Property Operations Manager

Property Operations Manager

Salary Range $70,304.00 - $80,000.00 Salary Position Type Full Time Job Shift Day Category Real Estate

Description

As the Property Operations Manager, you will oversee a Resident Services Team, providing portfolio-wide operational support to ensure compliance with KPIs related to renewals, collections, financial performance, and resident retention. This role plays a critical part in identifying and supporting underperforming or short-staffed properties, ensuring that all compliance measures, especially those related to housing subsidies and legal coordination, are met with excellence. You're an Ambassador of process improvement, training, team development, and operational consistency.

Reports To: Regional Sales Manager

How You Will Contribute:

Customer Experience and Leadership

• Creates and maintains a safe, respectful, and productive environment for all team members in the community.
• Help set a Service Excellence standard and inspire the teams to achieve it.
• Promotes regular communication and transparency within the community.
• Promotes and upholds company values, employee promises, policies, and initiatives.
• Efficiently handles resident requests and concerns.
• Focuses on identifying the challenges early and taking corrective measures as necessary.
• Owns the employee experience, helps drive employee satisfaction, and elevates team behaviors.
• Maintains a strong connection of the community team to GHP.

Leadership & Team Development

• Supervise and support the Resident Services Team across the GHP portfolio.
• Conduct weekly 1:1s and team check-ins to provide coaching, feedback, and performance guidance.
• Lead onboarding, continuous training, and skill-building efforts for the onsite and floating teams.
• Train and develop assigned portfolio teams on renewal strategies and resident retention best practices to drive lease renewals and improve overall retention rates.
• Foster a strong culture of accountability, engagement, and results within your teams.
• Oversee weekly timecard review and ensure payroll is submitted timely and accurately.
• Serve as a liaison between on-site teams and regional leadership.

Compliance & Legal Coordination

• Ensure compliance with all lease agreements, Fair Housing regulations, and internal SOPs.
• Oversee and audit Housing Subsidy Program processes to ensure complete and accurate documentation.
• Collaborate with the Legal Department to assist in processing Housing Subsidy Applications and ensuring proper follow-up and tracking.
• Perform regular file audits for lease compliance, subsidy approvals, and documentation accuracy.
• Proactively identify risk areas and implement corrective measures to uphold operational compliance.

Resident Experience & Retention

• Set and maintain high standards for resident experience and service delivery.
• Support underperforming properties with resident retention strategies, renewal management, and customer service resolution.
• Monitor and support communities in achieving a 60% renewal goal across the region.
• Conduct resident outreach and satisfaction check-ins as needed.

Sales & Marketing Support

• Support leasing teams in overflow leasing during high-traffic or short-staffed periods.
• Ensure strong lead follow-up practices and reinforce sales best practices.
• Assist with the leasing and renewal of subsidy units, including guiding prospects through eligibility and documentation.

Financial & Operational Oversight

• Monitor and support assigned properties in managing delinquencies and collections.
• Support community teams with revenue collection, payment posting, and financial record accuracy.
• Collaborate with site teams to support rent growth strategies and budget performance.
• Audit insurance, subsidy, and income documentation regularly to ensure accuracy and completeness.

Qualifications

Qualifications

• 3+ years of experience in Property Management, with a focus on operations or compliance.
• Knowledge and experience with Housing Subsidy Programs (e.g., Section 8, EHV, VASH).
• Strong knowledge of Yardi (1+ year) and proficiency in MS Word, Excel, and Outlook.
• Experience supervising teams, providing feedback, and developing talent.
• Excellent organizational and problem-solving skills.
• Strong interpersonal and communication skills with both residents and internal teams.
• Ability to manage multiple priorities across different communities.
• Bookkeeping or accounting experience preferred.

Physical Requirements

• Frequently move/traverse, ascend/descend stairs within apartment communities.
• Must be able to bend, reach, lift, and carry up to 25 lbs.
• Prolonged periods in a stationary position; frequent use of computers and office equipment.
• Must have a valid CA driver's license, auto insurance, and reliable transportation.

Schedule

• Full-time, 40 hours per week.
• Must be available for weekend coverage as needed