Quality Manager
Full-time
4 months ago
Employment Information
Invitation Homes offers high-quality homes for lease in desirable neighborhoods across America. As the nation’s premier home leasing company, we own and operate approximately 85,000 properties. Our talented associates create excellent customer experiences and work hard to ensure our homes are maintained to the highest standards. We are seeking candidates who are ready to join us in providing exceptional service to internal and external customers and who embrace our fast and friendly approach.
Essential Job Duties and Responsibilities
- Creates and nurtures a high-quality and productive work environment where every associate matters
- Manages daily operations of team and ensures success through effective leadership
- Continuously coaches and develops associates and manages performance with formal reviews and by providing ongoing constructive feedback through regular one-on-one conversations
- Owns testing phase of formal SOP process and provides feedback on outcomes
- Owns Observation Cards and reports frequency and effectiveness of local observation practices to VP
- Oversees central observation practices and communicates findings to Director, Continuous Improvement
- Leads refreshers on select topics related to leasing and/or property management
- Guides implementation of The 5 Whys approach to identifying root causes and oversees ongoing practices
- Meets regularly with individual market leaders to identify market-specific needs and/or areas of opportunity while enabling open discussions of problems and constraints
- Designs scorecards to help ensure quality and usefulness of data created/updated in Salesforce by internal associates and/or external partners
- Reviews and approves audits performed by Quality Specialist (e.g., correct handling of Property Issues, etc.)
- Partners with Director, Continuous Improvement to create and implement action plans as necessary
- Meets with new Leasing Experience Managers (LEMs) and Portfolio Directors (PDs) within first 60 days to explain purpose of Quality team and clarify expectations associated with standard practices, etc.
- Develops and maintains LPM Job Guides and partners with Learning Partner on delivery
- Presents ideas and/or suggestions related to Quality Assurance and/or Quality Control to VP
- Prepares regular and/or ad hoc presentations as required
- Maintains awareness of ongoing expectations and adapts quickly to change
- Performs other duties as assigned
Education and/or Experience
- High school diplomas or equivalent required
- Bachelor’s degree in Quality Assurance, Business Administration, or related field preferred
- Experience in leasing, property management, and/or real estate strongly preferred
- Experience with Salesforce and Yardi Voyager preferred
Required Licenses or Certifications
None
Skills/Specialized Knowledge
- Familiarity with ISO 9000 Quality Management Principles and how to apply these principles
- Extensive experience with Microsoft Office, including Outlook, PowerPoint, and Excel
- Excellent interpersonal skills and ability to communicate effectively with a diverse workforce
- Strong organizational and time management skills
- Ability to identify, analyze, and resolve problems
- Works well under pressure and maintains a professional demeanor
- Learns quickly and navigates through technological applications efficiently
Other Requirements
- Moderate travel may be required
- Comprehension of federal fair housing laws and any applicable local housing provisions
- Must maintain professional appearance
- Must be proactive, self-directed, and self-motivated
- Works on a regular and consistent basis; overtime may be required occasionally
Physical and Mental Demands
This position will involve long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate, and communicate. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.
Work Environment
This is a hybrid role. Being in the office at least two days per week may be required. The standard office environment may be busy and noisy at times.
Salary Range
$71,925.00 - $124,670.00
Compensation and Benefits
To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:
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Annual bonus program
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Health, dental, vision, and life insurance
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Long-term and short-term disability insurance
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Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays
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401(k) with company matching contributions
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Awesome work environment with casual dress
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Team events and gatherings (Pre- and Post-Covid)
Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at
humanresources@invitationhomes.com
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To all recruitment agencies: Invitation Homes does not accept agency resumes. Please do not forward resumes to Invitation Homes employees. Invitation Homes is not responsible for any fees related to unsolicited resumes.
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