Serving as the primary business owner for resident connectivity programs, this position collaborates closely with Property Operations, Marketing, Centralized Operations, executive leadership, internal stakeholders, and external partners to maximize program performance, enhance the resident experience, and improve operational efficiency. The Resident Connectivity Program Manager leverages data, insights, and cross-functional partnerships to drive portfolio-wide objectives, identify opportunities for innovation and continuous improvement, and ensure the successful delivery of strategic initiatives that create value for residents and the organization.
REQUIRED QUALIFICATION: Previous WiFi experience is required. Experience with SmartHome technology, devices, and systems is preferred but not required.
Essential Job Functions
Lead and execute the Resident Internet and Smart Technology Program strategy across the portfolio, aligning with organizational goals and performance targets.
Develop initiatives that improve operational efficiency, increase resident adoption and satisfaction, and drive financial performance.
Define, track, and report on program goals, KPIs, and performance metrics to internal stakeholders and executive leadership.
Evaluate program effectiveness using data, industry insights, and stakeholder feedback; recommend and implement enhancements.
Ensure consistent program execution and standards across all markets and communities.
Lead, coach, and develop team members, fostering a culture of accountability, collaboration, and continuous improvement.
Set clear performance expectations and provide ongoing feedback and development opportunities.
Manage resource planning, workload distribution, and project assignments to align with priorities.
Support hiring, onboarding, training, performance evaluations, and succession planning.
Oversee multiple concurrent installations, conversions, upgrades, and technology initiatives.
Ensure projects are completed on time, within scope, and within budget.
Identify risks, remove obstacles, and proactively resolve issues to minimize operational impact.
Escalate critical issues with recommended solutions and clear executive communication.
Partner with Operations, Construction, IT, Marketing, Accounting, Procurement, Compliance, and external vendors to deliver program initiatives.
Build and maintain strong relationships with key national partners, consultant groups, internet service providers, installation vendors, and technology partners.
Manage vendor performance, ensuring adherence to contracts, service levels, quality standards, and timelines.
Lead vendor reviews and identify opportunities to improve service delivery and outcomes.
Ensure compliance with company standards for networking, security, onboarding, insurance, and invoicing.
Analyze portfolio performance to identify opportunities to improve utilization, revenue, efficiency, and resident satisfaction.
Monitor key metrics such as installation timelines, service quality, adoption rates, customer feedback, and vendor performance.
Support budgeting, forecasting, and long-term technology planning for the program.
Partners with onsite teams to support implementation, training, issue resolution, and operational readiness.
Oversee quality assurance processes for installations and program compliance.
Coordinate resident communications and marketing efforts related to internet services.
Maintain accurate project documentation within company-approved systems.
Support implementation and adoption of program-related technologies and platforms.
Utilize Microsoft 365, project management tools, reporting platforms, and property management systems to monitor program performance.
Coordinate troubleshooting efforts with IT teams and vendors.
Ensure adherence to networking, cybersecurity, and technology standards.
Lead cross-functional meetings and facilitate alignment across departments.
Present program updates, performance insights, risks, and recommendations to executive leadership.
Support enterprise strategic initiatives related to resident technology and innovation.
Identify opportunities to improve processes and standardize best practices across the organization.
Champion a high-quality resident experience through reliable internet services and responsive program management.
Support onsite teams with guidance, training, and resources.
Ensure resident concerns are addressed promptly and effectively.
Support departmental and organizational initiatives.
Demonstrate a strong commitment to internal and external customer service.
Represent the organization professionally in all interactions.
Other duties as assigned.
Minimum Qualifications/Skills
Associate’s degree in Business, Project Management, Communications, Information Technology, or a related field preferred; an equivalent combination of education, training, and relevant experience will be considered.
2+ years of experience in multifamily property management, program management, operations, technology implementation, or a related industry preferred.
Demonstrated ability to manage multiple priorities, projects, and deadlines in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
Ability and willingness to travel up to 60%, including local and overnight travel within assigned markets and regions utilizing automobile and air transportation as needed.
Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, with the ability to leverage technology and business applications to analyze data, track performance, and support decision-making. Experience with Adobe products and project management software preferred.
Working knowledge of project management methodologies, tools, and best practices, including planning, implementation, stakeholder coordination, and performance tracking.
Strong organizational, analytical, and problem-solving skills, with the ability to identify opportunities, drive solutions, and execute effectively.
Excellent written, verbal, and interpersonal communication skills, with the ability to tailor messaging to diverse audiences.
Demonstrated ability to build collaborative relationships and influence outcomes across a broad range of stakeholders, including onsite teams, corporate partners, residents, vendors, and external service providers.
Ability to work independently with minimal supervision while effectively contributing within a cross-functional, team-oriented environment.
Commitment to delivering exceptional customer and resident experiences while supporting operational excellence and organizational objectives.
Work Schedule: Monday-Friday (work schedule may vary). Some overtime may be required and ability to work extended hours as needed to meet business needs.
Physical Requirements/Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job generally operates in a professional office environment but may also occasionally operate in an outdoor environment. While performing the duties of this job, employees must be able to remain in a stationary position for extended periods, occasionally moves throughout the office, constantly operates a computer and other office equipment, frequent and repetitive motion, including movements of the wrists, hands and/or fingers, communicate regularly and effectively with others, both written and verbally, and may occasionally lift up to 30 pounds. This position requires close visual acuity to perform an activity such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading. The ability and means to travel locally, overnight, in specific regions or states via automobile and airplane may be required.
BH is an Equal Employment Opportunity Employer. We foster the diverse voices of our community by advocating for inclusivity, celebrating our differences, and continually evolving our practice to make BH a better place to work and live. Our posted compensation reflects the cost of talent across multiple US geographic markets. Pay is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.
