Operations Manager

Job Purpose

The Operations Manager serves as the primary point of contact for operational execution and leadership alignment. This role is responsible for translating executive directives into consistent, high-performing day-to-day operations across the property management portfolio.

The Operations Manager provides operational oversight, direction, and support to property management, maintenance, and support teams by implementing and enforcing established standard operating procedures (SOPs). This role emphasizes leadership, accountability, and continuous improvement while promoting company vision, values, and performance standards.

The Operations Manager works closely with Finance & Accounting leadership to support organizational goals and is an active member of the Senior Management Team, expected to meet leadership standards established by executive leadership.

Reports To

Vice President of Operations

Key Responsibilities

Operations – Property Management

• Monitor and measure productivity and performance across property management teams
• Provide oversight of daily operations across assigned portfolios
• Drive accountability for tenant retention, rental performance, and cost control
• Review daily operational notes, providing feedback and follow-up
• Conduct weekly one-on-one meetings with Property Managers
• Prepare agendas and materials for owner and senior leadership meetings
• Deliver owner reports and operational updates
• Audit operational reports to ensure consistent execution
• Support collaboration between office staff and maintenance teams
• Enforce leadership standards and company culture
• Attend on-site meetings to monitor engagement and performance
• Audit vacant units to ensure lease readiness
• Oversee and audit property management software usage to ensure SOP compliance
• Continuously enhance systems and workflows to improve operational efficiency
• Audit rent collection, concessions, evictions, judgments, and bad debt
• Review approved applications and leases prior to executive approval
• Audit security deposit forfeitures prior to accounting processing
• Maintain, update, and create SOP documentation

Operations – Third-Party Property Management Oversight

• Conduct regular meetings with third-party management partners
• Review leasing activity, tenant retention, market conditions, and operations
• Audit leasing trackers and reporting tools
• Perform independent market comparisons (“shop the comp”)
• Support annual market rate reviews, research, and owner approval processes
• Provide general oversight of operational and maintenance performance

Operations – Maintenance

• Monitor efficiency and productivity of maintenance teams
• Oversee work orders, unit turns, and preventative maintenance execution
• Audit maintenance tracking systems and inventory controls
• Identify potential unit upgrades and renovation opportunities
• Conduct property inspections for appearance and preventative maintenance
• Support facilities leadership with capital improvement initiatives
• Oversee and audit vendor contracts and service performance

Business Systems & Technology

• Manage and supervise IT operations
• Identify and implement technology solutions that improve efficiency
• Support staff training on business systems and tools
• Enforce technology-related SOPs and accountability
• Oversee vendor audits and cost controls related to systems
• Continuously evaluate systems to better align with organizational priorities

Commercial Leasing

• Oversee commercial leasing portfolios
• Review and manage commercial lease agreements
• Track lease terms, renewals, and amendments
• Monitor commercial market conditions
• Manage broker relationships
• Address commercial tenant concerns
• Ensure all agreements align with market standards and legal requirements

Sales & Marketing

• Oversee portfolio marketing to ensure alignment with SOPs and branding standards
• Implement marketing strategies as directed by executive leadership
• Manage advertising vendors and campaign execution
• Audit market and competitive reporting to inform pricing and positioning
• Ensure advertising standards reflect urgency, visibility, and quality
• Train Property Managers on portfolio branding, demographics, and marketing strategies
• Monitor and respond to online reviews and social media feedback

Financial Performance

• Drive financial performance through income growth, expense control, and asset care
• Collaborate with Finance & Accounting on budgets and financial goals
• Support Property Managers in managing budgets and financial targets
• Provide quarterly financial performance reporting
• Audit bad debt and collections
• Develop pricing strategies based on market data and occupancy trends
• Maintain competitive renewal rates and occupancy
• Control costs by actively managing controllable expenses

Staffing & Training

• Ensure compliance with SOPs and leadership directives
• Provide staffing insights and recommendations to senior leadership
• Train and develop team members for growth and efficiency
• Partner with HR on hiring, onboarding, and performance evaluation
• Support company-wide training initiatives
• Manage and develop Property Managers
• Ensure adequate staffing coverage across portfolios and support roles

Human Resources

• Audit and oversee documentation related to employee corrective actions
• Collaborate with HR prior to disciplinary actions
• Deliver corrective action when required
• Maintain working knowledge of payroll processes and provide coverage as needed
• Ensure policies and procedures comply with all applicable laws
• Support ongoing updates to employee handbook and HR policies