Chief Operating Officer PM

About the role

The Chief Operating Officer (COO) of Property Management provides strategic leadership and executive oversight of the PCMH/CHC property management portfolio. The COO is responsible for ensuring operational efficiency, financial performance, regulatory compliance, property maintenance, and effective housing administration across all managed properties. The COO directs the Property Management Division, establishes operational standards, and ensures properties are maintained in a safe, efficient, and fiscally responsible manner. Reporting directly to the Chief Executive Officer (CEO), the COO collaborates with executive leadership to support organizational objectives, promote housing stability, and ensure accountability across the property portfolio.

Division Responsibilities and Boundaries

• Property Management owns rent billing and collection, leasing, lease enforcement, legal eviction coordination, building maintenance, repairs, unit turnover, supers and porters, vendor management, housing eligibility certifications, recertifications, and property-related compliance.
• The Service Division owns tenant services, supportive services, case management and clinical programs, including the supervision and quality of service and clinical staff.
• Both divisions coordinate on tenant needs, housing stability, reasonable accommodations, safety incidents and crisis response while maintaining appropriate confidentiality and distinct decision rights.
• The COO escalates conflicts between property obligations and service-program needs to the CEO under established protocols.

Leadership, Staffing and Accountability

• Direct and evaluate property managers, regional supervisors, maintenance leadership, supers, porters, leasing, compliance and administrative personnel, through an approved reporting structure.
• Establish clear job descriptions, supervision, staffing plans, coverage schedules, training, performance reviews and succession planning.
• Set standards for responsiveness, professionalism, tenant treatment, documentation, safety and ethical conduct.
• Manage employee issues and recommend senior appointments or structural changes for executive approval.

Rent, Leasing and Tenancy Administration

• Oversee accurate rent rolls, tenant ledgers, billing, collections, arrears follow-up, payment plans and reconciliation with Finance.
• Supervise vacancies, marketing, applications, leasing, renewals, move-ins, move-outs and unit turnovers under applicable program rules.
• Ensure consistent lease enforcement, notices, documentation and coordination with legal counsel for eviction proceedings; comply with all legal protections and required approvals.
• Maintain reliable records of leases, household composition, subsidy arrangements, income limits, rent calculations and applicable restrictions.

Affordable Housing Certifications and Compliance

• Own the operational process for initial eligibility determinations, income and household certifications, periodic recertifications, file completeness and timely renewals for regulated units.
• Maintain property-by-property compliance calendars and controls for applicable low-income housing, rental assistance, regulatory agreements and government program requirements.
• Coordinate with compliance specialists, agencies, auditors and legal counsel to respond promptly to regulatory findings.
• Ensure fair housing, nondiscrimination, reasonable accommodation, tenant notices, privacy and records-retention requirements are followed.
• Confirm specific program rules for each property rather than applying a single certification or rent standard to the full portfolio.

Maintenance, Buildings and Capital Work

• Oversee preventive and corrective maintenance, work orders, emergency response, building systems, unit readiness and common-area conditions.
• Supervise maintenance personnel and coordinate building contractors to ensure timely, high-quality repairs.
• Maintain code, fire and life-safety compliance, required permits, inspection schedules and timely remediation of violations.
• Develop and implement preventive maintenance, repair and capital improvement plans within approved budgets, minimizing tenant disruption.
• Oversee emergency preparedness, disaster response and business continuity plans for properties, including staff training, vendor readiness and coordination with appropriate departments.
• Establish inspection schedules and track property deficiencies through verified resolution.

Inventory Control and Asset Management

• Oversee a centralized inventory control system for maintenance supplies, tools, equipment, appliances, replacement parts and other property-related assets across the portfolio.
• Ensure accurate inventory records documenting quantities, locations, purchases, distribution, transfers and disposal of property assets.
• Implement standardized ordering, receiving, secure storage, issuance and replenishment procedures, with appropriate approvals and separation of duties.
• Establish minimum and maximum stock levels, conduct periodic physical inventories and reconcile discrepancies; investigate and address loss, damage, waste or unauthorized use.
• Coordinate inventory budgets and asset reporting with Finance; identify waste and cost-saving opportunities.

Risk Management, Internal Controls and Insurance

• Oversee property-related risk assessments, insurance incident reporting, claims documentation and loss-prevention measures in coordination with the CEO, Finance, legal counsel and insurance representatives