Portfolio Operations Manager

Essential Duties

• Provide onsite operational support during staffing gaps, transitions, or periods of increased demand.
• Maintain a regular schedule of onsite support across the portfolio, including designated weekly coverage responsibilities.
• Partner with Property Managers to troubleshoot operational challenges and reinforce company processes and service standards.
• Aid in the implementation of operational initiatives, process improvements, and training efforts across communities.
• Support move-ins, renewals, and other operational activities to ensure continuity of service.
• Assist with implementation of operational initiatives, process improvements, and training efforts across communities.
• Support onsite leasing teams in reinforcing best practices for lead management, prospect follow-up, and conversion.
• Conduct site visits to assess leasing performance, support prospect tours, and troubleshoot challenges.
• Aid in maintaining accurate CRM and Yardi data to support leasing performance and reporting.
• Utilize leasing and marketing tools to support prospect engagement and onsite leasing efforts.
• Analyze traffic, lead activity, and conversion trends to identify opportunities to strengthen leasing performance.
• Aid in leasing execution and documentation within Yardi, including new leases and move-in coordination.
• Partner with the Director of Residential Property Management and Marketing team to help establish and maintain a consistent leasing-to-resident lifecycle that supports a seamless resident experience across the portfolio.
• Support communities in delivering a smooth transition from leasing through move-in and early residency by reinforcing established onboarding standards and processes.
• Collaborate with Marketing and onsite teams to develop, coordinate, and support resident engagement initiatives and community programming that enhance resident satisfaction and brand consistency.
• Serve as the primary point of contact for troubleshooting resident portal and Yardi-related issues, helping identify root causes and coordinating resolution with appropriate internal teams or vendors.
• Receive, triage, and distribute system-related tickets or operational issues to ensure timely resolution and communication with onsite teams.
• Aid in resolving escalated resident concerns when additional mediation or leadership support is required, particularly when prior staff-led resolution efforts have been unsuccessful.
• Partner with onsite teams to reinforce service recovery best practices and maintain positive resident relationships.
• Partner with the Marketing team to ensure accurate and compelling online presence across all listing platforms (ILS), including regular audits of listings, photos, and content to maintain visibility and brand consistency.
• Support onsite teams in executing marketing initiatives designed to increase traffic, brand awareness, and leasing activity.
• Identify and cultivate local outreach opportunities to increase community visibility, including partnerships with nearby businesses, employers, and organizations such as local Chambers of Commerce.
• Aid in the development and coordination of grassroots marketing strategies, including signage placement, neighborhood outreach, and community engagement efforts.
• Collaborate with Marketing and onsite teams to brainstorm and implement creative leasing and outreach strategies that respond to local market conditions.
• Monitor competitor activity, market trends, and neighborhood developments to help inform leasing strategy and positioning.
• Aid in the support of marketing campaigns, promotions, and leasing initiatives across the portfolio, helping ensure consistent execution at the site level.
• Aid in documentation, training materials, or communication related to marketing and leasing initiatives.

Knowledge, Skills, and Abilities

• Excellent communication skills
• Excellent customer service skills
• Excellent attention to detail
• Strong administrative and organizational skills
• Strong problem-solving skills
• Strong time management skills and ability to prioritize wisely
• Strong sales background
• Knowledge of state law as it relates to fair housing
• Ability to work independently across multiple communities while maintaining strong collaboration with onsite teams and leadership

Experience and Education

• Bachelor’s degree preferred or equivalent related work experience
• Proven successful sales experience
• 3 years of experience in relevant sales role
• 1+ year as a manager preferred
• Demonstrated knowledge of the full cycle of sales with an entrepreneurial mindset to grow
• Experience and knowledge of Yardi preferred
• Experience in multifamily leasing, property management, or portfolio operations strongly preferred