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Operations Manager (Billing and Resident Services)

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Operations Manager (Billing & Resident Services)

  • Working Hours: Full-time, 5 PM to 3 AM Lebanon Time
  • Working Days: 5 days per week.
  • Days Off: To be agreed upon based on business requirements.
  • Work Location: Fully remote; work from anywhere with a reliable internet connection and a suitable workspace.
  • Compensation: $1,500–$2,000 per month


Company Overview

The company is a California-based utility submetering and management business that helps apartment communities and real estate properties manage resident utility billing. Its services cover the full billing cycle, from collecting property utility invoices and allocating costs to residents to managing collections, reimbursements, and resident support.

The company manages approximately 175 properties and bills around 5,600 residents each month across four weekly billing cycles. It is focused on delivering accurate billing, responsive customer service, and reliable operational support to property managers, property owners, and residents.

Mission

We're hiring an Operations Manager to oversee resident billing operations, support property managers and residents, and lead a small customer support team. Working directly with the CEO, you'll help ensure daily operations run smoothly, billing processes remain accurate, and requests and issues are handled efficiently.

This is a hands-on leadership role for someone who enjoys solving problems, improving processes, supporting a team, and taking ownership of day-to-day operations. You'll have the opportunity to make a meaningful impact on how the business operates while helping build more efficient systems and a stronger customer experience.

Key Responsibilities

Your daily tasks will vary, giving you opportunities to learn the business, strengthen your leadership skills, and improve operational processes. You'll balance billing administration, customer support, team management, and collaboration with company leadership.

  • Learn, manage, and oversee the end-to-end resident utility billing process, including weekly invoicing, collections, and reimbursements.
  • Collect master utility invoices from property managers, primarily via email, and ensure accurate allocation of utility costs to residents.
  • Maintain clear communication with property managers and property owners, responding to questions and ensuring billing information is collected and shared on time.
  • Manage resident accounts, questions, service requests, billing concerns, and escalations with professionalism and empathy.
  • Step in to handle difficult or sensitive resident calls when needed, helping resolve issues and maintain a positive customer experience.
  • Lead and support a small customer service team of approximately two to three representatives, setting expectations, providing coaching, and monitoring performance.
  • Monitor daily workflows and outstanding requests to ensure tasks are completed accurately and nothing falls through the cracks.
  • Identify operational challenges, investigate root causes, and recommend practical solutions to improve efficiency and service quality.
  • Create, document, maintain, and improve standard operating procedures (SOPs), workflows, and internal processes.
  • Work directly with the CEO to communicate operational updates, flag potential issues, prioritize tasks, and keep business activities on track.
  • Support the transition from legacy systems to Salesforce, helping maintain accurate records and consistent workflows throughout the migration.
  • Adapt to evolving systems and processes, including the introduction of AI-powered agents for calls and follow-ups.
  • Maintain accurate records across CRM systems, billing platforms, and other operational tools.
  • Help improve team accountability, communication, and consistency across billing, customer support, and property management activities.
  • Take ownership of multiple responsibilities and contribute wherever needed to support the company's day-to-day operations.

Qualifications

  • Years of Experience: Relevant experience in operations, customer support, team coordination, or a related role; experience in a call center environment is preferred.
  • Leadership Experience: Experience guiding, coaching, or coordinating a team is an advantage. Direct call center management experience is not required.
  • CRM Tools: Familiarity with CRM systems is preferred. Salesforce experience is a plus, but not required.
  • Software: Comfortable working with computer-based systems, email, spreadsheets, CRM platforms, and remote desktop environments.
  • Industry Knowledge: Experience in customer service, billing operations, utilities, property management, or a related service-based industry is beneficial but not required.
  • Language: Strong spoken and written English, with clear pronunciation and the ability to communicate professionally on calls and video meetings.
  • Specific Gender: No preference.

Skills & Competencies

  • Strong critical thinking and problem-solving skills, with the ability to identify issues and recommend practical improvements.
  • Confident leadership skills and the ability to guide a team, communicate expectations, and provide constructive feedback.
  • Excellent customer service skills, including the ability to remain calm, patient, and professional when dealing with frustrated residents.
  • Strong communication and interpersonal skills when working with residents, property managers, property owners, team members, and senior leadership.
  • Proactive mindset with a strong sense of ownership, accountability, and follow-through.
  • High attention to detail and accuracy when handling invoices, resident accounts, billing information, and operational records.
  • Strong organizational and time-management skills, with the ability to manage multiple priorities and deadlines.
  • Adaptability and willingness to learn new systems, processes, and technologies.
  • Ability to recognize recurring problems, improve workflows, and document processes clearly.
  • Confidence communicating with leadership and raising concerns or suggesting better ways of working.
  • Team-oriented approach with the ability to balance independent decision-making and collaboration.

Technical Requirements

  • Own laptop or computer capable of supporting CRM platforms, remote desktop access, and video conferencing.
  • Reliable high-speed internet connection.
  • Quiet, professional workspace suitable for resident calls, team meetings, and video conferences.
  • Comfortable using email, spreadsheets, CRM systems, and other web-based operational tools.
  • Ability to work with remote desktop environments and adapt to system transitions.
  • Access to Zoom, Google Meet, or similar video conferencing platforms.
  • Willingness to learn Salesforce and other company-specific systems as required.

Position Description

  • Working Hours: Full-time, 5 PM to 3 AM Lebanon Time
  • Working Days: 5 days per week.
  • Days Off: To be agreed upon based on business requirements.
  • Work Location: Fully remote; work from anywhere with a reliable internet connection and a suitable workspace.
  • PTO (Paid Time Off): Flexible time off, subject to advance coordination and agreement with the company.
  • Compensation: $1,500–$2,000 per month
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