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Detail
Title
Portfolio Operations Manager
Reports to
Asset Executive Sponsor
Direct reports
Customer Service Agent, Maintenance Tech, Facilities & Grounds Specialist
Works with
Chief Engineer, Finance Manager, Leasing / Marketing, Procurement, HR, Legal & Compliance, Director of Standards & Experience
Type
Full-time
Location
Austin, Texas Central Services, with frequent presence at the asset
Employer
Upfrnt USA Inc
RoleThe Portfolio Operations Manager runs the asset. They carry the property operating P&L, they are the named person accountable for how the property is operated, and the on-site team works for them.
ResponsibilitiesThe property operating P&LRevenue ownership, controls operating expense and NOI against budget, for each asset held.
Own the budget and the variance explanation review and feedback to deal team to improve pricing economics.
Spend within documented approval limits; escalate above them rather than splitting an invoice.
Be able to identify a cost billable to owner and build a case / documentation to defend the billing requirement.
Solid-line management of the three on-site roles: rotation and coverage, day-to-day priorities, emergency response, performance management, and progression recommendations.
Work closely with the Chief Engineer on all maintenance standards and requirements on site. Joint escalation to Asset Sponsor where required.
Escalations, renewals, lease compliance and enforcement, and the service-level standards the property is held to.
After-hours dispatch, and service recovery.
Fair-housing consistency in every decision about who gets what and when: renewals, enforcement, accommodation, concessions, and how quickly a complaint is answered.
Legal notices and execution is correct and timely.
Up to date, accurate documentation on CMS.
Planned and executed to the Chief Engineer’s technical standard; turn cycle time and turn quality at handover; make-ready that a resident moves into without a snag list.
The vendor relationship on the ground, adhering to the terms Procurement has set. Hold vendors to scope; take commercial disputes back to Procurement with clear documentation.
Recognise capital, structural and major-system conditions and escalate them with evidence rather than absorbing them.
Update consistently and accurately organization CMS.
Report where the software is failing, specifically enough to be fixed. The thin on-site model only works if the automation works, and the job holder is the first to feedback changes and improvements needed.
Has carried a P&L for a property, hotel or site, and can explain the variation rather than only report the result.
Has managed a small on-site team directly rotation, coverage, performance, and the difficult conversations that go with it.
Has run a written service standard in a residential or guest environment, and been audited against it by someone else.
Fair Housing, lease enforcement and Texas landlord–tenant literacy, or the discipline to build it fast and stop at the line. Renewals, notices and enforcement are where the exposure is created.
Comfortable with a deliberately thin on-site team and software carrying the load and willing to say plainly when the software is not carrying it.
Willing to escalate rather than absorb. In this job that means saying “this is capital” out loud, at cost to their own numbers.
Lease-up or repositioning experience.
Hotel GM, extended-stay or serviced apartments, senior living executive director, club or resort operations.
Process-engineering background lean, Kaizen, S&OP, supply chain or manufacturing operations. Not a substitute for the must-bring list.
NAA credentials (CAM, CAPS).
Spanish.
Budget held with variance fully accounted for.
Approval limits documented.
On-site team hired and trained with no turnover.
Service-level standards published and adhered to.
Turn programme running to the Chief Engineer’s technical standard.
Renewal programme executed and updated.
Revenue improvements.
Service recovery.