Chief Operating Officer

About the role

The Chief Operating Officer (COO) is a strategic enterprise leader accountable for delivering consistent operational excellence across Goldmark Property Management and Sterling Management. This role aligns strategy, culture, and execution, ensuring people, processes, technology, and performance systems drive exceptional experiences for residents, commercial tenants, investors, and team members.

Responsibilities

• Leadership Effectiveness, Team Member Engagement & Development
• Build accountable, resilient leaders who model professionalism and values-aligned behaviors.
• Strengthen bench strength through clear expectations, intentional development, and succession readiness.
• Embed organizational values and culture into everyday leadership practices.
• Drive excellence through a high-performing coaching and feedback culture.
• Maximize property and enterprise performance through cross-functional collaboration.
• Achievement of Enterprise Operating & Financial Performance
• Achieve operating and financial performance aligned to annual operating and capital plan targets.
• Ensure disciplined, accurate budgeting and forecasting.
• Drive rigorous KPI monitoring and initiate aggressive corrective action when needed, with tight alignment across Finance, Accounting, and Asset Management.
• Ensure growth budgets, forecasts, and capital plans are reliable, prioritized, and executable.
• Customer Experience Excellence Across Residential & Commercial Portfolios
• Deliver sustained, best-in-class satisfaction through consistent, high-quality experiences across all operational touchpoints.
• Strengthen responsiveness through clear expectations, effective service recovery, and timely communication that builds resident and tenant trust.
• Sustain and strengthen Trustmark's brand standards through a relentless focus on front-line execution.
• Organizational Alignment, Operational Excellence & Scalability
• Translate enterprise strategy into clear, executable operational plans across departments.
• Drive consistent execution of standardized processes, regulatory compliance, and internal safety standards.
• Improve efficiency through process optimization, system improvements, and technology adoption.
• Manage operational risk through alignment with OSHA, EPA, Fair Housing, and safety standards.
• Enterprise Impact & Long-Term Strategic Outcomes
• Align operational decisions with organizational vision, profitability, and growth objectives.
• Lead enterprise-wide initiatives that deliver measurable, sustainable results.
• Advance innovation and technology adoption to improve scalability and organizational resilience.
• Guide teams effectively through change to strengthen adaptability and long-term durability.
• Stakeholder Trust, Transparency & Strategic Influence
• Build trust through transparent communication of performance, risks, and priorities across all stakeholder groups.
• Strengthen relationships with residents, tenants, team members, investors, and partners.
• Represent the organization professionally across internal and external forums — from investor and board presentations to industry events — reinforcing strategic alignment and long-term objectives.
• Define decision authority, escalation paths, and accountability models to drive speed, consistency, and enterprise-aligned outcomes.

Qualifications

• Models accountability, integrity, and ethical standards, setting a clear bar for performance and conduct.
• Thinks strategically and executes pragmatically, balancing short- and long-term organizational objectives.
• Buils trust-based relationships across diverse internal and external stakeholders and communicates with clarity and influence across all audiences, orally and in writing.
• Inspires, coaches, and develops leaders and teams to achieve high-level performance and engagement.
• Demonstrates superior mental acuity, including the ability to analyze data, solve complex problems, and make timely, high-quality decisions.
• Possesses strong business acumen with advanced financial analysis and negotiation skills to support operational and strategic decision-making.
• Manages a high volume of complex, detail-intensive work with accuracy, prioritization, and follow-through.
• Brings exceptional energy, resilience, and adaptability to a fast-paced environment with evolving conditions.
• Proficient in Microsoft 365 (Word, Excel, Outlook, Teams, SharePoint) with professional fluency in English.

Critical Skills & Attributes

• Bachelor's degree in business, finance, real estate, or related field required.
• MBA preferred.
• Minimum of ten years in senior operational leadership experience roles, preferably in real estate, property management, or investment advisory services is required.
• Demonstrated ability to deliver consistent, high-level results across individual, team, and organizational outcomes is required.
• Proven ability to lead large, cross-functional teams and manage complex operations is required.
• Proven success in motivating and developing talent, navigating complex customer and employee situations, and driving operational excellence is required.
• Minimum of seven years overseeing financial operations and/or back-end business processes is required.
• Experience with marketing, branding, and public relations across an enterprise preferred.