Remote Assist & Case Management, Manager

Home Partners of America, a Blackstone portfolio company, provides access to high-quality single-family housing to individuals and families in communities around the U.S. If you’re looking for an opportunity to learn and grow as a professional in a mission-driven business with a supportive and positive culture, come work with us! We are looking for team members who are inspired by the opportunity to expand housing access and provide residents with paths to homeownership.

Your Role:

The Remote Assist & Case Operations Manager is responsible for leading a team of Subject Matter Experts (SMEs) in Case Management and Remote Assistance. This role involves overseeing complex case resolutions and remote assistance operations, ensuring effective coordination between different functional areas to deliver high-quality service and efficient problem-solving.

What will you be doing?

Team Leadership: Manage and mentor a team of Case Management SMEs and Remote Assist SMEs.

Operational Excellence: Ensure the seamless operation of both the Case Management and Remote Assist functions, aligning them with company standards and goals.

Strategic Oversight: Develop and implement strategies to enhance the effectiveness of case resolution and remote assistance services, utilizing data and analytics to create and track against KPIs.

Quality Control: Monitor and maintain high standards of service, ensuring compliance with legal and company policies.

Senior Stakeholder Communication: Act as a key point of contact between senior management, team members, and other departments.

Complex Case Management: Handle cases that are complex in nature, requiring a nuanced understanding of both technical repair aspects and legal/resident dynamics, with strong logical reasoning to back your recommendations/decisions.

Performance Management: Track and evaluate team performance and decision-making, providing feedback and developmental support.

Innovation and Improvement: Encourage innovation and continuous improvement within the team to enhance service delivery and resident satisfaction.

What we look for:

Qualifications

· 8+ years industry experience in the residential property management industry or a similar field, offering an in-depth understanding of industry-specific challenges and best practices.

· 2+ years in a resident/customer facing role.

· Proven experience in managing teams, preferably in work order case management or remote assistance.

· Strong leadership and communication skills.

· Excellent problem-solving and decision-making abilities.

· Familiarity with property management or similar industries.

Preferred Qualifications:

· License or Certification in Business Administration, Property Management, or a related field.

· Extensive experience in residential repairs or a related industry.

We encourage you to apply even if you don’t meet all the qualifications!

Who is Home Partners of America?

Chicago-based Home Partners of America, a Blackstone portfolio company, provides access to high-quality single-family housing to individuals and families in communities around the U.S. Through its innovative Lease Purchase program,Home Partners offers residents transparent and flexible paths to homeownership, and its Choice Lease® program expands that mission to open new homeownership possibilities for low-to-moderate-income families and historically under-represented communities. 

Home Partners of America, a Blackstone portfolio company, provides access to high-quality single-family housing to individuals and families in communities around the U.S. If you’re looking for an opportunity to learn and grow as a professional in a mission-driven business with a supportive and positive culture, come work with us! We are looking for team members who are inspired by the opportunity to expand housing access and provide residents with paths to homeownership.

Your Role:

The Remote Assist & Case Operations Manager is responsible for leading a team of Subject Matter Experts (SMEs) in Case Management and Remote Assistance. This role involves overseeing complex case resolutions and remote assistance operations, ensuring effective coordination between different functional areas to deliver high-quality service and efficient problem-solving.

What will you be doing?

Team Leadership: Manage and mentor a team of Case Management SMEs and Remote Assist SMEs.

Operational Excellence: Ensure the seamless operation of both the Case Management and Remote Assist functions, aligning them with company standards and goals.

Strategic Oversight: Develop and implement strategies to enhance the effectiveness of case resolution and remote assistance services, utilizing data and analytics to create and track against KPIs.

Quality Control: Monitor and maintain high standards of service, ensuring compliance with legal and company policies.

Senior Stakeholder Communication: Act as a key point of contact between senior management, team members, and other departments.

Complex Case Management: Handle cases that are complex in nature, requiring a nuanced understanding of both technical repair aspects and legal/resident dynamics, with strong logical reasoning to back your recommendations/decisions.

Performance Management: Track and evaluate team performance and decision-making, providing feedback and developmental support.

Innovation and Improvement: Encourage innovation and continuous improvement within the team to enhance service delivery and resident satisfaction.

What we look for:

Qualifications

· 8+ years industry experience in the residential property management industry or a similar field, offering an in-depth understanding of industry-specific challenges and best practices.

· 2+ years in a resident/customer facing role.

· Proven experience in managing teams, preferably in work order case management or remote assistance.

· Strong leadership and communication skills.

· Excellent problem-solving and decision-making abilities.

· Familiarity with property management or similar industries.

Preferred Qualifications:

· License or Certification in Business Administration, Property Management, or a related field.

· Extensive experience in residential repairs or a related industry.

We encourage you to apply even if you don’t meet all the qualifications!

Perks/Benefits:

We offer premier healthcare at affordable rates and access to 401K. Here are some amazing benefits you may not find anywhere else!

· Mental Wellness resources through Headspace & Ginger, Pet Insurance, Adoption assistance program, Compassion leave for pregnancy loss or failed adoption, and eldercare/special needs.

· 33 paid days off to start (which includes PTO, Holidays, and personal days)