Base Annual Compensation: $80,000 - $120,000 (depending on experience)

Title:                                         Manager, Quality Assurance & Audits

Reports to:                              COO

Primary Function:                   Quality Assurance & Auditing 

Status:                                      Full-Time, Exempt 

Location:                                 San Francisco, CA (3 days per week in-person as required)

Summary

Ballast (“Ballast” or “The Company”) is seeking a Manager of Quality Assurance & Audits to support our rapidly growing team. The Manager, Quality Assurance & Audits will be responsible for executing all activities related to enforcing operational discipline across multifamily operations. This role exists to ensure SOP compliance, data integrity, and consistently high-quality resident service—not to manage properties, but to verify that properties are managed correctly. This position operates as a control function, identifying breakdowns in process execution, data quality, and customer service efficiency, and forcing corrective action through documented audits, escalation protocols, and regular, granular audit scoring presented in a high level executive dashboard. This role exists to protect operational integrity, data credibility, and resident trust—and to surface problems before they become liabilities.

The Company is a vertically-integrated owner-operator of multifamily, student housing, and single family rental assets in the greater Western United States. The Company has several strategic partnerships with global institutional capital providers and has experienced strong growth since its founding in 2014. 

Ballast employs over 250+ real estate professionals whose mission is to create value by acquiring, developing, and managing our dwellings with exceptional care through an integrated approach. Our culture is founded on teamwork, authenticity, integrity and excellence. Through a shared purpose and common goal, the organization is built to serve its partners and communities within which it invests.

Primary Responsibilities 

• SOP Compliance & Operational Audits
  1. Conduct routine, randomized and ad-hoc audits of property-level operations (leasing, maintenance, vendor management, resident communication, etc.)
  2. Validate that documented SOPs are being followed exactly, not “interpreted”
  3. Identify process drift, workarounds, and failure points
  4. Maintain a formal audit calendar and scoring framework by function and property
  5. Issue written audit findings with severity ratings, root cause analysis, and required remediation
• Data Quality & Systems Integrity
  1. Audit operational data across core systems (e.g., Yardi, ZenDesk, ProCore, Monday.com, Foundry
  2. Enforce standards for:

• Work order lifecycle accuracy, timelines, escalations, prioritization and notification
• Job codes and categories, GL cost coding
• Vendor assignment and NTE compliance
• Flag and quantify data inconsistencies, missing records, and premature closures
• Partner with Ops, IT, and Analytics to correct upstream process failures, not just downstream data
• Customer Service Quality & Efficiency
  • Evaluate resident service delivery using:
    • Response time SLAs
    • First-contact resolution rates
    • Escalation frequency
    • Re-open rates
    • Tone, clarity, and professionalism of communications
  • Audit call logs, tickets, emails, and resident complaints for service quality and compliance
  • Identify patterns that create friction, delays, or unnecessary handoffs
  • Recommend operational changes that improve speed, clarity, and resident trust
• Issue Escalation & Remediation Tracking
  • Own the formal escalation pathway for audit findings
  • Ensure findings are:
    • Assigned to a responsible owner
    • Time-bound with clear expectations
    • Verified as corrected (not just acknowledged)
  • Track repeat failures and escalate chronic non-compliance to senior leadership
  • Maintain an audit issue log with trend analysis
• Reporting & Executive Visibility
  • Produce concise, fact-based reports for leadership covering:
    • Compliance rates
    • Data quality scores
    • Service performance gaps
    • Repeat failure areas
  • Translate audit results into actionable operational risk insights
  • Support leadership with objective evidence, not anecdotes
• SOP Evolution & Continuous Improvement
  • Identify where SOPs are unclear, outdated, or impractical
  • Recommend targeted SOP revisions based on observed reality in the field
  • Partner with Ops leadership to improve process design without diluting standards
  • Train teams on updated expectations when required

Authority & Independence

• Operates independently of property management
• Authorized to audit any property, team, or operational function
• Authorized to escalate findings directly to senior leadership

Key Performance Indicators (KPIs)

• SOP compliance rate by function and property
• Audit issue recurrence rate
• Data accuracy and completeness scores
• SLA adherence and re-open rates
• Time-to-remediation for audit findings
• Reduction in preventable resident complaints

Minimum Requirements and Qualifications 

• 7+ years in multifamily operations, audit, quality assurance, or process control
• Deep understanding of property management workflows (leasing, maintenance, comms, utilities, etc.)
• Strong command of operational systems (Yardi, ZenDesk, Monday.com, Foundry)
• Proven experience enforcing standards across decentralized teams
• Exceptional analytical and documentation skills
• Comfortable delivering direct, evidence-based feedback to senior operators

Key Skills and Competencies 

• Experience in large-scale or institutional multifamily portfolios
• High tolerance for conflict in service of standards
• Strong systems thinking—focuses on root causes, not symptoms

Ballast Investments is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, and we prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  Ballast Investments is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.