Portfolio Operations Manager

Upfrnt USA Inc; Austin (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

Upfrnt USA Inc in Austin, TX is seeking a Portfolio Operations Manager to oversee a property’s operations and the on-site team. You will own the P&L, manage the budget, and drive revenue and cost controls while ensuring compliance with lease terms and Fair Housing standards.

You will work with the Chief Engineer and cross-functional partners to maintain maintenance standards, service levels, and accurate CMS records. Experience with lean operations is a plus.

Qualifications

• Has carried a P&L for a property, hotel or site.
• Has managed a small on-site team directly with rotation and performance management.
• Has run a written service standard in a residential or guest environment and been audited against it.
• Fair Housing, lease enforcement and Texas landlord–tenant literacy or capability to build it fast.
• Comfortable with a lean on-site team and software carrying the load.
• Willing to declare capital expenditures when required, even if it impacts numbers.

Responsibilities

• Owns revenue, controls operating expense and NOI against budget for each asset.
• Owns the budget and provides variance explanations for the deal team.
• Spend within approved limits; justify exceptions rather than splitting invoices.
• Identify billable costs to owner and defend the billing requirement.
• Directly manage on-site roles: rotation, priorities, emergencies, performance, progression.
• Collaborate with Chief Engineer on maintenance standards and on-site requirements.
• Oversee renewals, escalations, lease compliance and service levels.
• Manage after-hours dispatch and service recovery.
• Maintain fair housing consistency in renewals, enforcement and accommodations.
• Ensure legal notices and executions are correct and timely.
• Keep CMS documentation accurate and up-to-date.

Skills

P&L management

On-site team leadership

Lease enforcement

Fair Housing knowledge

Texas landlord-tenant law

CMS software

Tools

CMS software

Job description

Job Details

• 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

Role

The 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.

Responsibilities

The property operating P&L

• Revenue 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; escape 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.

The on-site team

• 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.

Residents

• 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.

The maintenance and turn programme

• 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.

The owner’s asset

• Recognise capital, structural and major-system conditions and elevate them with evidence rather than absorbing them.

Feed the system of record

• 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.

Requirements

Must bring

• 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 escape rather than absorb. In this job that means saying "this is capital" out loud, at cost to their own numbers.

Helpful, not required

• 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.

Results

• 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.