Progress Residential®

Manager

• Screening all newly created resident service request for proper categorization, priority, warranty status/capture, repeat issue identification/escalation, resident chargeback likelihood, remote resolution opportunity and assigning to preferred resource for completion
• Execute a pre-assignment vetting strategy to drive consistent and satisfactory outcome of resident service request, while lowering service cost and raising resident satisfaction
• Review and recategorize all newly created service requests for historical service date, potential warranty asset, technical trade accuracy and validity before assignment
• Use technical expertise to provide technical based opinions to Service Directors (SD) and Regional Service Directors (RSD) for approval of specific service requests as needed
• Updates and maintains scheduling database with current information; and researches, recommends, and implements technology and process improvements to reduce overall costs
• Consult residents and provide technical assistance to gain agreement for residents to complete service request items that are resident responsibility remotely without cost to Progress Residential
• Enhances relationships and networks with internal/external partners who are not familiar with the subject matter often requiring explanation and persuasion
• Approve for commencement and assign all not started service requests for completion
• Manage and facilitate service activities with managers, team members and local market members
• Review vacant home service request for proper categorization and priority for assignment prior to any pre-leased move in dates
• Collaborate with team members to effectively process service requests to reduce costs and enhance the resident’s experience
• Complete all assigned service task and data research projects in a timely professional manner within the assigned guidelines and parameters
• Comply with all Company applicable policies and health and safety rules and regulations

Service Technical Case Manager

Onboarding Specialist

• Conduct vendor sourcing and onboarding, provide introductory training and process administrative updates to vendor information.
• Conduct high volume of prospective vendor screens and intake interviews as part of the sourcing strategy.
• Collaborate with Renovation, Turns, Service teams to ensure overall vendor sourcing and onboarding requests are completed.
• Issue Master Service Agreements and negotiate redline requests from vendors prior to submitting to Legal for approval.
• Maintain Vendor profile in Salesforce and provide weekly reporting to leadership identifying process status.
• Utilize score carding, metrics and reporting to suggest improvements in vendor onboarding.
• Perform ad-hoc projects and other duties as request.

Vendor Onboarding Specialist

Customer Retention Specialist

• Builds rapport with residents and manages all communication flow related to lease renewals
• Meets and/or exceeds daily, weekly, and monthly renewal performance and measures
• Coordinates the timely completion of all lease renewals for review by the Lease processing team
• Effectively communicates the lease renewal process, month to month, and lease renewal status with residents
• Has a thorough and detailed understanding of Progress Residential lease renewal process
• Represents the company to current residents and others in a courteous and professional manner – always putting customer service first
• Has a strong understanding of Progress Residential lease agreements and can accurately explain them to existing residents in a user-friendly manner
• Understands customer needs and requirements.

Retention Specialist II, Nevada RE License Required

Financial Planning and Analysis

• Partner with the Director of Finance – Business Transformation & Procurement to provide financial and operational support across business transformation and procurement activities.
• Support the EPO leader and Procurement/Vendor Management team with reporting, analysis, and performance tracking.
• Develop and maintain vendor performance scorecards, including service, cost, quality, and operational KPIs.
• Track and report daily, weekly, and monthly KPIs to provide timely visibility into vendor performance, spend trends, and operational outcomes.
• Identify opportunities to automate recurring reports, dashboards, and manual processes to improve accuracy, efficiency, and speed of insights.
• Support vendor-level spend analysis and savings tracking, including monitoring realized versus planned savings opportunities.
• Build financial models and business cases to evaluate strategic initiatives, investments, and transformation opportunities.
• Partner with cross-functional stakeholders to define expected outcomes, ROI, and success metrics for strategic initiatives.
• Monitor and report on initiative performance to ensure expected financial and operational outcomes are achieved.
• Prepare clear and concise presentations, summaries, and reporting packages for leadership review.
• Help establish reporting governance, standard definitions, and performance measurement frameworks across supported functions.
• Drive continuous improvement in data quality, reporting consistency, and decision-support processes.

Senior Financial Analyst

Administration

• The Utility Administrator is a member of the Central Property Management Operations team and performs utility activations directly through both providers and 3rd party vendors.
• Utility Administrators also review and update activity reports on a daily basis and communicate effectively via email, phone, and fax with our vendors and market operations.
• Coordinate utility activations for newly acquired properties, including obtaining and uploading proof of ownership and any other documentation required by utility provider.
• Ensure accurate and efficient communication with the Utility Management System vendor regarding payment of existing utility bills.
• Closely monitor the existing portfolio of properties and troubleshoots any issues relating to activations or interruptions in service.
• Reviews reports from Utility Management System vendor to track progress and ensure accuracy.
• Communicates with the company’s local market teams across the country on activation status of utilities and relays this information to all appropriate parties.
• Responsible for maintaining a high degree of customer service and competency level in any resident or market peer interactions, whether over the phone or email, through formal written communication or in person.

Utility Administrator

• Support the Director of Finance - Market Operations and partner closely with Operations leadership to drive financial visibility, cost performance, and operational efficiency across Construction activities.
• Analyze construction cost performance, monitoring timelines, evaluating scope cost variances versus actual results, and identifying opportunities for cost improvement.
• Support labor forecasting for the Construction team, tracking and reporting on key performance indicators, and providing actionable insights into business performance.
• Automate reporting and improve analytical processes to deliver faster, more effective decision support.

Service Technical Case Manager

Vendor Onboarding Specialist

Retention Specialist II, Nevada RE License Required

Senior Financial Analyst

Senior Financial Analyst

Utility Administrator

Operations Finance Manager