Operations Manager, Commercial Property Service

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:

• 2+ years of experience in an administrative, executive support, or coordinator role; commercial real estate or property management experience strongly preferred.
• Experience with accounts payable/billing processes and property-management or accounting software is a plus.
• Primarily an office environment with regular use of a computer, telephone, and standard office equipment.
• Occasional need to move about the office and building to fulfill floor warden and meeting-logistics responsibilities.
• This position is on-site; occasional local travel between office locations may be required.
• Strong organizational and time-management skills, with demonstrated ability to manage a high volume of concurrent, deadline-driven tasks across multiple stakeholders.
• 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).
• Strong written and verbal communication skills, including comfort drafting professional correspondence and basic contract redlines.
• Sound judgment in prioritizing tasks and identifying when an issue requires escalation to leadership.
• Discretion in handling confidential financial, contractual, and personnel information.
• Comfort working independently while proactively keeping leadership informed of status and open items

Responsibilities:

1. Property & Entity Onboarding

• 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.
• 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.
• Requests and tracks collection of IRS Form W-9 from new property owners and associations prior to system finalization.
• Coordinates new SharePoint site/folder access for newly onboarded properties and projects.
• Manages the equivalent onboarding process for new condominium and homeowners' association engagements, including confirming bank accounts and manager assignment.

2. Property & Contract Offboarding

• Prepares and files termination documentation when a managed property is sold or a management agreement ends.
• 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

• Completes HR exit/termination paperwork for departing employees and routes required documentation to Human Resources.
• Coordinates timed removal of system and building access for departing employees.
• Processes property manager reassignment notices when portfolio assignments change, and updates system approver access to match.
• 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

• 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.
• Reviews fuel-card and corporate credit card statements, applies correct general ledger coding, and routes for payment approval.
• Prepares and issues invoices for association clients and select properties, including back-billing when required.
• Maintains and troubleshoots the invoice approval routing/hierarchy to ensure timely processing.
• Supports drafting of management-fee structures for new and renewing management agreements.
• 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

• Drafts new association management agreements, amendments, and fee-increase amendments, incorporating tracked changes for stakeholder review prior to execution.
• Supports redlining and negotiation of management agreement terms (e.g., fee escalation methodology) in coordination with leadership. 

6. Property Management System Administration

• 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.
• Coordinates platform account-management relationship changes and transition meetings with the software vendor's customer success team.
• Organizes and facilitates system training sessions for the property management team and distributes related process guidance.
• Maintains training-compliance records in the company's learning management system and confirms completion status for required staff training.

7. Insurance & Risk Support

• Coordinates filing of internal incident reports
• Supports administration of fleet safety and vehicle-monitoring program rollouts.

8. Meeting, Event & Office Logistics

• 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.
• Books conference rooms for meetings, trainings, and vendor presentations, accounting for room capacity and adequate turnover time between reservations.
• 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.
• Builds meeting agendas in coordination with leadership and coordinates supporting presentation materials.
• Plans and executes team culture events (e.g., seasonal outings, sporting events), including venue coordination, budget tracking, and attendance/headcount management.
• Tracks employee milestones (birthdays, work anniversaries) and coordinates related recognition and client appreciation gifts.
• Coordinates logistics for on-site vendor visits and external training sessions, including registration and post-event arrangements.

9. Executive & Team Support

• Serves as first point of contact for day-to-day operational questions routed to senior leadership, triaging and resolving routine requests directly.
• Maintains master contact directories for property managers, assistant property managers, and lease administrators.
• 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.