Manager, Operations
Ballast, San Francisco, CA, United States
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
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
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
Team Development & Accountability
Ballast Investments is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment, and we prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Ballast Investments is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
#J-18808-Ljbffr
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
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
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
Team Development & Accountability
Ballast Investments is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment, and we prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Ballast Investments is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
#J-18808-Ljbffr