Multisite Operations Manager

Job description

Position Summary The Multisite Operations Manager is a key member of the property leadership team, providing operational leadership across a four-property, 915-unit multifamily campus. This role partners closely with the Senior Community Manager, who oversees the high-rise towers, and the Community Manager, who oversees the three additional communities, to drive consistent execution, exceptional resident service, strong property presentation, financial performance, and team effectiveness across the campus. The Multisite Operations Manager provides an additional layer of experienced leadership across all four properties, with direct responsibility for the leasing team and broad ownership of day-to-day operations, resident escalations, financial performance, compliance, property standards, and cross-property initiatives. This role is designed for an experienced multifamily Property Manager who is comfortable operating at scale and who brings strong judgment, a high level of accountability, and a hands-on approach to property operations. The successful candidate will be highly visible throughout the communities, consistently evaluate the properties through the eyes of residents and prospective residents, and take ownership of ensuring issues are identified, communicated, and resolved. Key Responsibilities • Property Operations & Standards ◦ Maintain a strong, visible presence across all four communities and take an active role in the day-to-day operation and presentation of the properties. ◦ Routinely walk buildings, grounds, common areas, amenities, parking areas, leasing spaces, model units, vacant apartments, and tour routes to ensure the communities consistently meet established standards. ◦ Identify cleanliness, maintenance, landscaping, lighting, signage, safety, presentation, or operational concerns and ensure appropriate team members take timely corrective action. ◦ Follow identified issues through resolution rather than simply referring them to another team or department. ◦ Evaluate the properties from the perspective of residents and prospective residents and continually identify opportunities to improve the overall experience. ◦ Partner closely with maintenance leadership to ensure property-condition standards, priorities, and expectations are clearly understood and consistently executed. ◦ Ensure models, vacant apartments, amenities, common areas, and tour routes remain clean, well-maintained, attractive, and ready to show. ◦ Identify operational inconsistencies across the properties and implement processes, standards, and expectations that improve execution. ◦ Coordinate cross-property initiatives and ensure agreed-upon priorities are completed accurately and on schedule. Step into operational issues when needed, assess the situation, determine the appropriate course of action, and drive the issue to resolution. ◦ Maintain awareness of activity and conditions throughout the campus and proactively escalate significant risks or concerns to property leadership. • Resident Experience & Customer Service ◦ Champion a culture of exceptional customer service across all four communities and set clear expectations for how residents and prospects are treated at every point of interaction. ◦ Hold team members accountable for responsive, professional, courteous, and solution-oriented communication. ◦ Ensure resident concerns are acknowledged promptly, communicated through resolution, and not allowed to stall between individuals or departments. ◦ Take ownership of elevated resident concerns and complex service issues requiring management-level judgment. ◦ Approach resident concerns with urgency, empathy, professionalism, and sound judgment while balancing resident needs, company policies, operational considerations, and financial impact. ◦ Ensure residents receive clear and timely communication when maintenance issues, capital projects, building operations, or other property matters affect their homes or community. ◦ Coach team members on effectively handling resident concerns, difficult conversations, and challenging situations with professionalism, empathy, and a solutions-oriented approach. ◦ Reinforce the expectation that every team member takes ownership of the resident experience rather than simply handing an issue off to another person or department. ◦ Regularly review resident feedback, surveys, online reviews, and recurring concerns to identify trends and opportunities for service improvement. ◦ Identify breakdowns in processes or communication that negatively affect residents and work with the appropriate teams to implement improvements. ◦ Model a visible, approachable leadership presence and build strong relationships with residents, prospects, and team members. ◦ Maintain high expectations for professionalism, responsiveness, accuracy, and follow-through throughout the resident experience. • Leasing Team Leadership & Performance ◦ Directly lead, manage, coach, and develop the leasing team across all four communities. ◦ Set clear expectations for leasing performance, customer service, professionalism, responsiveness, follow-up, and accountability. ◦ Hold the leasing team accountable for both sales performance and the quality of the prospect and resident experience. ◦ Regularly observe leasing activity and provide direct coaching on tours, prospect engagement, needs discovery, follow-up, closing techniques, and overall sales effectiveness. ◦ Ensure prospects receive prompt, professional, and personalized communication from initial inquiry through move-in. ◦ Monitor traffic, lead response, conversion, leasing velocity, occupancy, availability, renewals, and other key leasing-performance metrics. ◦ Use leasing and traffic data to identify performance gaps and implement appropriate coaching or operational adjustments. ◦ Conduct regular leasing-team meetings, coaching sessions, and performance discussions. ◦ Support recruiting, onboarding, training, scheduling, performance management, and ongoing development of leasing-team members. ◦ Ensure leasing professionals maintain strong knowledge of the communities, apartment availability, pricing, promotions, amenities, neighborhood, and competitive market. ◦ Partner with property leadership to develop leasing strategies and ensure consistent execution across the campus. ◦ Ensure models, tour routes, vacant apartments, leasing offices, and amenity spaces consistently provide a high-quality prospect experience. ◦ Identify opportunities to improve leasing conversion, occupancy, resident retention, and overall sales effectiveness. ◦ Create a culture in which leasing professionals understand that exceptional service and strong sales performance are equally important expectations of the role. • Team Leadership & Accountability ◦ Provide experienced operational leadership, coaching, and direction across the property-management teams. ◦ Reinforce performance expectations, operating standards, service standards, and established property priorities. ◦ Hold team members accountable for completing commitments and following through on resident and operational issues. ◦ Help managers identify performance gaps and provide coaching, training, or accountability as appropriate. ◦ Support employee development, onboarding, and succession planning across the properties. ◦ Serve as a knowledgeable and accessible leadership resource while maintaining clear alignment with the Senior Community Manager and Community Manager. ◦ Foster strong communication and collaboration between leasing, maintenance, resident services, and property-management teams. ◦ Identify opportunities to improve workflows, team communication, accountability, and operational efficiency. ◦ Support staffing coverage and allocation of resources across the campus as business needs change. ◦ Lead by example through professionalism, urgency, accountability, visibility, and follow-through. • Financial Performance & Reporting ◦ Take an active role in monitoring and improving the financial and operational performance of the properties. ◦ Review budgets, forecasts, revenue, expenses, occupancy, collections, concessions, and operating results to identify trends, variances, and areas requiring attention. ◦ Work with property leadership to develop and implement action plans when financial or operational results are not meeting expectations. ◦ Assist with annual budgeting, forecasting, reforecasting, and business planning. ◦ Monitor delinquency and collections activity and ensure established collection processes are consistently followed. ◦ Support invoice review, purchasing controls, expense management, and other financial processes. ◦ Review leasing, occupancy, renewal, and revenue performance in conjunction with financial results to ensure operational decisions support overall property performance. ◦ Help prepare ownership, leadership, and operational reporting as needed. ◦ Use financial and operational data to identify opportunities to improve revenue, control expenses, and strengthen property performance. ◦ Ensure team members understand how their operational decisions and daily execution affect overall property results. • Compliance & Risk Management ◦ Help ensure operations across all four communities comply with company policies, lease requirements, Fair Housing regulations, applicable laws, and established operating procedures. ◦ Maintain strong knowledge of required documentation, notices, leasing practices, resident-account procedures, and compliance standards. ◦ Review files, documentation, notices, and operating practices when appropriate to ensure consistency and accuracy. ◦ Identify compliance or operational risks and take appropriate action to correct issues or escalate concerns. ◦ Assist property leadership with resident disputes, incidents, documentation, and other risk-management matters. ◦ Support internal audits, property reviews, and implementation of corrective actions. ◦ Reinforce consistent documentation and adherence to established policies and procedures across the teams. Qualifications • 5+ years of multifamily property-management experience. • Minimum 2 years of experience as the primary Property Manager, Community Manager, or equivalent onsite leader with responsibility for overall property operations. • Experience managing a large multifamily community, multi-building asset, or multi-property portfolio strongly preferred. • Demonstrated experience directly leading and developing leasing teams. • Strong record of delivering a high level of resident and customer service. • Demonstrated ability to manage complex resident concerns and challenging situations with professionalism, sound judgment, and appropriate follow-through. • Strong operational eye with demonstrated attention to cleanliness, curb appeal, property condition, presentation, and resident-facing standards. • Demonstrated experience with property financials, budgeting, forecasting, expense management, collections, and operational reporting. • Experience supervising, coaching, developing, and holding employees accountable for performance. • Strong understanding of leasing operations, sales performance, resident relations, Fair Housing, and multifamily compliance. • Demonstrated ability to independently identify operational issues, establish priorities, and drive matters through resolution. • Strong organizational skills and the ability to effectively manage priorities across four communities totaling approximately 915 units. • Ability to balance strategic priorities with hands-on involvement in daily property operations. • Sound judgment and the ability to make decisions within established authority while recognizing when escalation is appropriate. • Strong written and verbal communication skills. • Experience with Yardi, Funnel, and Rentana is a plus. Leadership Profile The successful Multisite Operations Manager will be an experienced Property Manager who takes ownership of both the performance and presentation of the communities. This individual should naturally notice when something is out of place, understand how seemingly small details affect resident and prospect perceptions, and ensure issues are addressed rather than assuming someone else will handle them. This person should be equally comfortable walking a property and identifying presentation concerns, coaching a leasing professional following a tour, reviewing financial performance, resolving a challenging resident situation, or stepping into an operational issue that requires experienced leadership. The Multisite Operations Manager must be a highly visible, hands-on leader with high standards for customer service, property condition, team performance, accountability, and follow-through. The ideal candidate will bring the experience and judgment of a seasoned Property Manager, while also possessing the collaborative approach required to successfully support multiple communities and leadership teams. Compensation • Estimated Starting Annual Salary: $100,000.00 • Exact starting salary is determined by merit; seniority; geographic location; education, training, and/or experience related to job duties and responsibilities. • FLSA Status: Exempt, Not eligible for overtime • Eligible for Participation – Annual Discretionary Bonus Benefits • 401(k) / 401(k) matching • AD&D insurance • Dental insurance • Disability insurance • Employee assistance program • Health insurance • Health savings account • Life insurance • Mental wellbeing resources • Paid Maternity leave • Paid Parental leave • Referral program • Relocation assistance • Sick time • Vacation time • Vision insurance Disclaimers: Applications will be accepted on an ongoing basis until the position is filled. OmniTRAX conducts its recruiting and hiring activities directly and does not utilize third-party recruiting agencies, staffing firms, search firms, or fee-based referral services unless specifically engaged through a written agreement authorized by the Company. OmniTRAX does not accept unsolicited resumes or candidate submissions from any agency or firm. Resumes or candidate information submitted to any OmniTRAX employee without a valid, fully executed recruiting agreement and a specific requisition assignment authorized by the Company will be deemed unsolicited and become the property of OmniTRAX. OmniTRAX reserves the right to pursue and hire any candidate submitted through unsolicited means without any obligation to pay a fee, commission, or other compensation to the submitting agency.