Mission
The Manager, Tenant Operations serves as the regional team leader responsible for all tenant-related decision-making processes, including assignment approvals, dba and use changes, estoppels and lien waivers, rent commencement date adjustments and tenant improvement allowance deadline extensions. This role is accountable for driving consistency, speed, and quality in tenant decision workflows while balancing customer service outcomes.
Overview
The Manager, Tenant Operations is the operational leader overseeing tenant-facing approval processes across a regional portfolio, including Assignments, Rent Relief, Tenant DBA Lease Modifications, Lien Waiver Disputes, RCD Adjustments, TIA Request Revisions, Easement Requests, LTA Requests, and Tenant Operational Defaults.
The position manages one associate responsible for executing tenant operations workflows and ensuring timely, accurate processing of all requests.
A critical component of the role is bridging decision-making across key stakeholders-including asset management, leasing, legal, and finance-ensuring alignment, transparency, and clear communication throughout the process.
In parallel, the role is responsible for building a best-in-class customer service function that enhances the tenant experience while identifying and capturing fee income opportunities embedded within operational processes.
Core Responsibilities
Tenant Decisioning & Approval Authority
• Serve as the principal decision maker for regional tenant facing tasks.
• Maintain decision authority across regional tenant operational processes, ensuring consistency and adherence to company policy.
• Establish clear frameworks for decision-making authority and escalation protocols.
Team Leadership & Execution
• Lead, develop, and manage one associate responsible for tenant operations execution.
• Ensure consistent, timely processing of tenant requests and approvals.
• Foster a culture of discipline, responsiveness, and continuous improvement, balanced with a strong commitment to customer service delivered through a firm but fair approach.
Customer Service & Tenant Experience
• Build and lead a tenant-facing customer service function that improves responsiveness and transparency.
• Develop service standards and communication protocols across all tenant interactions.
• Ensure tenant operations enhance, rather than hinder, leasing and asset management objectives.
Process Optimization & Operational Efficiency
• Design and implement standardized, scalable processes across all tenant operations workflows.
• Reduce friction, redundancy, and cycle times within approval and decision processes.
• Establish KPIs to measure efficiency, turnaround times, and decision quality.
Qualifications
• 3-5+ years of experience in commercial real estate, tenant operations, asset management, or related fields.
• Expertise in lease structures, tenant negotiations, legal processes, and portfolio operations.
• Exceptional communication skills with the ability to influence and align cross-functional stakeholders.
• Bachelor's degree preferred; Real Estate, Finance, Business, or related field preferred.
The expected salary is anticipated to range between $90,000 - $115,000. The actual compensation will be based on factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, market and business considerations and other factors permitted by law.
