Property Manager

Description

At Good Carbon Co., we're redefining what it means to build and manage housing. As a vertically integrated real estate company, we focus on creating sustainable, energy-efficient, and affordable multifamily communities throughout Western New York. From concept to completion, we're a team of innovators, builders, and changemakers-committed to doing work that's not only smart, but good.

About the Role

The Property Manager is responsible for overseeing the daily operations, tenant experience, financial performance, and overall success of multiple residential and mixed-use properties within the Good Carbon portfolio.  This role ensures each property is well-maintained, fully occupied, operating efficiently, and aligned with company standards, budget expectations, regulatory requirements, and resident needs.

The Property Manager serves as the primary operational leader for assigned properties and is responsible for creating a positive resident experience, supporting site teams, maintaining strong vendor relationships, and ensuring issues are addressed quickly, professionally, and completely. The first priority of this role is the tenant/customer experience. The Property Manager is expected to lead with responsiveness, accountability, professionalism, and care while also protecting the financial and operational performance of the asset.

Direct property management experience is not required; candidates with relevant experience in operations, residential services, customer service leadership, or related fields are encouraged to apply. Training will be provided on property management systems, processes, and standards. 

Key Responsibilities 

Property Operations & Site Management

• Oversee daily operations across assigned residential and mixed-use properties.
• Ensure each property meets company standards for cleanliness, safety, maintenance, curb appeal, resident experience, and operational performance.
• Conduct regular site visits to inspect property conditions, common areas, vacant units, maintenance needs, safety concerns, and compliance items.
• Ensure site teams are following company policies, procedures, operating standards, and best practices.
• Coordinate with maintenance teams to ensure work orders, preventative maintenance, repairs, turnovers, and capital improvements are completed timely and effectively.
• Monitor property conditions and identify issues that may impact resident satisfaction, occupancy, asset performance, or compliance.
• Partner with internal teams to support property transitions, lease-up, construction activity, maintenance planning, and operational improvements.
• Ensure assigned properties are operating consistently and professionally across the portfolio.

Tenant Experience & Resident Relations

• Serve as the primary point of accountability for resident experience across assigned properties.
• Ensure resident concerns, complaints, questions, and service issues are addressed promptly, professionally, and respectfully.
• Build strong relationships with residents by creating a responsive, customer-focused property experience.
• Manage escalated tenant concerns and work with the appropriate internal teams to drive timely resolution.
• Oversee resident communication related to maintenance, lease renewals, inspections, property updates, disruptions, and policy reminders.
• Support resident engagement initiatives that improve retention, referrals, and community satisfaction.
• Ensure all resident interactions reflect fairness, consistency, professionalism, and compliance with Fair Housing requirements.
• Partner with legal, leadership, and internal teams when tenant disputes, lease violations, or escalated issues require additional support.

Occupancy, Leasing & Retention

• Monitor occupancy, vacancy, renewals, move-ins, move-outs, and leasing activity across assigned properties.
• Partner with Leasing to support occupancy goals, reduce vacancy loss, and improve lease-up performance.
• Oversee lease renewals, rent adjustments, and resident retention efforts.
• Monitor unit availability, turnover timelines, pricing concerns, and marketability of units.
• Ensure vacant units are ready, clean, safe, and marketable in partnership with Maintenance and Leasing.
• Identify barriers to occupancy, including property condition, maintenance delays, resident dissatisfaction, pricing, or communication gaps.
• Support retention strategies that improve resident satisfaction and reduce unnecessary turnover.
• Ensure lease administration and resident documentation are accurate, timely, and compliant.

Financial Performance & Collections

• Monitor financial performance across assigned properties, including rent collections, delinquency, occupancy, expenses, and budget performance.
• Partner with the Assistant General Manager and Finance to understand property-level financial results and performance trends.
• Support timely rent collection and delinquency follow-up in accordance with company policy and legal requirements.
• Identify opportunities to increase revenue, reduce expenses, improve efficiency, and protect NOI.
• Review property expenses and identify unusual trends, recurring issues, or cost-control opportunities.
• Escalate financial risks, collection concerns, occupancy issues, or expense concerns to the Assistant General Manager.
• Present recommendations to the Assistant General Manager for review before items are escalated to ownership for approval.

Teamwork & Development

• Partner effectively with site, leasing, and maintenance team members to support property goals and day-to-day operations.
• Communicate expectations, priorities, service standards, and operational needs clearly and professionally.
• Provide guidance, support, and knowledge sharing within the scope of the role.
• Help ensure team members understand property goals, resident service expectations, compliance requirements, and operating standards.
• Support the onboarding and training of new team members by sharing processes, resources, and property-specific information.
• Identify concerns, gaps, or recurring issues and escalate them to the appropriate manager or leadership team.
• Encourage teamwork, accountability, ownership, and strong communication across properties.
• Lead by example through professionalism, responsiveness, follow-through, collaboration, and resident service.

Maintenance Coordination & Property Readiness

• Partner with Maintenance leadership and technicians to ensure resident work orders are completed timely and professionally.
• Monitor open work orders, recurring maintenance issues, emergency repairs, and resident complaints related to maintenance.
• Support preventative maintenance planning and execution across assigned properties.
• Ensure maintenance priorities are aligned with resident safety, habitability, property condition, and business needs.
• Monitor unit turns and ensure units are prepared for leasing within established timelines.
• Identify property condition issues that may require capital planning, vendor support, or leadership review.
• Communicate maintenance-related updates to residents when work impacts access, utilities, comfort, or property use.

Compliance & Risk Management

• Ensure assigned properties operate in compliance with local, state, and federal requirements, including Fair Housing, safety requirements, lease standards, and property regulations.
• Oversee inspections, audits, notices, documentation, and regulatory requirements for assigned properties.
• Ensure lease files, resident records, notices, and property documentation are accurate and properly maintained.
• Identify potential risks and take proactive steps to reduce liability, resident dissatisfaction, safety concerns, and compliance exposure.
• Partner with leadership, legal, HR, and internal teams when escalated compliance or risk issues arise.
• Ensure team members understand and follow compliance expectations.
• Maintain confidentiality and professionalism when handling resident, employee, financial, or sensitive property information.

Vendor & Stakeholder Management

• Build and maintain strong working relationships with vendors, contractors, municipalities, inspectors, internal teams, and external stakeholders.
• Coordinate vendor work as needed to support property operations, maintenance, repairs, inspections, and capital projects.
• Monitor vendor quality, responsiveness, professionalism, and cost-effectiveness.
• Escalate vendor concerns to the Assistant General Manager when performance, pricing, or service quality does not meet expectations.
• Ensure vendor activity is coordinated in a way that minimizes disruption to residents and property operations.

Reporting & Strategy

• Prepare and review regular reporting related to occupancy, tenant retention, delinquency, collections, resident concerns, maintenance issues, property condition, budget performance, and operational risks.
• Provide updates to the Assistant General Manager on property performance, escalated issues, and recommended actions.
• Participate in regular cross-functional reporting and property performance meetings.
• Identify trends, recurring issues, and improvement opportunities across assigned properties.
• Provide insight and recommendations to improve property operations, resident experience, financial performance, and team execution.
• Present recommendations to the Assistant General Manager for review and approval before escalation to ownership.

Requirements

• Experience in property management, multi-site operations, residential operations, customer service leadership, or a related field.
• Strong customer service skills with the ability to handle resident concerns professionally, fairly, and urgently.
• Ability to manage multiple properties, priorities, deadlines, and operational issues at the same time.
• Strong leadership skills with the ability to support, coach, and hold teams accountable.
• Understanding of property operations, leasing, maintenance coordination, rent collection, resident relations, and vendor management.
• Strong communication skills with the ability to work effectively with residents, employees, vendors, leadership, and external partners.
• Ability to identify operational issues, solve problems, escalate risks, and follow through to resolution.
• Strong attention to detail and ability to maintain accurate documentation, reporting, and resident records.
• Familiarity with Fair Housing requirements, lease administration, property standards, and safety expectations.
• Ability to use property management systems, reporting tools, email, calendars, and standard business software.

Preferred Qualifications

• Multi-site property management experience.
• Experience with residential or mixed-use properties.
• Experience supervising leasing, maintenance, or site-level teams.
• Experience with property management software such as Yardi, RealPage, AppFolio, Buildium, or similar platforms.
• Bachelor’s degree in Business, Real Estate, Property Management, or a related field preferred but not required.
• CPM, CAM, or similar property management certification is a plus.