Multi-Family Operations Manager

The Multi-Family Operations Manager provides owner-side leadership and oversight for external property management companies operating our multi-family housing portfolio. This position ensures that management partners execute approved business plans, deliver strong resident experiences, maintain properties to established standards, and achieve financial and operational objectives.

The role serves as the primary relationship manager between ownership and third-party operators. It establishes expectations, monitors performance, resolves escalated issues, and drives accountability across the portfolio.

• Multi-family communities managed by external property management firms.
• Oversight across property operations, leasing, marketing, maintenance, resident services, compliance, and financial reporting.
• Coordination with internal asset management, development, accounting, legal, risk management, and executive leadership teams.

• Serve as the primary owner representative for assigned third-party property management companies.
• Set clear expectations for operating standards, reporting, communication, resident service, and execution of property business plans.
• Lead recurring portfolio reviews, property performance meetings, and escalation calls with management partners.
• Support the selection, onboarding, transition, and offboarding of property management firms.
• Monitor compliance with management agreements, approved budgets, policies, and ownership directives.

• Review monthly financial statements, variance explanations, forecasts, cash flow, and key operating metrics.
• Partner with ownership and operators to develop annual budgets, operating plans, and property-level strategies.
• Track revenue, expenses, occupancy, rent growth, concessions, bad debt, collections, controllable costs, and net operating income.
• Identify performance gaps, require recovery plans, and follow through until agreed actions are completed.
• Evaluate return on operating initiatives and capital projects, ensuring investments support portfolio objectives.

• Monitor leasing, marketing, renewals, maintenance, work-order completion, unit turns, inspections, and resident satisfaction.
• Conduct property visits and audits to assess curb appeal, physical condition, staffing effectiveness, safety practices, and adherence to brand standards.
• Review serious resident concerns and operational incidents escalated by management partners, coordinating timely resolution with appropriate internal teams.
• Promote consistent operating practices while recognizing local market and property-specific requirements.
• Ensure management partners maintain emergency-response and business‑continuity procedures.

• Monitor required inspections, certifications, insurance documentation, incident reporting, and corrective actions.
• Coordinate with legal, and compliance professionals on claims, litigation, regulatory matters, and material resident or property issues.
• Promote strong financial controls, bidding practices, and vendor oversight.

• Prepare concise portfolio updates for executive leadership, highlighting performance, risks, decisions, and recommended actions.
• Maintain dashboards and scorecards that compare properties and management firms using consistent definitions.
• Coordinate with development and construction teams during lease-up, stabilization, renovation, and handoff to operations.
• Facilitate collaboration among internal stakeholders and external operators to remove obstacles and deliver portfolio priorities.

• Build productive, accountable…