Jillian Skowronek
Scotia,NY
Summary
Strategic operations and customer experience leader with 10+ years of experience managing large-scale, multi-site operations and leading high-impact business initiatives. Proven success designing operational frameworks, driving process improvement, managing escalations, interpreting policy, and balancing customer experience goals with financial and operational targets. Skilled in cross-functional collaboration across operations, legal, finance, HR, and service teams to solve complex issues, improve outcomes, and implement scalable solutions. Adept at translating operational data and trends into actionable business decisions while leading change management and continuous improvement efforts.
Overview
10
10
years of professional experience
Work History
Senior Community Manager-Multi-Site Portfolio
Burns Management
Albany, NY
01.2023 - Current
Senior Community Manager – Multi-Site Portfolio | Burns Management
• Led operations across a multi-site residential portfolio, balancing customer experience, operational performance, compliance, and financial priorities.
• Designed and implemented operational procedures, escalation pathways, and issue-resolution frameworks to improve consistency and customer outcomes.
• Analyzed complaint trends, resident feedback, credits, and operational issues to identify root causes and implement corrective actions.
• Partnered cross-functionally with legal, HR, finance, maintenance, and leadership teams to resolve high-risk situations and ensure policy compliance.
• Drove change management initiatives, including new operational processes and service improvements across multiple communities.
• Managed operational budgets, vendor relationships, and expense priorities to support portfolio performance and resident retention.
• Delivered performance reporting and operational insights to leadership to support strategic decision-making and continuous improvement.
• Led crisis response and complex issue resolution, balancing resident experience, policy adherence, and operational risk mitigation.
Property Manager-Multi-site Portfolio
Burns Management
Albany, NY
12.2016 - Current
- Managed day-to-day operations for individual communities, including leasing, renewals, and resident relations.
- Implemented strategic initiatives to enhance resident satisfaction and community engagement.
- Applied policies and procedures to ensure compliance with regulations and standards.
- Collaborated closely with maintenance teams to address property issues and ensure timely resolution.
- Oversaw daily operations of residential properties, ensuring compliance with regulations and resident satisfaction.
- Developed and implemented property maintenance schedules to enhance operational efficiency and reduce downtime.
Education
Science Major -
University of Alaska Fairbanks
Fairbanks, AKSkills
- Strategic operations and program design
- Policy interpretation and implementation
- Budget and expense control
- Complaint resolution and escalation management
- Decision making and KPI analysis
- Team leadership and management
- Operations & Finance: Budgeting and expense management, KPI analysis, strategic planning
- Policy & Compliance: Policy interpretation, complaint resolution, escalation management
- Team Leadership: Team building, cross-functional collaboration, program design
- Stakeholder communication
Timeline
Senior Community Manager-Multi-Site Portfolio
Burns Management
01.2023 - Current
Property Manager-Multi-site Portfolio
Burns Management
12.2016 - Current
Science Major -
University of Alaska Fairbanks