looks like:
- Customer Satisfaction: Utilize customer feedback including CSAT and public reviews to gauge how well the listing process aligns with homeowner and resident expectations.
- Leases Executed: Closely manage all active listings to ensure both new leases signed and turnover home leases signed are met, on a team and individual level. The conversion rate from homes listed > leased, and total number of leases executed will be your key metrics.
- Team Performance: Regular team reviews and one-on-ones to ensure your team is meeting their individual and collective targets while maintaining an SLA score of 90%.
- Program Improvements: Assist in highlighting needed process and product changes, while working with cross-functional teams to execute and implement said changes.
- Accurate Home Pricing: Ensure actively listed homes are appropriately priced at market rate through price adjustments when necessary.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.