Responsible for ensuring the company delivers consistent, efficient, and high-quality operational performance across all properties and teams
Own execution, team performance, accountability, and operational outcomes across the business
Own portfolio performance across all markets and drive key metrics including occupancy, leasing conversion, delinquency, maintenance turnaround, client churn, and negative accounts
Directly manage Area General Managers (AGMs), Leasing Manager, Maintenance Manager, and HR Manager (staffing and performance enforcement)
Hold leaders accountable to KPIs and performance standards while coaching and developing their capabilities
Handle high-level operational issues, client complaints, and sensitive situations with sound judgment
Ensure strict adherence to SOPs and enforce consistency in execution and service delivery across all markets
Ensure teams are properly staffed and structured to meet performance goals and improve productivity without unnecessary headcount growth
Work closely with HR, Marketing, and Systems/Tech teams to ensure alignment and operational efficiency
Drive a high-accountability culture where leaders take ownership of results and outcomes
Demonstrate strong decision-making, accountability, and ownership mindset; remain calm under pressure and focused on solutions
Reports directly to CEO/Founder and oversees 2 AGMs, 1 Maintenance Manager, 1 Leasing Manager, and HR Manager for staffing and enforcement functions.

Proven experience managing multi-layer teams, including managers, not just individual contributors
Demonstrated ownership and improvement of operational performance metrics across multiple teams or properties
Direct experience handling escalations, client issues, and operational challenges effectively
Strong leadership and people management skills, including coaching, accountability, and performance enforcement
Ability to make fast, sound decisions under pressure and maintain operational stability
Operational discipline with experience enforcing SOPs, standardizing processes, and improving team productivity
High sense of ownership and accountability, treating company outcomes as personal responsibility
Practical, action-oriented mindset with a focus on results over theory
Exceptional communication and interpersonal skills for cross-functional collaboration.

VP of Operations

Key skills