Residential Operations Support Manager

Description

POSITION: Residential Operations Support Manager

FLSA: Exempt

DEPARTMENT: Residential – Facilities & Maintenance

REPORTS TO: Facilities Manager

PORTFOLIO: 10 properties 8 in Florida (Southern Florida through Tampa), with the remaining properties located in Kentucky and North Carolina

TRAVEL: Ability to travel to Kentucky and North Carolina as needed

POSITION SUMMARY

Reporting to the Facilities Manager, the Assistant Facilities Manager supports day-to-day maintenance operations across a 10-property portfolio, including eight properties in Florida (Southern Florida through Tampa) and properties in Kentucky and North Carolina. This role plays a key part in keeping unit turnover on schedule, work orders moving, outsourced vendors accountable, and properties inspection-ready and in compliance all while delivering a great experience to residents and team members. This is a hands-on, detail-oriented role for a strong multitasker who thrives on organization, follow-through, and problem-solving across multiple properties in a fast-paced residential environment, and who can travel to Kentucky and North Carolina as needed.

GENERAL RESPONSIBILITIES

The Assistant Facilities Manager's duties and responsibilities may include but are not limited to the following:

Portfolio Operations & Project Support

? Assist the Facilities Manager across the full 10-property portfolio, traveling to properties in Kentucky and North Carolina as needed.

? Assist the Facilities Manager in overseeing make-ready progress across the portfolio, ensure boards are updated daily, identify delayed units, and follow the turn process through final ready status.

? Monitor work-order aging and the 72-hour completion KPI; audit completed work orders for proper notes, photos, status, and documentation; follow up on overdue or incomplete items.

? Serve as the first level of follow-up with Maintenance supervisors and technicians regarding work orders, inspections, make-ready delays, documentation, staffing concerns, and recurring performance issues.

? Prepare and maintain reports on the work being performed by each maintenance technician at each building.

? Assist with after-hours emergency follow-up, verify proper documentation and escalation, resolve routine facilities issues independently, and escalate significant liability, regulatory, budgetary, or capital concerns to the Facilities Manager.

Vendor, Permit & Compliance Management

? Coordinate vendor work, verify scope and completion, confirm required photos and closeout documentation, monitor quality, and support invoice review before approval.

? Assist the Regional Facilities Manager in tracking recurring inspections, permits, violations, lender/regulatory items, safety concerns, and re-inspections through completion while helping keep properties inspection ready.

? Track safety and liability issues at the property, ensure maintenance staff follow up on and resolve them promptly, and provide regular reports to ownership and leadership.

? Ensure any violations identified during county, mortgage lender, or other regulatory inspections are addressed immediately and communicated up the chain of command.

? Maintain weekly portfolio reporting on work orders, make-readies, inspections, major projects, vendor activity, warranties, inventory, and maintenance related costs.

Administrative & Customer Service

? Maintain accurate, up-to-date records of inspections, work orders, and vendor communication within Yardi.

? Respond promptly and professionally to resident maintenance requests and concerns, providing excellent customer service at every interaction.

? Track inventory of maintenance supplies and materials, and assist with reordering as needed.

? Assist in monitoring costs associated with outsourced work and materials against budget.

? Help ensure work is performed in compliance with safety standards, applicable codes, and company policy.

? Other duties as necessary.

WORKING CONDITIONS AND ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate, with regular exposure to outdoor Florida climate conditions while on property grounds.

Requirements

QUALIFICATIONS & EDUCATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

? Minimum 4+ years of experience as a Maintenance Supervisor, Field Project Manager, Field Supervisor or in a comparable residential property maintenance leadership role.

? Multi-property/portfolio maintenance experience required.

? Hands-on experience with Yardi or similar systems is required.

? Proficiency with Microsoft Office (Word, Excel, Outlook).

? Excellent customer service, communication, and interpersonal skills.

? Extremely organized multitasker, able to manage multiple properties, work orders, inspections, and vendors at once.

? Working knowledge of general maintenance trades (HVAC, plumbing, electrical, appliances, carpentry).

? Ability to conduct thorough, detail-oriented property and unit inspections.

? Ability and willingness to travel to Kentucky and North Carolina as needed.

? Valid driver's license and reliable transportation required.

? Ability to work outdoors and in Florida climate conditions, including occasional evening, weekend, or on-call availability.

? EPA and/or CPO certification a plus.

? Prior experience supporting or assisting a Facilities Manager or Maintenance Manager directly, a plus.

? Bilingual (English/Spanish) required.

? High school diploma required; commensurate work experience also taken into account.

LANGUAGE ABILITY

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, ownership, investors, clients, customers, and the general public.

MATH ABILITY

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and area. Understand basic accounting principles and be able to read and interpret basic financial statements.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables simultaneously.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.

Travel is a regular part of this role. This position requires weekly site visits within the assigned Florida portfolio, along with travel to North Carolina and Kentucky properties as necessary, which may require overnight stays