Ancillary Services Manager

Location: Onsite-Richardson, TX or Norfolk, VA Corporate Office

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 external partners to execute process improvement projects effectively.
• Provide training and support to property staff on ancillary service offerings and best practices to enhance customer experience.

Reporting & Analysis:

• Prepare regular reports on the performance and financial impact of ancillary services for senior management.
• Use data to track key performance indicators (KPIs), identify trends, and propose improvements to service offerings.

Education:

• Bachelor's degree in Business Administration, Hospitality Management, Real Estate, or related field.

Experience:

• 3+ years of experience in property management, multifamily services, or a related industry.
• Proven track record of managing ancillary services, vendor relationships, and service-oriented programs.
• Strong background in budgeting, financial analysis, and revenue generation.

Skills & Competencies:

• Excellent communication and interpersonal skills, with the ability to effectively engage residents, vendors, and internal teams.
• Strong project management skills, capable of handling multiple tasks and priorities simultaneously.
• Detail-oriented with a focus on quality service and operational efficiency.
• Customer-focused problem-solving approach.
• Expertise in contract negotiation and risk management.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and property management software (e.g., Yardi, RealPage).

Certifications (Preferred):

• CAM (Certified Apartment Manager), CPM (Certified Property Manager), or other relevant industry certifications.

• Strategic Vision: Ability to identify opportunities for new services and revenue streams that align with business goals.
• Collaborative Leadership: Strong team player who works effectively with internal teams and external vendors.
• Analytical Mindset: Capable of using data and insights to drive decision-making and continuous improvement.

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WHAT WE OFFER:

• Competitive Salaries & Bonuses
• Medical, Dental & Vision Plans
• 401(k) Plan with Employer Matching Contributions
• Paid Time Off (PTO) & 10+ Paid Holidays
• Paid Parental Leave
• Paid Birthday Off (Multifamily)
• Flexible Spending Accounts
• Company-Paid Long-Term Disability
• Company-Paid Life Insurance
• Short-Term Disability
• Health Savings Account with Employer Contributions
• Pre-Tax Commuter Benefit (Corporate)
• Wellness Perks
• FinFit Financial Wellness Program
• Legal Resources
• Employee Apartment Discount
• Employee Referral Program
• Employee Assistance Program
• Tuition Reimbursement
• Insta Pay Eligible
• Volunteer & Community Service Opportunities
• Employee Recognition & Awards

Benefit eligibility will be determined at the time of hire. Eligibility for certain benefits may vary based on position, location, hours worked, and other qualifying criteria.

Veteran Friendly

This pre-employment application will be given every consideration, but its receipt does not imply that the applicant will be employed. Each question should be answered in a complete and accurate manner as no action can be taken on this application until all questions have been answered.

Harbor Group Management is proudly an Equal Opportunity Employer EOE/M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.