Manager, Ancillary Services

ANCILLARY SERVICES MANAGER

Location: Onsite- Norfolk, Virginia or Dallas, Texas Corporate Offices

Job Overview:

We are seeking a highly motivated and experienced Ancillary Services Manager to join our growing team.

The ideal candidate will be responsible for overseeing and optimizing the ancillary services offered across our multifamily properties, ensuring high-quality service delivery, increasing resident satisfaction, driving additional revenue streams, and improving overall property performance.

This role requires a blend of strategic thinking, data analysis, operational expertise, and excellent customer service skills.

Key Responsibilities:

Ancillary Service Program Management:



* Oversee and manage ancillary services such as FlexPay, Security Deposit Alternatives, Collections from 3rd-Party Agencies, Cable & Laundry Income, and Package Management Systems.


* Collaborate with property management teams to ensure seamless integration of ancillary services with core property management functions.


* Identify and pursue opportunities to introduce new services that align with resident needs, improve satisfaction, and enhance property value.


* Develop and enforce protocols for system changes, program updates, and software modifications to ensure compliance with internal policies, audit controls, and regulatory requirements.


* Stay up to date with industry trends, regulatory changes, and management best practices to ensure programs remain relevant and compliant.


* Lead process improvement projects by conducting thorough analysis, making actionable recommendations, and overseeing the implementation of changes.

Vendor Relations & Management:



* Build and maintain strong relationships with third-party vendors and service providers to ensure the timely and efficient delivery of services.


* Negotiate vendor contracts to ensure cost-effectiveness, compliance with service level agreements (SLAs), and alignment with company policies.


* Conduct regular vendor performance evaluations to ensure high-quality service standards are met.

Revenue & Cost Optimization:



* Drive revenue growth through the optimization of ancillary services while maintaining profitability.


* Monitor budgets to ensure that ancillary services contribute positively to the financial performance of each property.


* Analyze revenue and expense reports to identify trends, establish benchmarks, and recommend adjustments to service pricing and offerings.

Resident Engagement & Satisfaction:



* Ensure ancillary services enhance the resident experience and contribute to high retention rates.


* Develop communication strategies to keep residents informed about available services and any changes or updates.


* Address and resolve resident inquiries and helpdesk requests related to ancillary services in a timely and professional manner.

Team Collaboration & Training:



* Collaborate with internal teams and externa...