At The Scion Group, we’re changing the way people see student housing. It’s bigger than beds and buildings. It’s about providing an experience for students to explore the best years of their lives. It’s about creating communities — both on and off campus — that feel like less like a place and more like a home.

The Scion Group is in search of an Operations Specialist to function as both a firefighter and team builder when assigned to a specific property on a temporary basis. Assignments will vary in length – up to 6 months at a time. The Operations Specialist assumes the responsibilities of either the General Manager or Resident Services Manager, quickly identifying any critical issues, building and implementing a plan to resolve them, and developing a cohesive team. 

Travel assignments are applicable to all of Scion’s property brands.

Key Attributes

• Action-oriented
• Driver of Change
• Perseverance
• Customer-Centric Attitude
• Motivator
• Excellent Communicator 

Responsibilities

The Operations Specialist will be expected to step into a variety of property types and markets and are equipped to anticipate problems by looking beyond the surface level at the assigned property. The Operations Specialist builds rapport with the property staff, clearly lays out the operational and sales objectives, and effectively utilizes the team to execute those goals. Those successful in the position do not hesitate to take charge, and say what needs to be said – good, bad, or ugly. The Operations Specialist leads the team to accomplish performance goals and uses appropriate resources to achieve desired results. When the Operations Specialist leaves the property, they have established the appropriate guidelines, put the property back on track, and effectively hands over the property back to their Regional Manager. 

Staff Development and Leadership

• Actively recruits, hires, trains and develops all team members in accordance with the properties brand and Scion values.
• Exemplifies customer experience mindset when working with customers, team members, and external partners.
• Ensures the team members are familiar with relevant housing application and assignment procedures, the features of the community, and that they are assigned to assure sufficient office coverage.
• Holds all team members accountable for delivering exceptional customer experience, following Fair Housing policies, meeting revenue, sales and financial goals.
• Provides continuous coaching around professional development opportunities and performance expectations.

Property Administration

• Escalates relevant information to Operations, Asset Management, Legal, Accounting, HR, Talent, Training, etc., for notification and/or resolution. 
• Responsible for the management and escalation of any emergencies that happen on property 24/7.
• Creates and communicates on-call schedule for after-hour response for all management team members, including themselves as the primary responder on a rotating basis.
• Reports on any key performance indicators, identified by corporate.
• Accountable that data files and information submissions are accurate and timely and report on key performance indicators.

Annual Property Turn

• Proactively plans and executes the turn process to ensure all team members and vendors have clear goals and expectations, including working onsite 7 days per week or as required to meet all deadlines.
• Takes the lead in assuring all customers have a positive experience and remains available to manage any concerns that might arise.
• Ensures that the assignment, transfer, check-in and check-out process is executed in accordance to policy.
• Verifies that all units/common areas are made-ready and meets Scion’s standards for resident occupancy.
• Forecasting and managing financial performance including personnel management, overtime hours, and vendor contracts.
• Manage the Request for Proposal (RFP) process and draft contracts for legal review and approval.

Sales

• Collaborates with the Customer Experience Manager to identify sales issues, develop sales strategies and ensure revenue targets are met.
• Accountable for developing a customer-oriented mindset and ensuring the staff executes to it during the resident life cycle.
• Solves customer feedback concerns, and escalates, when necessary to Regional Manager.
• Regularly communicates the sales and revenue goals for their team.
• Must have a thorough understanding of:
• General community knowledge (number of buildings, unit mix, physical amenities, location, university relationship, etc.)
• Market (all information contained in market survey) and can compellingly communicate their assigned community’s value proposition relative to peer assets.
• Content and administrative processes of the Application, Housing Agreement, Assignment process, Community Policies, utilization of Property Management Software and various Addenda.
• Provides property and amenity tours to customers, as needed.
• Property brand and value proposition
• Accountable for achieving revenue targets including: overall market rates, gain to lease, loss to lease, concessions, leasing velocity.
• Executes all Housing Agreements in accordance with Scion policy.
• Frequently utilizes sales reports to identify key performance indicators and proactively address issues as they occur.
• Ensures that weekly market surveys are conducted and verifies that they are reported accurately. 
• Implements and maintains Scion’s customer experience philosophy including but not limited to: brand integrity, reputation management, resident events, work order management, turnover, hiring and developing staff with a customer experience mindset.

Facility Management

• Follows Scion corporate policies to select, supervise, and review all contractual services.
• Regularly inspects grounds, interior and resident amenities / general common areas to ensure that the facilities comply with all codes and company standards.
• Accountable for property curb appeal and overall appearance of building exterior, common areas, amenities, and apartments.
• Identify capital deficiencies and react promptly with a capital request.
• Ensure that building and system permits are up to date.
• Manage inclement weather per policy and procedure.
• Lead and manage quarterly inspections per policy.
• Keep an accurate inventory of vacant units and conduct a monthly inspection of each.
• Ensures general and preventative maintenance are completed timely and to Scion’s schedule and standards.
• Reviews that all work-orders are being properly documented and completed in accordance to policy.
• Oversees security of the property including security/courtesy officers.
• Reviews and manages service team budgets, and determines areas of opportunity.

Financial Performance

• Prepares annual property budgets to encompass all areas including maintenance and capital projects, marketing, payroll, and other budgetary items. 
• Manages property expenditures in accordance with the budget, including invoices for payment, and makes recommendations for more efficient use of budgeted funds.
• Appropriately submits variance request to direct report for approval per policy.
• Reviews and approves bi-weekly payroll. 
• Oversees inventory controls of all equipment and supplies.
• Pro-actively looks for additional ways to add revenue and/or reduce expenses to enhance Net Operating Income while maintaining the customer experience.
• Works collaboratively with property accountant to prepare monthly financial accounting, reporting, and explanation of variances.
• Oversees rent collection policies.

The responsibilities listed above are not all inclusive.

Qualifications

• College degree preferred, and four years property management experience, or an equivalent combination of educational and professional experience.
• At least two years of experience as a General Manager, and three years of supervisory experience of three or more full-time staff.
• Experience in accounting and PMS systems such as Entrata or equivalent preferred.
• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Ability to work with all levels of management.
• Strong organizational, problem-solving, and analytical skills.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Acute attention to detail.
• Ability to work independently and as a member of various teams.
• Proven ability to handle plan and execute complex projects and meet deadlines with minimal guidance. 
• Strong interpersonal skills.
• Ability and willingness to travel 90-95% of the time, including weekends, when required.

Schedule Availability

• Willing and able to travel 90-95% of the time, including weekends.
• Flexibility to change travel plans on short notice.
• Travel assignments are applicable to all of Scion’s communities and brand types and will vary in length – up to 6 months at a time.

Your Benefits

• FLSA Status Exempt
• Discretionary annual bonus
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k Matching
• Paid Maternal Leave
• Parental Leave
• Learning reimbursement opportunities

The Scion Group LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, creed, national origin, color, gender, sex, sexual orientation, gender identity or expression, age, physical or mental disability (as long as the employee/applicant is otherwise qualified for the job with or without a reasonable accommodation), genetic information, HIV/AIDS status, marital status, uniformed service, veteran status, pregnancy or other legally protected status or category under federal or state law. The Scion Group LLC complies with applicable state and local laws governing nondiscrimination in employment in all locations in which the Company has properties. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, training and other terms and conditions of employment. The Scion Group LLC is committed to the principles of equal employment opportunities.

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