Overview WJM is seeking a versatile, hands-on manager to lead customer-facing operations while using AI and automation to improve how work is performed across affiliated companies in real estate, hospitality, communications and technology. The position encompasses customer service, billing and payments, provisioning, property administration, inventory, and support for local employees and remote workers, with regular phone, storefront and customer contact. The successful candidate must also have extensive practical knowledge of AI and the ability to apply it throughout these responsibilities by reviewing and rewriting existing procedures, identifying opportunities to simplify or automate work, implementing effective changes and helping employees adopt new processes. Primary Responsibilities and Job Duties Primary responsibilities include establishing priorities, delegating work and ensuring tickets, customer requests and escalations are resolved completely. The position provides leadership and coaching to employees, coordinates specialized resources and supports customer-facing operations, including phone calls, billing inquiries, cancellations and basic troubleshooting. The role oversees billing accuracy for customer and tenant accounts, including service packages, rates, payments and account changes. It also coordinates payment and mail processing, deposits, billing research, spreadsheet reporting, service provisioning, carrier issues, purchasing and inventory control. Property administration responsibilities include serving as the on-site contact for residential and commercial leasing and tenant non- maintenance matters, including inquiries, showings, approved lease preparation, tenant concerns and move-out coordination. The position relies on WJM's internal wiki to support employees and customers and maintain accurate business rules, procedures and technical resources. A major focus is to review and rewrite existing procedures, using your extensive AI knowledge and automation to improve efficiency, consistency and scalability. Skills and Qualifications Extensive practical knowledge of AI and the ability to identify, implement and test ways to streamline or automate business processes. Ability to review and rewrite a majority of existing procedures to make effective use of AI, while keeping them clear and usable for employees. Strong billing and payment expertise, including account setup, payment application, credits, collections and resolving discrepancies. Able to explain the difference between an invoice and a statement and trace charges, payments and balances. Strong spreadsheet skills, including manipulating and analyzing data in Excel; working knowledge of Google Sheets is preferred. Strong critical-thinking, problem-solving and decision-making skills. Excellent phone, written and verbal communication skills. Strong customer service, de-escalation, documentation and follow-through abilities. Supportive leadership style that combines empathy with clear expectations and accountability. Ability to motivate others and gain cooperation through trusted working relationships. Strong organizational skills, attention to detail and ability to manage competing priorities. Ability to recognize when specialized expertise is needed and engage the appropriate person. Ability to create clear, usable procedures and train others to follow them. Comfort leading local and remote employees, including employees with specialized technical knowledge. Willingness and ability to learn unfamiliar services, properties, systems, terminology and business rules. Proficiency with Microsoft Outlook and Word, and the ability to learn company-specific ticketing, billing, provisioning, property management and documentation systems. High school diploma or GED. Reliable personal vehicle for occasional work-related travel. Experience in property management, leasing, telecommunications, technology services, subscription services, ticketing systems or multi-company operations is preferred but not required. Benefits Paid company-observed national holidays. Paid vacation beginning with 40 hours after one year and increasing with tenure. Performance reviews after 90 days and annually, with opportunities for performance-based percentage increases. Longevity pay based on length of employment. Employee discounts at affiliated companies. Complimentary exercise room and pool access at Brook Pointe Resort for the employee and immediate family. Mileage reimbursement for approved use of a personal vehicle. Work Environment This is a primarily on-site, business-casual office position with regular travel between nearby offices and properties and occasional local errands. Total work-related travel is generally less than 5%. Some flexibility in hours and occasional support outside the regular schedule may be needed. The position involves extended periods of sitting or standing, repetitive computer work, walking, climbing stairs, bending, reaching and lifting or moving items weighing up to 35 pounds. Reasonable accommodations may be considered in accordance with applicable law.

Pay:

$53,000.00 - $60,000.00 per year

Benefits:

Employee discount Paid time off

Work Location:

In person