Senior Operations Manager

Department: Operations

Reports To: Director of Operations

The Senior Operations Manager (SOM) serves as a strategic operational leader responsible for improving performance, consistency, and efficiency across the manufactured housing portfolio. This role focuses on developing operational processes, creating and implementing Standard Operating Procedures (SOPs), monitoring property performance metrics, and identifying operational risks and opportunities.

Unlike traditional supervisory roles, the Senior Operations Manager does not directly manage Regional Managers or community staff, but instead works alongside them to drive operational excellence through projects, process improvement initiatives, and performance analysis.

The SOM acts as an internal consultant and problem solver, helping ensure that communities operate according to company standards while providing the Director of Operations with clear insights into operational performance across the portfolio.

________________________________________

Operational Process Development

Lead the development, documentation, and implementation of Standard Operating Procedures (SOPs) across property operations.

Design clear and scalable processes for key operational areas including:

o Collections

o Delinquency management

o Home inventory

o Property Condition and Violations

o Work order management

o Capital project coordination

o Resident communication and service standards

o Lease Renewal Process

o Property Compliance

o Monthly Regional Performance Reviews

o New Initiatives and process changes

o Budgets, Financial Variances and Business Plans

o Spotlight Property Reviews

o New Property Onboardings

Create process maps, training guides, and operational playbooks to support field teams.

Lead operational improvement projects assigned by the Director of Operations.

Identify operational inefficiencies and recommend scalable solutions.

Manage cross-department initiatives involving operations, accounting, compliance, and asset management.

Ensure projects move from concept ? documented process ? implementation ? measurement.

Examples of projects may include:

Operational SOP creation

Rent Manager process optimization

Collections improvement initiatives

Home Turn Process Review

Lease Renewal Reviews

Property onboarding processes

Community compliance standards

________________________________________

Monitor key operational metrics across assigned properties including:

o Occupancy

o Delinquency

o Work order completion

o Violation resolution

o Expense performance

Identify underperforming communities, operational risks, and process breakdowns.

Provide the Director of Operations with clear reporting and recommendations for intervention.

Develop dashboards and tracking tools to monitor operational health.

________________________________________

Work collaboratively with Regional Managers and Community Managers to implement operational improvements.

Assist in diagnosing operational issues at individual properties.

Support training and adoption of new operational processes.

Serve as a resource for operational problem-solving when communities encounter workflow barriers.

________________________________________

Continuous Improvement

Evaluate existing operational processes and recommend improvements.

Identify trends across the portfolio that may indicate systemic issues.

Support leadership in creating a culture of accountability, efficiency, and operational excellence.

Required

7+ years of operational leadership experience in property management, multi-site operations, or related industries

Experience managing or supporting multi-location portfolios

Strong process development and SOP creation experience

Proven ability to lead operational improvement projects

Strong analytical and problem-solving skills

Ability to influence and collaborate without direct authority

Strong communication and organizational skills

Manufactured housing, multifamily, or real estate operations experience

Experience implementing operational systems (Rent Manager, CRM systems, etc.)

Experience building operational dashboards or KPI tracking systems

________________________________________

Strategic thinking

Process design and documentation

Data-driven decision making

Project management

Cross-functional collaboration

Operational troubleshooting

Leadership influence without direct reporting authority

________________________________________

Travel may be required to communities within the portfolio to support operational initiatives, training, and performance analysis.

________________________________________

Success as a Senior Operations Manager will be measured by:

Improvement in operational KPIs across the portfolio

Successful implementation of scalable SOPs

Reduction of operational inconsistencies between communities

Improved efficiency and clarity in field operations

Ability to proactively identify risks and opportunities