Supervisor, Utilities

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions. The Supervisor of Utilities is responsible for leading and managing a team of professionals focused on delivering high-quality utility management services. This role oversees the performance and development of team members, ensuring alignment with departmental objectives and company-wide goals. The position is responsible for day-to-day supervision, coaching, and issue resolution, and plays a critical role in maintaining workflow efficiency, meeting KPIs, and providing an exceptional customer experience. Benefits: Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance. Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families. HSA/FSA options and employer-paid disability benefits provided for eligible employees. Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security. Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, gym memberships, mental health resources, wellness challenges, and employee assistance programs. Entrata Cares programs offers opportunities for volunteerism, charity events, and giving back to our community. Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits. Bi-annual swag drops for employees Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law. It’s a great place to work! Will you join us? Responsibilities Manage team performance by setting expectations, coaching team members, and providing performance feedback aligned with company goals. Participate in all aspects of the employee lifecycle including recruiting, onboarding, development, and corrective action when necessary. Monitor team workload and ensure daily tasks align with department goals and client expectations. Serve as the primary escalation point for customer issues related to service quality or team interactions. Maintain a high level of product and system knowledge to support team effectiveness and identify opportunities for process improvement. Collaborate with cross-functional teams such as Product, Development, and Customer Success to resolve internal inefficiencies and enhance service delivery. Develop and maintain internal documentation, workflows, and training materials to support operational excellence. Essential Functions Supervise and manage a team to ensure service level objectives and quality standards are met. Resolve client escalations and collaborate with internal stakeholders to ensure timely and effective solutions. Maintain expert knowledge of internal systems, processes, and products to support team operations. Monitor and manage team performance metrics and KPIs to drive results. Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently. Maintain professional interaction with internal and external stakeholders Ability to work in a fast-paced and high-stress environment Minimum Qualifications Strong leadership and accountability with the ability to develop and coach team members. Excellent written and verbal communication skills with the ability to manage sensitive client and team situations. Proficient problem-solving skills and attention to detail in a fast-paced environment. Ability to evaluate and improve internal processes to enhance operational efficiency. Organizational skills to manage competing priorities and team oversight responsibilities. Proficiency in Microsoft Excel, Google Suite, and other standard office software. Education and Experience Requirements 1–3 years of experience supervising or leading teams in a professional environment. Experience in utility billing or property management preferred. Basic understanding of utility provider billing, accounting principles, and industry best practices. AI & Operational Fluency AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables. Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations. Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models. Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.

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