Jennifer Cross
Wheaton,USA
Summary
Results-driven operations leader with 10+ years of experience in property and facilities management, delivering operational excellence, enhanced resident satisfaction, and strong financial performance. Proven success in leading cross-functional teams, driving occupancy and revenue growth, and implementing proactive maintenance and operational strategies. Skilled in strategic planning, stakeholder collaboration, and team development, with expertise in budget management, compliance oversight, and Yardi system optimization.
Overview
6
6
years of professional experience
Work History
Operations Director
Balfour Beatty Communities
Wheaton, MD
03.2024 - Current
- Accountable for achieving budgeted occupancy targets by setting and executing strategic marketing initiatives and overseeing leasing performance.
- Establish business priorities, supervise leasing and prospect management, and oversee maintenance operations to ensure optimal property performance.
- Ensure strict adherence to all company policies, compliance standards, and business agreements.
- Provide assurance on the completeness and accuracy of all underlying Yardi transaction data, maintaining financial integrity and audit readiness.
- Drive achievement of operational and maintenance performance metrics in accordance with partnership agreements and installation goals.
- Collaborate closely with Facility Management to address outstanding maintenance issues, identify recurring service trends, and implement proactive solutions to reduce long-term work orders.
- Foster and embody a WeCare Culture, promoting accountability, service excellence, and resident-first leadership.
- Interview, hire, onboard, and retain high-performing team members to support occupancy, financial, and service goals.
- Lead onboarding, training, and development of team members through mentorship, performance feedback, and structured growth opportunities to strengthen engagement and retention.
- Manage team and company priorities through continuous feedback, relationship-building, and strategic problem solving.
- Build, maintain, and collaborate relentlessly with key stakeholders, including Installation Commands, Army Housing Partners, county staffing representatives, residents, and internal leadership to achieve company and installation objectives.
- Develop and manage the annual operating budget; achieve monthly and quarterly financial targets through disciplined expenditure monitoring and financial oversight.
- Oversee full financial management of the property, including budget development, financial reporting, AP/AR processing, and expense control.
Assistant Operations Director
Balfour Beatty Communities
Wheaton, MD
04.2022 - 03.2024
- Managed AP/AR processes, ensuring timely, accurate posting in Yardi and adherence to contracts and vendor agreements.
- Reconciled purchase orders and invoices; audited GL coding for financial accuracy.
- Oversaw daily rental payment posting and ledger reconciliation; resolved discrepancies collaboratively with management.
- Handled sensitive resident documentation, including military orders, pay statements, and dependent records with strict confidentiality.
- Directed move-in/move-out procedures, lease audits, BAH reconciliations, and deposit accounting.
- Maintained vendor compliance and onboarding processes; served as liaison for operational, financial, and service issues.
- Trained staff on financial procedures, compliance requirements, and Yardi accuracy.
Resident Specialist
Balfour Beatty Communities
Wheaton, MD
10.2021 - 04.2022
- Managed all community inquiries in accordance with Exceptional Living Policies.
- Delivered high-quality resident experiences through professional, responsive, and positive interactions.
- Conducted outreach and marketing to attract new prospects, managed waitlists and lease renewals.
- Performed move-in and move-out inspections, ensuring compliance and readiness for occupancy.
- Assisted with property events and activities, enhancing community engagement.
- Conducted market surveys to evaluate competitive advantages and weaknesses.
Seasonal Welcome Coordinator
Balfour Beatty Communities
El Paso, TX
05.2020 - 09.2021
- Collected resident payments and maintained accurate records in Yardi.
- Conducted property tours, both in-person and virtually, highlighting features and addressing inquiries.
- Managed customer service, including lease preparation, issue resolution, and tenant onboarding.
- Inspected properties before and after move-ins/outs; assessed damages and coordinated remediation.
- Performed administrative tasks including data entry, phone support, and filing.
Education
Some College (No Degree) - Education
Austin Peay State University
Clarksville, TNSkills
- Property Operations Leadership
- Budget Development & Financial Management
- Occupancy Growth & Marketing Strategy
- Yardi System & Transaction Data Accuracy
- Facilities & Maintenance Coordination
- Team Building, Mentorship & Retention
- Engagement & Relationship Management
- Compliance & Policy Adherence
- Process Improvement & Problem Solving
- Resident Experience & Culture Leadership
- Performance Coaching & Team Development
- Operational Training & Process Improvement
- Stakeholder Collaboration & Consulting
Timeline
Operations Director
Balfour Beatty Communities
03.2024 - Current
Assistant Operations Director
Balfour Beatty Communities
04.2022 - 03.2024
Resident Specialist
Balfour Beatty Communities
10.2021 - 04.2022
Seasonal Welcome Coordinator
Balfour Beatty Communities
05.2020 - 09.2021
Some College (No Degree) - Education
Austin Peay State University