Senior Operations Manager

The Amherst Group of companies comprise of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed.  Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors.  Today Amherst has over 1000 employees and $14.1 billion in assets under management.

Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S.  The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team.  In addition to its single-family rental platform, Amherst’s debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending.  Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served.

Job Overview

The Senior Operations Manager is responsible for leading multiple teams of team leaders and analysts, driving operational excellence, and ensuring high standards, productivity, and teamwork. This role requires collaboration with senior stakeholders across the company to set ambitious goals and ensure their successful execution. The ideal candidate will possess advanced analytical abilities, strategic thinking, and exceptional leadership and communication skills.

Key Responsibilities

• Lead and manage multiple teams, driving high performance and goal achievement.
• Collaborate with senior stakeholders to define and implement quality and productivity metrics aligned with business goals.
• Oversee team operations, ensuring the effective implementation of company policies and performance standards.
• Conduct performance reviews and provide coaching to team leaders and analysts to enhance productivity and operational outcomes.
• Manage operational reports and make data-driven decisions to optimize performance (proficient use of Excel and Salesforce).
• Ensure a positive and productive work environment by engaging employees and resolving any employee relations issues.
• Foster cross-functional collaboration to review and address operational challenges and implement improvement plans.
• Drive continuous improvement initiatives, evaluating processes and implementing best practices.
• Adjust staffing levels based on operational needs, ensuring alignment with business requirements.

Job Requirements

Minimum Requirements:

• Undergraduate degree (required).
• 7+ years of experience in operations, with at least 5 years in a managerial role.
• Proven experience in leading large teams and managing senior stakeholder relationships.
• Strong proficiency in operational tools (Excel, Salesforce, etc.).
• Ability to manage high-pressure situations while maintaining a professional demeanor.
• Preferred Qualifications:
• MBA or advanced degree.
• Experience in the [specific industry] or similar operational environments.
• Certifications in project management or process improvement methodologies (e.g., Six Sigma, Lean).

Technical and Soft Skills

Technical Skills:

• Advanced proficiency in Excel for data analysis and reporting.
• Experience with Salesforce or similar CRM platforms.
• Knowledge of operational performance metrics and KPIs.
• Strong understanding of business operations and process improvement methodologies.

Soft Skills:

• Excellent communication skills, both written and verbal.
• Strong leadership and team management abilities.
• Strategic thinking and decision-making capabilities.
• Problem-solving skills with a focus on continuous improvement.
• Ability to prioritize and manage multiple projects in a fast-paced environment.
• Strong interpersonal skills, with the ability to resolve conflicts and maintain positive employee relations.