Reports To: First Vice President, Commercial Property Services
Primary Function:
The operations manager provides administrative, operational, and financial-support for the Commercial Property Services leadership team and the broader property management staff. This role is the central point of coordination across new-property onboarding, property and contract offboarding, employee lifecycle administration, billing and invoicing support, property-management-system administration (Prism/Building Engines, Nexus, Vector Solutions), contract and agreement drafting support, and day-to-day executive support to senior leadership. The role also owns the logistics that keep the team's recurring meetings, trainings, and culture events running - from room bookings and catering orders to headcount tracking - along with a life-safety responsibility as a building floor warden. Success in this role requires strong organizational discipline, comfort managing many concurrent, deadline-driven workstreams, and the judgment to know when an item needs to be escalated rather than handled independently.
Education:
Associate or bachelor's degree preferred, or equivalent combination of education and relevant administrative/coordination experience.
Qualifications:
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2+ years of experience in an administrative, executive support, or coordinator role; commercial real estate or property management experience strongly preferred.
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Experience with accounts payable/billing processes and property-management or accounting software is a plus.
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Primarily an office environment with regular use of a computer, telephone, and standard office equipment.
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Occasional need to move about the office and building to fulfill floor warden and meeting-logistics responsibilities.
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This position is on-site; occasional local travel between office locations may be required.
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Strong organizational and time-management skills, with demonstrated ability to manage a high volume of concurrent, deadline-driven tasks across multiple stakeholders.
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Proficiency with Microsoft Office (Outlook, Excel, Word, Teams) and ability to learn property-management and accounting software platforms (e.g., Prism/Building Engines, Nexus, Yardi, Vector Solutions).
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Strong written and verbal communication skills, including comfort drafting professional correspondence and basic contract redlines.
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Sound judgment in prioritizing tasks and identifying when an issue requires escalation to leadership.
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Discretion in handling confidential financial, contractual, and personnel information.
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Comfort working independently while proactively keeping leadership informed of status and open items
Responsibilities:
1. Property & Entity Onboarding
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Completes new-entity/property set-up documentation for every newly won management assignment, including legal entity name, tax ID, accounting method (cash vs. accrual), designated property-management system (Prism, Yardi, or Nexus), and outside bank account requirements.
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Routes completed set-up forms to the appropriate internal distribution list, assigned property manager, and approvers; establishes the approver hierarchy for each new property in the accounting system.
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Requests and tracks collection of IRS Form W-9 from new property owners and associations prior to system finalization.
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Coordinates new SharePoint site/folder access for newly onboarded properties and projects.
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Manages the equivalent onboarding process for new condominium and homeowners' association engagements, including confirming bank accounts and manager assignment.
2. Property & Contract Offboarding
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Prepares and files termination documentation when a managed property is sold or a management agreement ends.
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Notifies relevant internal stakeholders and distribution lists when management of a property ends, so billing, engineering coverage, and system access are discontinued appropriately.
3. Employee Lifecycle Administration
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Completes HR exit/termination paperwork for departing employees and routes required documentation to Human Resources.
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Coordinates timed removal of system and building access for departing employees.
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Processes property manager reassignment notices when portfolio assignments change, and updates system approver access to match.
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Supports new-hire onboarding: completes new-hire intake documentation, coordinates business card orders, schedules employee headshots, initiates corporate credit card set-up requests, and loops in IT for system access provisioning.
4. Billing, Invoicing & Financial Administration
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Compiles recurring work-order billing reports across multiple markets and routes them for management approval prior to invoicing; produces a year-to-date roll-up on a periodic basis.
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Reviews fuel-card and corporate credit card statements, applies correct general ledger coding, and routes for payment approval.
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Prepares and issues invoices for association clients and select properties, including back-billing when required.
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Maintains and troubleshoots the invoice approval routing/hierarchy to ensure timely processing.
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Supports drafting of management-fee structures for new and renewing management agreements.
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Performs periodic reconciliation of third-party system billing (e.g., building-operations platform invoicing) against internal billing records, identifying and resolving discrepancies such as missing credits, properties no longer under management, under-billed properties, and fee structures inconsistent with the governing agreement.
5. Contract & Agreement Support
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Drafts new association management agreements, amendments, and fee-increase amendments, incorporating tracked changes for stakeholder review prior to execution.
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Supports redlining and negotiation of management agreement terms (e.g., fee escalation methodology) in coordination with leadership.
6. Property Management System Administration
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Serves as the internal point of contact for the property-operations platform (e.g., Building Engines/Prism), including data accuracy on property profile pages, support-ticket coordination, and testing of new platform features.
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Coordinates platform account-management relationship changes and transition meetings with the software vendor's customer success team.
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Organizes and facilitates system training sessions for the property management team and distributes related process guidance.
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Maintains training-compliance records in the company's learning management system and confirms completion status for required staff training.
7. Insurance & Risk Support
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Coordinates filing of internal incident reports
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Supports administration of fleet safety and vehicle-monitoring program rollouts.
8. Meeting, Event & Office Logistics
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Schedules and maintains all standing leadership and team meetings (biweekly leadership meeting, monthly all-team meeting, recurring cross-functional business updates), including room reservations, virtual meeting links, and rescheduling as needed.
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Books conference rooms for meetings, trainings, and vendor presentations, accounting for room capacity and adequate turnover time between reservations.
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Orders and coordinates catering and meal service for recurring and one-off meetings, including selecting vendors, communicating order deadlines, collecting individual meal selections, and confirming headcounts through RSVP tracking.
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Builds meeting agendas in coordination with leadership and coordinates supporting presentation materials.
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Plans and executes team culture events (e.g., seasonal outings, sporting events), including venue coordination, budget tracking, and attendance/headcount management.
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Tracks employee milestones (birthdays, work anniversaries) and coordinates related recognition and client appreciation gifts.
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Coordinates logistics for on-site vendor visits and external training sessions, including registration and post-event arrangements.
9. Executive & Team Support
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Serves as first point of contact for day-to-day operational questions routed to senior leadership, triaging and resolving routine requests directly.
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Maintains master contact directories for property managers, assistant property managers, and lease administrators.
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Distributes templates, instructions, and communications for special projects assigned across the team.
10. All other tasks and duties as assigned, with dates to be agreed upon.
