Leasing Operations Manager

CYM Living - Where caring meets innovation. We are a national real estate firm with corporate headquarters in Chicago, IL, Indianapolis, IN and just outside of New York City. Our mission is to provide our residents with an exceptional living experience, nurture a culture of community, and empower growth from within. As a vertically integrated firm, we lead with operations by taking a hands-on approach to real estate investment and property management, accomplishing our mission by incorporating data and technology with hyperlocal customer service to all units. Position Overview: The Leasing Operations Manager serves as the second-in-command within the Illinois leasing portfolio. Reporting directly to the Regional Leasing Manager, this role provides strategic and operational support across all Lead-to-Lease functions. This individual plays a key leadership role in driving leasing performance, developing team capability, strengthening reporting infrastructure, and ensuring consistent execution of company policies and procedures. The role requires frequent travel to Zone offices, properties, and corporate headquarters to maintain visibility, accountability, and performance alignment across the region * Advanced knowledge of leasing strategy and sales techniques * Strong understanding of leasing metrics, KPIs, and performance reporting * Ability to develop and deliver structured training programs * Ability to oversee multiple properties and offices simultaneously * Advanced proficiency in EliseAI and AppFolio * Advanced proficiency in Microsoft 365 (Word, Excel, PowerPoint) * Strong leadership presence with the ability to coach and hold teams accountable * Excellent organizational, analytical, and communication skills * Reliable vehicle and ability to travel regularly between properties * Ability to climb stairs and tour multi-level buildings Core Responsibilities Leasing Operations & Performance Oversight * Support oversight of all Lead-to-Lease functions across the Illinois portfolio * Conduct regular visits to Zone offices to review team performance and leasing metrics * Set and review leasing goals for agents and zones * Identify performance gaps and implement corrective strategies * Conduct quality control tours to ensure professionalism and conversion effectiveness Hiring & Talent Development * Oversee leasing recruitment efforts and monitor job postings * Source, interview, and participate in hiring decisions * Coordinate onboarding with HR * Assist with performance evaluations and career development planning Training & Education * Develop and deliver structured training for Leasing Agents and Advisors * Coach staff on sales techniques, objection handling, and CRM optimization * Create targeted training initiatives based on performance trends Policy & Procedure Development * Assist in developing and refining Lead-to-Lease policies and procedures * Ensure policies are communicated and consistently implemented * Identify operational inefficiencies and recommend improvements Reporting & Data-Driven Performance Management * Monitor daily, weekly, and monthly leasing performance using CRM tools * Analyze KPIs including lead response time, conversion ratios, and occupancy trends * Provide actionable coaching based on performance data * Support strategic planning through data analysis and forecasting Leadership Expectations * Lead by example in professionalism and accountability * Maintain strong communication with property management teams * Promote a culture of performance and continuous improvement * Drive measurable leasing growth across the region At CYM Living, we believe high performance should be rewarded. We offer: * Competitive base salary * Full health benefits * Life insurance coverage * Paid Time Off (PTO) * Paid sick leave * Opportunities for advancement within a growing national organization * An unmatched company culture built on accountability, innovation, and community We are committed to investing in our team members and promoting growth from within Equal Opportunity Employer CYM Living is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other protected characteristic in accordance with applicable federal, state, and local laws. We believe diversity strengthens our organization and enhances the communities we serve.