LEASE OPERATIONS MANAGER

Overview:

The Lease Operations Manager is responsible for leading a centralized team that manages the end-to-end lease administration process across the portfolio. This role oversees tenancy application processing, lease renewals, and affordable housing certifications ensuring accuracy, compliance, and efficiency across all workflows. This role leads lease administration programs and systems, analyzes performance data, and identifies opportunities to optimize performance and meet occupancy goals. This role establishes consistent, compliant, and efficient practices.

Responsibilities:

• Develop and optimize lease administration strategies for the portfolio to achieve occupancy, compliance, and retention goals.
• Manage the processing of rental applications for the portfolio, ensuring completeness, accuracy, and timely approvals.
• Manage lease renewals, including review of terms, execution workflows, and adherence to company timelines.
• Manage the processing of all affordable housing certifications across the portfolio and ensure all certification activities comply with LIHTC, HUD, and other applicable regulatory requirements.
• Oversee screening, project and program eligibility, approval and denial decisions, unit assignment, and waiting list management.
• Maintain tenant files and standardized documentation across the portfolio. Build and maintain standard operating procedures, policies, resources, and checklists to minimize errors and achieve audit standards.
• Monitor documentation quality and audit readiness; conduct quality assurance reviews; analyze performance trends and implement corrective actions as needed.
• Lead continuous improvement initiatives to streamline workflows, maximize efficiency, and optimize cycle times. Implement solutions to improve turnaround times and team capacity.
• Monitor and report on key performance indicators (KPIs). Develop recurring reporting for portfolio leasing health, pipeline, conversion, application throughput, renewal performance, and recertification timeliness.
• Identify and recommend new strategies and software to continuously improve processes, enhance workflow efficiency, reduce cycle times, increase conversion, increase file quality, and elevate customer experience.
• Conduct acquisition due diligence, assess procedures, and onboard new properties.
• Manage lease administration programs, software, and systems and analyze data to maximize efficiency. Manage projects and implement tactics to achieve business goals.
• Lead, coach, and develop team members; establish clear performance expectations and coaching plans.
• Create training materials, job aids, and quality monitoring routines to ensure optimal team member performance.

Qualifications:

• Bachelor’s degree or equivalent combination of education and experience in marketing.
• 5+ years of multifamily lease administration experience with market rate and affordable communities, including portfolio or centralized responsibilities.
• Strong working knowledge of Fair Housing, PBRA, LIHTC, and leasing compliance.
• Proficiency with property management and customer relationship management software; Yardi, Rent Café, CRM IQ preferred.
• Ability to analyze data, manage KPIs, and drive operational improvements.
• Strong communication and leadership skills.
• Proficient in Microsoft Office, including Excel, Word, SharePoint, and PowerPoint.
• Some travel is required.
• Ability to communicate effectively verbally and in writing.
• Ability to read and comprehend English.
• Fluent in Spanish is a plus.