LocationCharleston - 997 Morrison Drive, Suite 402
Job DescriptionThe
Market Operations Manager is responsible for overseeing the operational and financial performance of an assigned single-family rental market. This role ensures operational efficiency, asset preservation, vendor accountability, and customer satisfaction by managing inspections, market operations, team performance, and financial oversight. The position collaborates closely with centralized and shared service teams to ensure homes meet company standards and ownership objectives while supporting profitability and leasing performance. The role requires strong leadership, financial acumen, operational oversight, and the ability to manage multiple priorities in a fast-paced environment.
Essential Job Functions1. Functional Responsibilities - Monitor and analyze market-level financial performance, including P&L reviews, monthly variance reporting, and operational expense management
- Schedule, perform, document, and review property inspections to ensure homes meet company standards and quality expectations
- Review property conditions during the leasing process and communicate required improvements or repairs
- Collaborate with pricing and leasing teams to support occupancy goals and optimize pricing strategies
- Lead market-level response efforts related to emergencies, fraud activity, unauthorized occupants, inspections, or operational disruptions
- Visit competitor properties and provide market condition feedback to leadership and internal teams
2. Operational / Departmental Support - Hire, train, mentor, and oversee Field Support teams to ensure operational effectiveness and accountability
- Coordinate with shared service and centralized departments to maintain operational efficiency and customer satisfaction
- Manage vendor performance, scheduling, quality control, and operational timelines
- Prepare and present operational and financial reports to senior management
- Ensure accurate documentation and reporting in accordance with company procedures and standards
- Identify and implement process improvements to enhance operational performance and efficiency
3. Compliance & Risk Management - Ensure adherence to applicable federal, state, and local housing, fair housing, and property management regulations
- Maintain awareness of local building codes, occupancy requirements, and permitting processes
- Represent the company in interactions with municipalities, utilities, and legal proceedings when necessary
- Identify operational risks and escalate concerns appropriately
- Ensure inspections, documentation, and operational activities remain compliant with company policies and standards
4. Financial / Performance Accountability - Support market profitability through expense management, turnover oversight, and operational execution
- Monitor key market metrics including days to lease, turnover downtime, customer satisfaction, and maintenance performance
- Analyze budget variances and operational performance to identify improvement opportunities
- Maintain accountability for market-level KPIs and financial performance objectives
- Support asset preservation and operational efficiency initiatives across the assigned market
5. Leadership / Collaboration - Provide leadership, coaching, and accountability to field support and operational teams
- Collaborate cross-functionally with Maintenance, Leasing, Finance, Shared Services, and other operational departments
- Promote a customer-focused culture emphasizing resident satisfaction and operational excellence
- Handle first-line escalations and operational concerns between departments and field teams
- Participate in committees, engagement initiatives, and strategic operational planning efforts
6. Additional Responsibilities - Conduct regular field visits and inspections across assigned properties
- Provide weekly updates regarding listed inventory conditions and pricing recommendations
- Perform other duties as assigned to support operational and business objectives
Performance Expectations & Key Metrics: Performance will be evaluated based on measurable outcomes aligned with company and departmental goals. Metrics may include:
- Audit inspection completion and compliance with company standards
- Understanding and communication of monthly market financials
- Days to lease and pre-leasing performance
- Turnover downtime and cost management performance
- Move-in maintenance issues maintained below target thresholds
- Timely move-out coordination and resident communication
- Completion of resident follow-up communication post move-in
- Weekly reporting on listed inventory conditions and pricing recommendations
- Customer satisfaction survey results and issue resolution responsiveness
- Accuracy and timeliness of operational reporting and documentation
Required Qualifications Education - Bachelor's degree in Business, Real Estate, Property Management, or related field preferred
- Equivalent operational leadership experience may be considered in lieu of degree
Experience - Minimum 5 years of property management or operations management experience required
- Experience in residential real estate, property management, or single-family rental operations preferred
- Prior leadership and team management experience required
Skills & Competencies - Strong leadership and team management abilities
- Excellent financial analysis skills with understanding of P&L statements and NOI performance
- Strong operational problem-solving and decision-making capabilities
- Excellent customer service and stakeholder engagement skills
- Strong organizational and time management skills
- High attention to detail and ability to manage multiple priorities
- Proficiency in Microsoft Office Suite and operational software platforms
- Strong technology aptitude with the ability to learn and adapt to new systems quickly
- Strong written and verbal communication skills
- Ability to work collaboratively across departments and operational teams
- Valid driver's license, proof of insurance, and reliable transportation required
- Ability to work both remotely and in the field as operational needs require
Preferred Qualifications - Experience in single-family rental (SFR) or build-to-rent (BTR) operations
- Knowledge of residential maintenance operations and vendor management practices
- Experience managing operational budgets and financial reporting
- Familiarity with leasing operations, pricing strategy, and occupancy management
- Experience implementing operational process improvements and KPI reporting frameworks
- Advanced proficiency in Excel and operational reporting tools
