Title: Manager, Operations Reports to: Director, Asset Management Primary Function: Property Operations OversightStatus: Full-Time, ExemptLocation: San Francisco, CA (Parkmerced) SummaryBrick and Timber (the "Company") is seeking a Manager, Operations to support our rapidly growing team. The Manager, Operations is responsible for the overall operational performance, financial results, leasing revenue strategy, and team leadership of Parkmerced, a large-scale residential community, while also providing strategic oversight of portfolio-level leasing performance. This role serves as the on-site executive leader and primary liaison between ownership, corporate leadership, leasing, and site teams. The Manager drives operational excellence, occupancy growth, resident satisfaction, compliance adherence, and risk management while ensuring leasing performance aligns with company revenue objectives and asset strategy. This position blends property executive leadership with portfolio leasing oversight and requires strong financial acumen, cross-functional coordination, and data-driven decision making.
Primary Responsibilities- Operational Leadership:
- Oversee day-to-day property operations across leasing, maintenance, resident services, security, and administrative functions
- Ensure timely unit turns, work order completion, vendor responsiveness, and readiness to meet leasing demand
- Conduct routine site inspections to maintain brand standards, cleanliness, safety, and curb appeal
- Implement and enforce SOPs, playbooks, and service-level expectations across all departments
- Coordinate cross-department initiatives including facilities projects, capital improvements, safety programs, and vendor management
- Partner with maintenance leadership on preventative maintenance schedules and large-scale infrastructure planning
- Financial & Asset Performance
- Prepare, review, and manage annual operating budgets and capital plans in partnership with Asset Management and Accounting
- Analyze monthly financial statements, delinquency trends, rent collections, and KPI dashboards to drive corrective actions
- Control expenses while maximizing revenue performance and NOI
- Review and approve purchasing, vendor contracts, and capital expenditures within defined approval thresholds
- Collaborate with Asset Management on long-term asset planning and repositioning strategies
- Leasing & Revenue Oversight (Property + Portfolio)
- Provide strategic leadership to on-site and centralized leasing teams
- Set occupancy goals, pricing strategies, concessions, and marketing initiatives aligned with asset strategy
- Monitor leasing velocity, lead-to-lease conversion, renewal performance, delinquency, and loss-to-lease metrics
- Conduct quarterly market surveys and competitive analyses to inform pricing decisions
- Partner with marketing and communications teams on campaigns, brand consistency, and digital presence
- Ensure strong resident retention, renewal outreach, and reputation management across platforms
- Team Leadership & Development
- Lead, mentor, and develop on-site managers, leasing leaders, and department heads
- Conduct performance evaluations and establish measurable development plans
- Drive accountability, engagement, and succession planning across departments
- Oversee hiring, onboarding, and training for site-level and leasing teams
- Foster a performance-driven culture focused on measurable outcomes, service excellence, and cross-team collaboration
- Resident Experience & Escalations
- Serve as final escalation point for complex resident concerns and legal-sensitive issues
- Champion service consistency and resident satisfaction initiatives
- Partner with Communications, Legal, and Compliance teams when required
- Monitor reputation management channels and service feedback trends
- Compliance & Risk Management
- Ensure adherence to Fair Housing laws, local and state housing regulations, and internal company policies
- Oversee safety standards, vendor compliance, insurance requirements, and risk-mitigation protocols
- Partner with Legal and Executive leadership to address property-level legal matters, subsidy programs, and regulatory compliance
- Maintain audit readiness for leasing files, applications, and screening procedures
- Reporting & Communication
- Prepare and present quarterly business reviews and operational summaries to ownership and executive leadership
- Maintain consistent communication between site teams, corporate departments, lenders, and external partners
Minimum Requirements and Qualifications - 8-12+ years of progressive property management, real estate operations, or portfolio leasing experience
- 5+ years in a senior leadership, General Manager, Regional Manager, or equivalent executive role
- Experience managing large-scale residential, mixed-use, or master-planned communities strongly preferred
- Demonstrated success in financial management, budgeting, and NOI optimization
- Proven experience leading leasing teams and revenue strategy
- Expertise with Yardi or similar property management and CRM platforms
- Strong leadership, coaching, and conflict-resolution skills
- Deep knowledge of Fair Housing laws, local housing regulations, and compliance standards
- Bachelor's degree in Business, Real Estate, or related field preferred
- CPM, ARM, or equivalent designation is a plus
Key Skills and Competencies - Strategic & Operational Leadership
- Financial Acumen & Budget Management
- Leasing & Revenue Optimization
- Cross-Functional Collaboration
- Data-Driven Decision Making
- Resident Experience Focus
- Risk & Compliance Awareness
- Team Development & Accountability
- Vendor & Project Oversight
