Senior Operations Manager

Optimal is a property management support company that works with real estate investors and property managers across North America, helping them achieve Time, Financial, and Location freedom through the implementation of remote property management techniques with back-office management and fulfillment.

Our leadership team is made up of ex-Big 4 accounting and consulting professionals as well as property managers who have experience managing commercial and residential portfolios for local property management firms.

We are seeking a highly organized and experienced operations manager/assistant to the director of operations to join our property management division. This is a leadership-level position responsible for ensuring operational excellence across our assistant property manager (APM) team.

The role combines strategic oversight, hands-on mentorship, and cross-functional collaboration to drive performance, consistency, and client satisfaction.

• Proactive and detail-oriented
• Calm under pressure and solution-focused
• An empathetic yet driven leader
• Capable of mentoring others and aligning a team behind a common goal
• Comfortable interfacing with executives, clients, and cross-functional stakeholders

• Supervise and serve as the primary point of contact for APMs and internal operations staff.
• Provide one-on-one and group mentorship to drive work quality, consistency, and team growth.
• Oversee onboarding, training, and professional development of new and existing team members.
• Conduct regular performance reviews and report on key team metrics to senior leadership.

• Own and oversee all internal property management processes and ensure adherence to best practices.
• Interact directly with investors, third-party vendors, accounting teams, and stakeholders as needed.
• Develop and implement scalable, compliant operational policies and procedures.
• Drive continuous process improvement initiatives to reduce friction, errors, and inefficiencies.

• Monitor and uphold high standards of communication and customer service across all correspondence.
• Ensure timely and accurate responses to resident concerns and internal escalations.
• Review team KPIs (e.g., OpenPhone stats, call logs) and develop structured templates to standardize communication expectations.
• Create accountability tools (e.g., monthly rhythm calendars) to track project progress and follow-ups.

• Identify and streamline overlapping tools and trackers; eliminate redundancies for smoother workflow.
• Provide oversight on financial reporting and ensure timely updates are shared with stakeholders.
• Support team members with work-related and personal concerns, promoting a positive team culture.
  • Other Duties
  • Assist the director of operations with strategic initiatives, special projects, and ad hoc tasks as needed.
  • Develop department-specific training materials and facilitate ongoing team development.
  Ideal Qualifications:
  • Minimum 5 years of experience in property management, real estate operations, or a related field.
  • Proficiency with property management software (Appfolio, Buildium, Yardi, Rent Manager, or similar).
  • Hands-on experience in tenant and maintenance coordination, leasing support, and customer relations.
  • Proven track record of managing a team and driving results in a fast-paced environment.
  • Strong communication, organization, and problem-solving skills.
  Preferred Qualifications:
  • Experience with Appfolio is a strong plus.
  • Familiarity with reviewing and interpreting property financials.
  • Demonstrated ability to lead training initiatives and develop scalable systems.
  • Previous experience working in or managing virtual property management (VPM) teams.