Portfolio Support Manager

Portfolio Support Manager

Cleveland, Ohio, United States

Fairstead is a purpose-driven real estate firm dedicated to building affordable communities across the country. Headquartered in New York, with offices in Colorado, Florida, and Washington DC, Fairstead owns and manages a portfolio of more than 30,000 apartments, including pipeline, across 28 states. As an integrated owner, operator, and innovator, Fairstead brings development, construction, and property management under one unified platform to deliver high-quality affordable housing that serves our residents at scale.

At Fairstead, we believe affordable housing should be thoughtfully designed, professionally managed, and responsibly operated. We seek to create and preserve housing that serves residents while delivering long-term value to communities, partners, and stakeholders.

Fairstead challenges industry norms through our tech-forward, entrepreneurial approach to affordable housing. In addition to core real estate capabilities, we operate innovative service lines designed to improve resident outcomes, strengthen communities, and drive operational efficiency. We embrace digital transformation, data-driven decision-making, and emerging technologies, including AI, to build scalable systems that support sustainable growth, grounded in a culture of entrepreneurship, innovation, partnership, dedication, and integrity.

The Portfolio Support Manager provides flexible, hands-on management support across a regional portfolio. This role is designed to fill operational gaps when a site team is short-staffed due to vacancies, extended leave, new acquisitions, or other transitions.

Reporting to the Director of Portfolio Operations, the Portfolio Support Manager ensures that properties continue to operate smoothly and in accordance with organizational standards, ownership objectives, and regulatory requirements. The role serves as a stabilizer—supporting staff, mentoring teams, reinforcing compliance, and maintaining high levels of service until permanent staffing solutions are in place.

RESPONSIBILITIES:

• Operations Support & Coverage
• Step in as interim site manager or assistant manager during vacancies, transitions, or leaves of absence.
• Ensure day-to-day property operations remain consistent, including rent collection, work order management, move-ins/move-outs, vendor coordination, inspections, and compliance tasks.
• Implement and uphold company policies, procedures, and performance standards across assigned properties.
• Partner with the Director of Portfolio Operations to ensure properties stay aligned with ownership goals and contractual/regulatory requirements.
• Staff Mentorship & Interim Supervision
• Provide temporary supervision, coaching, and mentoring for on-site administrative and maintenance staff.
• Support staff onboarding and training for new hires, helping them acclimate to company processes and expectations.
• Foster a supportive and collaborative environment that emphasizes teamwork, accountability, and service excellence.
• Financial & Compliance Accountability
• Monitor rent collection and take timely action on delinquencies in accordance with legal requirements and company policy.
• Support budgeting, financial reporting, and variance tracking as needed.
• Ensure ongoing compliance with LIHTC, HUD/Section 8, and other applicable housing program requirements, including certifications, re-certifications, and file audits.
• Coordinate with accounting and operations staff to maintain accurate, timely financial and administrative records.
• Property Maintenance & Capital Planning
• Oversee daily property condition and maintenance needs, conducting inspections of units and common areas.
• Ensure timely turnover of vacant units and high-quality preparation for new residents.
• Support preventive maintenance schedules and follow up on completion of work orders.
• Assist with capital needs assessments and long-term maintenance planning.
• Resident Relations & Community Support
• Serve as a visible, approachable point of contact for residents during staffing transitions.
• Address resident concerns with professionalism, empathy, and prompt follow-up.
• Facilitate resident meetings and maintain clear communication channels to promote satisfaction and trust.
• Collaboration & Communication
• Keep the Director of Portfolio Operations informed on property status, resident concerns, and any unusual issues.
• Share insights and recommendations on recurring challenges, offering practical solutions for improvement.
• Act as a culture carrier across the portfolio, reinforcing values of integrity, service, and excellence.
• Core Competencies
• Adaptability & Flexibility: Thrives in varied settings and can seamlessly shift between roles.
• Supportive Leadership: Provides short-term guidance that empowers staff without undermining permanent management.
• Resident-Centered Focus: Prioritizes resident experience and community well-being.
• Collaboration & Mentorship: Builds strong relationships, shares knowledge, and uplifts teams.
• Operational Excellence: Ensures compliance, efficiency, and consistency across portfolio sites.

BENEFITS

• Generous employer contribution for Employer Paid Vision Plans.

• Company Matched 401(k) Retirement Plan: 100% of the first 3%; 50% of the next 2%.

• 12+ paid Holidays.

• 15 days of PTO.

• 7 Sick days.

• Employer Paid Life Insurance.

• Flexible Spending Account.

• Nationwide Pet Insurance.

• Disability Insurance.

• Laser Correction Discount.

• Employee Discounts on appliances, apparel, and more.

QUALIFICATIONS:

• 3–5 years of progressive property management experience, preferably in affordable housing, LIHTC, and/or HUD programs.

• Strong knowledge of compliance, reporting, and regulatory requirements.

• Proven adaptability—able to step into new environments quickly and effectively.

• Excellent interpersonal, leadership, and communication skills.

• Strong problem-solving abilities and attention to detail.

• Flexibility to travel to different sites within the portfolio on short notice.

Diversity in backgrounds and experiences is key to Fairstead's success. Being an equal opportunity employer is a central tenet of our philosophy that shapes who we are and the communities we serve. Our goal is to ensure competitive total compensation that is commensurate with experience, location, and other market benchmarks.

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