Performance Programs Manager

Overview

At RPM, we're in the business of extraordinary. We believe people-first is the way to success which is why we provide top industry pay, comprehensive benefits, and a path of upward mobility via career training and education. Join us and start your extraordinary journey today.

Purpose Statement: Our purpose is to create a thriving, future-ready workforce that transforms the property management industry. Through RPM Academy, we make learning accessible to all, delivering technical skillbuilding, leadership development, and career growth opportunities that empower associates to create extraordinary experiences for residents, clients, and each other.

Position Summary

This position contributes to the success of the organization by supporting operational performance, consistency, and accountability initiatives across the portfolio through quality assurance oversight, performance reporting, and vendor coordination. The Performance Programs Manager is responsible for coordinating evaluation programs, monitoring performance trends, maintaining reporting accuracy, and delivering actionable insights that support operational consistency and customer experience initiatives across the portfolio.

Responsibilities

• Support operational performance and quality assurance initiatives related to onboarding by coordinating 30/60 day training assignments and follow-up operational performance assessments for new hires, including re-shop evaluations to validate operational execution of customer experience standards. • Coordinate and administer third-party evaluation programs, vendor partnerships, and ongoing support. • Monitor operational performance trends, identify risks, gaps, and opportunities for improvement, and assist with follow-up processes related to quality standards and operational expectations. • Prepare, maintain, and distribute recurring operational and quality assurance reporting. • Analyze operational and evaluation data and provide actionable insights to support Performance Managers and Operations Regional Leaders in improving property-level and portfolio results. • Maintain accurate records and ensure integrity of QA documentation and reporting systems. • Collaborate cross-functionally with operational leaders and support teams to drive consistency in customer experience standards. • Assist with special projects, audits, reporting requests, and additional operational initiatives as needed.

Education and Experience

• Bachelor's degree in Business, Data Analytics, or a related field. Experience may substitute for education.• Three years of experience in quality assurance, operations support, customer experience, training coordination, or a related field.
• Skilled in analyzing data and generating reports with the ability to interpret data and communicate insights effectively. • Skilled in managing multiple priorities and deadlines in a fast-paced environment. • Ability to work independently and maintain a high level of organization and accountability. • Ability to communicate effectively both verbally and in writing. • Skilled in maintaining a high level of attention to detail and accuracy while identifying issues, analyzing root causes, and applying effective problem-solving techniques. • Ability to collaborate effectively with cross-functional teams and leadership. • Skilled in CRM systems, Salesforce, Zendesk, reporting platforms, or quality scoring systems preferred. • Skilled in Microsoft Office Suite, particularly Excel and PowerPoint. • Ability to operate with a high degree of professionalism, initiative, and discretion with confidential information.

Qualifications

Physical Requirements:• May be required to sit for extended periods of time • May occasionally be required to lift or carry items such as files or office supplies weighing up to 15 pounds • Must be able to operate a computer, keyboard, mouse and other office equipment • Must be able to read documents, computer screens, and data • Must be able to hear and understand verbal communications in person and over the phone or computer

Work Environment:• This is a hybrid role, requiring the associate to work in one of our corporate offices three days per week based on managers' discretion.• The office is an open setting which may include bright lights, constant noises and distractions.

Company Information

Join RPM Living and experience exceptional benefits designed to enhance your life.

• Weekly pay for all associates working onsite at an apartment community
• Comprehensive healthcare coverage available for all full-time, regular associates
• Employer-paid employee assistance, mental health, and wellness programs
• Ancillary benefits including critical illness, hospital indemnity, and accident insurance
• 401(k) with robust company match
• Opportunities for professional development, career growth, and role-based learning plans
• Diversity, Equity, Inclusion and Belonging (DEIB) and multiple Employee Resource Groups (ERG)
• Paid time off plus floating holidays and volunteer days
• Discounted Perks (Costco membership, movie tickets, health & wellness, entertainment & travel discounts)

Employment with RPM Living is contingent upon successful completion of a background check as local and federal state requires. A valid driver's license is preferred; candidates without a license will be provided a liability waiver.

RPM Living participates in E-Verify. For more information, see the E-Verify Participation Poster and the Right to Work Poster.

RPM Living is an Equal Opportunity Employer.

If you need assistance to fully participate in our application or interview process, please reach out through our website here and select "Careers" in the "Choose a Topic" dropdown menu.