Quality Assurance Manager, Veterans Village Homeless Veteran Program

Job purpose

The mission of the Tunnel to Towers Foundation is to honor the sacrifice of firefighter Stephen Siller who laid down his life to save others on September 11, 2001. We also honor our military and first responders who continue to make the supreme sacrifice of life and limb for our country.

The Quality Assurance Manager ensures the highest service and operational excellence standards in all aspects of our HVP portfolio. Even though we do not have to, they would ensure all buildings exceed HUD NSPIRE & REAC scoring models.

The Quality Assurance Manager ensures that we are meeting or exceeding our performance expectations in tenant satisfaction, property upkeep, and legal compliance.

This role focuses on compliance, reporting, and ensuring all properties excel in safety, building systems, and security protocols. It uses various metrics, including baseline reporting, benchmark scoring, and Six Sigma principles. While part of the team, the goal of the position is to have someone focus on adherence to policy and procedures and mitigate potential violations.

Risk is everywhere, including security guards, subcontractors, and third-party vendors. There is potential exposure to liability from our empty lots, construction sites, and unoccupied buildings. This position will have a keen eye with a goal to mitigate risk, identify problems, and prevent lingering issues from festering. The Quality Assurance Manager will be responsible for a focused, well-directed task list. This list includes spot checks, training sessions, surveys, and addressing local law updates. Protecting people, property, and the good name of our organization. They will promote efficiency and compliance at every level, from financial operations to maintenance, ordinance compliance, and vendor relations. At the same time, ensuring consistent adherence to industry best practices and company policies.

Duties and responsibilities

• Regularly assess tenant satisfaction and manage communication to ensure positive, professional relationships.
• Responsible for addressing and tracking tenant concerns, complaints, and disputes and promptly and effectively reporting and tracking any issues.
• Assist Director in comparative Budgeting & Financial Planning based on data. Review and optimize property budgets, ensuring resources are allocated effectively to maintain the site.
• Track, supervise, and ensure that all routine maintenance (landscaping, pest control, etc.) and emergency repairs are addressed in a timely manner.
• Maintain relationships with quality contractors and ensure adherence to service standards.
• Conduct regular property inspections to identify and proactively resolve maintenance issues, ensuring the property remains in top condition.
• Ensure all property management operations comply with federal, state, and local regulations, including property codes.
• Develop and implement risk mitigation strategies, including securing appropriate insurance coverage and protecting the property.
• Oversee and execute the eviction process, ensuring that it follows all legal protocols and handled efficiently and compassionately, as needed.
• Maintain comprehensive, accurate records for reporting financial transactions, tenant communications, contracts, inspections, and maintenance requests.
• Facilitate clear and effective communication across tenants, property owners, and vendors.
• Implement and manage property management software in collaboration with IT to streamline operations and improve transparency in operational reporting.
• Document and Supervise routine property upkeep to ensure cleanliness, safety, and curb appeal, enhancing tenant satisfaction.
• Propose and manage property improvements or renovations designed to increase property value and ensure the longevity of assets.
• Check on vendor and contractor relationships, ensuring cost-effective and high-quality service delivery across various areas, such as repairs, landscaping, and cleaning.
• Regularly assess the quality of outsourced work and ensure that all vendor services meet or exceed standards.
• Assist and review disaster preparedness plans to protect the property and tenants in case of any unforeseen events.
• Support the team during crises, ensuring swift resolution of natural disasters, security breaches, or other urgent situations.
• Ensure that the property management team and all its systems are prepared to respond quickly to an emergency.

Qualifications

• Minimum of five years’ experience in all aspects of Property Management, Real Estate and general business practices.
• Strong work ethic and ability to support multiple projects in parallel and prioritize competing demands under pressure and time sensitive deadlines.
• Excellent communication skills
• Strong analytical skills
• Detail oriented
• Ability to multitask multiple projects and supervise personnel
• Proficient in Microsoft Office/ Google Suite (or equivalent)

Working conditions

Special working conditions may include: a change in days worked, shift hours, and/or working conditions (outdoors or other locations) when participating and assisting in special events such as needed.