Manager of Ancillary Services

Outstanding opportunity to make a measurable impact across a growing multifamily portfolio!

We’re seeking a highly motivated Ancillary Services Manager to lead the strategy, performance, and innovation of our ancillary service programs. This is a key role that drives resident satisfaction, operational excellence, and revenue growth through creative service offerings and strong vendor partnerships.

The ideal candidate brings a unique blend of strategic insight, analytical thinking, and hands-on execution, with a passion for enhancing the resident experience and maximizing property performance.

Key Responsibilities

Program Leadership & Innovation

• Oversee and optimize all ancillary service programs including FlexPay, Security Deposit Alternatives, Collections from 3rd-Party Agencies, Cable & Laundry Income, and Package Management Systems.
• Collaborate with property teams to ensure seamless integration of ancillary services within day-to-day operations.
• Identify and launch new revenue-generating services that align with resident needs and add value to our communities.
• Establish and maintain protocols for system updates, compliance, and audit controls.
• Stay ahead of industry trends and regulatory changes to keep programs relevant, efficient, and compliant.
• Lead cross-functional process improvement projects, from concept to implementation.
  
  

Vendor & Partner Management

• Build and nurture strong partnerships with third-party service providers to ensure consistent delivery of high-quality services.
• Negotiate vendor contracts to achieve cost-effectiveness and adherence to service-level agreements (SLAs).
• Conduct regular vendor evaluations and performance reviews to uphold operational excellence.
  
  

Revenue Growth & Cost Optimization

• Drive profitability by optimizing ancillary programs and uncovering new revenue opportunities.
• Monitor financial performance, analyze trends, and recommend adjustments to enhance both top-line and bottom-line results.
• Develop benchmarks and dashboards to measure performance and track ROI.
  
  

Resident Experience

• Ensure that ancillary services enrich the resident experience and support strong retention rates.
• Partner with marketing and on-site teams to communicate service offerings effectively.
• Respond promptly and professionally to resident inquiries related to ancillary services.
  
  

Collaboration, Training & Reporting

• Partner with internal stakeholders to streamline processes and share best practices.
• Provide training and guidance to property management teams to ensure consistent, high-quality execution.
• Prepare regular reports for senior leadership detailing financial performance, KPIs, and strategic recommendations.
  
  

Qualifications

Education:

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

Experience

• Minimum 3 years of experience in multifamily property management, ancillary services, or a related field.
• Proven success managing vendor relationships and service-based programs.
• Strong financial acumen with experience in budgeting and performance analysis.
  
  

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Strong project management and organizational abilities.
• Strategic, data-driven mindset with a focus on continuous improvement.
• Proficiency in Microsoft Office Suite and property management software (Yardi, RealPage, etc.).
• Expertise in contract negotiation and vendor compliance.
  
  

Preferred Certifications

• CAM (Certified Apartment Manager), CPM (Certified Property Manager), or equivalent.
  
  

Key Attributes for Success

• Strategic Vision: You see the big picture and can identify new service and revenue opportunities.
• Collaborative Leadership: You excel at building relationships with internal teams and external partners.
• Analytical Mindset: You use data and insights to guide smart, informed decisions.
• Service-Oriented Approach: You thrive on delivering excellence to both residents and colleagues.
  
  

Apply today for immediate consideration or reach out to Kelsey Arnall to learn more!

215-661-8834 x 110

Kelsey@msbresources.com

This is an on-site position and can be located in either Norfolk, Virginia or Dallas, Texas.