Multi-Family Operations Manager

Job Summary (Mission)

The Multifamily Operations Manager is the primary operational leader and first point of contact for our 1,200 unit portfolio. This role serves as the Director of Multifamily’s key operational partner, managing all on-site Property Managers, handling day-to-day escalations, and ensuring portfolio stability. The mission is to resolve daily operational hurdles and ensure all policies, vendors, and technologies are executed effectively.

Core Responsibilities

• Team Management & Performance o Direct manager and “first call” for all onsite Property Managers.
• Full responsibility for coaching, staffing decisions, and performance management. oEscalate critical personnel issues to Director for strategic support.
• Financial & Reporting o Own monthly variance reporting with sitelevel managers.
• Review P&Ls with Director, identify trends, and implement corrective actions. oAssist in annual budget prep with on-site data and analysis.
• Leasing & Marketing Oversight o Support leasing performance at each community.
• Ensure accuracy of ILS listings, marketing campaigns, and property websites. oParticipate in market surveys and rate recommendations.
• Maintenance & Vendor Logistics o Point of contact for daily vendor communication.
• Hold vendors accountable for performance, pricing, and timely completion. oPartner with Multifamily Maintenance Manager on capital project logistics and resident communication.
• Triage complex maintenance issues beyond on-site capability.
• Technology & Process Ownership o Drive adoption of maintenance management and other technology systems.
• Train teams and ensure compliance with required processes.
• Resident & Legal Triage o Handle escalated resident concerns that cannot be resolved at the site level.
• Manage relationships with collections/eviction partners. oFilter non-standard legal notices and route appropriately.
• Incident Response
• Respond to fires, floods, and major incidents; coordinate immediate response and keep Director updated.
  
  

Required Qualifications

• Minimum 5 years multifamily experience.
• Senior Property Manager experience on a 300 unit asset OR 12 years multisite experience.
• Proficiency with property management software such as AppFolio, Yardi, RealPage OneSite, ResMan, Entrata, Buildium, or similar platforms.
• Strong working knowledge of TN landlordtenant law and Fair Housing.
• Availability for afterhours emergencies.
  
  

Preferred Qualifications

• Experience training teams on new systems or processes.