WELLTOWER - REIMAGINE REAL ESTATE WITH US At Welltower, we're transforming how the world thinks about senior living and wellness-focused real estate. As a global leader in residential wellness and healthcare infrastructure, we create vibrant, purpose-driven communities where housing, healthcare, and hospitality converge. Our culture is fast-paced, collaborative, and endlessly ambitious-guided by our mantra: The only easy day was yesterday.
We're looking for bold, independent thinkers who thrive on challenge, embrace complexity, and are driven to deliver long-term value. Every team member is empowered to think like an owner, innovate fearlessly, and lead from where they stand. If you're passionate about outcomes and inspired by the opportunity to shape the future of healthcare infrastructure, we want you on our best-in-class team.
ABOUT THE ROLE The Senior Manager, Yardi Help Desk is an experienced and dynamic team player who will oversee the Help Desk platform by leading a team that provides critical support and troubleshooting related to the Yardi Senior product suite. The ideal candidate possesses the ability to work cross-functionally to drive platform performance, improve customer experiences, enhance operational efficiency, and ensure consistent and high-quality support across multiple stakeholders. The Senior Manager, Help Desk will be required to work within a high demand, performance driven environment that focuses on implementing scalable solutions that are aligned with the company's overall business strategy.
KEY RESPONSIBILITIES - Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives
- Oversee day-to-day operations of the help desk platform supporting multiple stakeholders using the Yardi Senior Housing Product Suite
- Ensure high levels of user satisfaction, quick resolution of support tickets, and effective handling of issues ranging from basic inquiries to complex troubleshooting
- Provides expertise in designing and optimizing workflows, ensuring standardization
- Supervise a team of help desk agents and support staff, providing guidance, training, and performance reviews
- Foster a culture of continuous learning, customer-centric service, and accountability
- Ensure that staffing levels and skills align with service demand
- Monitors and analyzes help desk platform performance, identifying opportunities for process improvements, automation, and system enhancements.
- Develops and maintains key performance indicators (KPIs) for help desk operations
- Analyzes ticket data to identify trends, root causes, and opportunities for improvement
- Provides regular reports to leadership on help desk performance, customer satisfaction, and operational goals
- Collaborates with internal support teams to resolve challenges
- Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture
- Develops regular and thorough status communications for senior leadership and stakeholders
- Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions
OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
TRAVEL Out-of-area and overnight travel should be expected as outlined in specific projects for which this role will engage.
MINIMUM REQUIREMENTS Skills / Specialized Knowledge: - Ability to manage portfolios of work
- Solid understanding of project management and agile practices, with the ability to teach and coach others
- Keen ability to engage and work with different teams
- Strong interpersonal, conflict management, and communications skills
- Effective documentation and reporting skills
Experience: - At least 5 years of experience in help desk management, IT support, or customer service leadership roles, preferably within a SaaS or senior housing software environment
- Proven experience managing a team of support professionals, including hiring, coaching, and performance management
- Strong knowledge of the Yardi Senior product suite is highly preferred
- Experience with help desk platforms, ticketing systems, and customer relationship management tools (JIRA, ServiceNow, Zendesk)
- Proficiency in troubleshooting technical issues related to SaaS platforms, cloud-based systems, and web applications.
- Familiarity with IT infrastructure, system integrations, and database management.
- Ability to manage complex support cases and escalate issues as necessary.
- Project Management and Technical Support experience
Education: - Bachelor's degree in information technology, business administration, or related field
- Relevant certifications (ITIL, Help Desk Management) are a plus
- Agile, Six Sigma, or PMP certification strongly preferred
Employment is contingent upon the successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position.
WHAT WE OFFER - Competitive Base Salary + Annual Bonus
- Generous Paid Time Off and Holidays
- Employee Stock Purchase Program - purchase shares at a 15% discount
- Employer-matching 401(k) Program + Profit Sharing Program
- Student Debt Program - we'll contribute up to $10,000 towards your student loans!
- Tuition Assistance Program
- Comprehensive and progressive Medical/Dental/Vision options
ABOUT WELLTOWER Welltower® Inc. (NYSE: WELL) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care.
Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture.
Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors - our North Star.
Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
