Position Summary

The Operations Support Manager provides operational coordination and performance support to the Senior Director to enhance portfolio performance, onboarding execution, reporting consistency, and compliance standards across Gallery Residential communities.

This role serves as a centralized coordination resource focused on strengthening operational follow-through, improving data accuracy, supporting team onboarding, and reducing administrative lift across key performance initiatives.

This role is operational in nature and focuses on performance coordination, reporting execution, and process consistency rather than traditional administrative support.

The Operations Support Manager plays a critical role in ensuring consistency, accountability, and execution across operational programs supporting Gallery Residential’s managed portfolio and client partnerships.

Key Responsibilities

1. Onboarding & Team Integration Support

Support successful onboarding and early performance consistency for Associate Community Directors (ACDs) and Marketing Representatives (MRs).

• Coordinate and maintain 30-day onboarding trackers
• Monitor completion of required training platforms (Entrata, Leonardo, Nurture Boss, etc.)
• Track onboarding documentation and follow up on outstanding items
• Maintain onboarding checklist templates and resources
• Support operational consistency during new hire transitions
• Assist with onboarding communication and follow-through across teams

2. KPI Reporting & Data Management

Provide operational support for monthly performance reporting initiatives.

• Pull required operational data from Entrata and related systems
• Input and maintain portfolio KPI tracking spreadsheets
• Validate formulas and review data accuracy prior to submission
• Prepare reporting packages for Senior Director review
• Support reporting deadlines and submission coordination

3. Portfolio Performance Reporting

Assist in maintaining portfolio visibility and market positioning insights.

• Pull market survey data from Apartments IQ and related platforms
• Update rent positioning, occupancy trends, and leasing velocity metrics
• Maintain recurring performance reporting templates
• Prepare clean draft reports for leadership narrative review
• Support ongoing portfolio performance tracking initiatives

4. Lease Audit & Compliance Support

Support risk-based lease file audit initiatives to reinforce compliance standards.

• Conduct targeted weekly audits of move-in files
• Prioritize reviews for:
  • New hires (first 60–90 days)
  • Communities with recurring deficiencies
  • Sites experiencing staffing transitions
• Maintain audit tracking logs to identify operational trends
• Document training gaps and recurring compliance risks
• Provide weekly summaries highlighting findings and improvement opportunities

5. Performance Engagement & Contest Support

Support portfolio engagement initiatives designed to drive leasing performance.

• Pull weekly contest rankings and performance metrics
• Maintain leaderboard tracking tools
• Draft weekly recognition and performance updates
• Highlight performance movement and emerging trends
• Assist with communication of best practices and improvement tactics
• Support rollout and coordination of portfolio engagement initiatives

Operational Coordination Authority

The Operations Support Manager may:

• Request operational updates from on-site and regional teams
• Follow up on required onboarding, reporting, or compliance items
• Coordinate deadlines and performance tracking initiatives on behalf of the Senior Director

All final operational decisions remain with leadership.

Success Metrics

Success in this role will be measured by:

• Timely completion and tracking of onboarding requirements
• Accuracy and consistency of KPI and portfolio reporting
• Reduction in leadership follow-up required for reporting and compliance items
• Improved lease audit compliance trends
• Consistent execution of engagement and performance initiatives

Additional Responsibilities

• Support special operational projects as assigned by the Senior Director
• Assist with cross-department follow-ups to ensure execution alignment
• Maintain organized tracking systems that improve operational efficiency
• Provide coordination support for portfolio-wide initiatives

Qualifications

• Experience in multifamily property management, operations, or coordination preferred
• Strong organizational and follow-through skills
• High attention to detail and data accuracy
• Proficiency in Microsoft Excel and reporting tools
• Experience with Entrata or similar property management systems preferred
• Ability to manage multiple priorities in a fast-paced environment
• Strong written and professional communication skills

Work Environment

This position is fully remote and requires proactive communication, independent task management, and the ability to coordinate effectively across geographically dispersed teams.

Position Details

• Title: Operations Support Manager
• Employment Type: Part-Time (Approximately 20 hours per week)
• Reports To: Senior Director, Gallery Residential
• Work Arrangement: Fully Remote

Growth Opportunity

This role offers growth opportunities aligned with expanding operational responsibilities and portfolio support initiatives as Gallery Residential continues to scale operational performance programs.

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