Chief Operating Officer PM

JOB SCOPE:

The Chief Operating Officer (COO) of Property Management provides strategic leadership and executive oversight of the PCMH/CHC property management portfolio. The COO is responsible for ensuring operational efficiency, financial performance, regulatory compliance, property maintenance, and effective housing administration across all managed properties.

The COO directs the Property Management Division, establishes operational standards, and ensures properties are maintained in a safe, efficient, and fiscally responsible manner. Reporting directly to the Chief Executive Officer (CEO), the COO collaborates with executive leadership to support organizational objectives, promote housing stability, and ensure accountability across the property portfolio.

ESSENTIAL FUNCTIONS:

DIVISION RESPONSIBILITIES AND BOUNDARIES:

- Property Management owns rent billing and collection, leasing, lease enforcement, legal eviction coordination, building maintenance, repairs, unit turnover, supers and porters, vendor management, housing eligibility certifications, recertifications, and property-related compliance.

- The Service Division owns tenant services, supportive services, case management and clinical programs, including the supervision and quality of service and clinical staff.

- Both divisions coordinate on tenant needs, housing stability, reasonable accommodations, safety incidents and crisis response while maintaining appropriate confidentiality and distinct decision rights.

- The COO escalates conflicts between property obligations and service-program needs to the CEO under established protocols.

LEADERSHIP, STAFFING AND ACCOUNTABILITY:

- Direct and evaluate property managers, regional supervisors, maintenance leadership, supers, porters, leasing, compliance and administrative personnel, through an approved reporting structure.

- Establish clear job descriptions, supervision, staffing plans, coverage schedules, training, performance reviews and succession planning.

- Set standards for responsiveness, professionalism, tenant treatment, documentation, safety and ethical conduct.

- Manage employee issues and recommend senior appointments or structural changes for executive approval.

RENT, LEASING AND TENANCY ADMINISTRATION:

- Oversee accurate rent rolls, tenant ledgers, billing, collections, arrears follow-up, payment plans and reconciliation with Finance.

- Supervise vacancies, marketing, applications, leasing, renewals, move-ins, move-outs and unit turnovers under applicable program rules.

- Ensure consistent lease enforcement, notices, documentation and coordination with legal counsel for eviction proceedings; comply with all legal protections and required approvals.

- Maintain reliable records of leases, household composition, subsidy arrangements, income limits, rent calculations and applicable restrictions.

AFFORDABLE HOUSING CERTIFICATIONS AND COMPLIANCE:

- Own the operational process for initial eligibility determinations, income and household certifications, periodic recertifications, file completeness and timely renewals for regulated units.

- Maintain property-by-property compliance calendars and controls for applicable low-income housing, rental assistance, regulatory agreements and government program requirements.

- Coordinate with compliance specialists, agencies, auditors and legal counsel to respond promptly to regulatory findings.

- Ensure fair housing, nondiscrimination, reasonable accommodation, tenant notices, privacy and records-retention requirements are followed.

- Confirm specific program rules for each property rather than applying a single certification or rent standard to the full portfolio.

MAINTENANCE, BUILDINGS AND CAPITAL WORK:

- Oversee preventive and corrective maintenance, work orders, emergency response, building systems, unit readiness and common-area conditions.

- Supervise maintenance personnel and coordinate building contractors to ensure timely, high-quality repairs.

- Maintain code, fire and life-safety compliance, required permits, inspection schedules and timely remediation of violations.

- Develop and implement preventive maintenance, repair and capital improvement plans within approved budgets, minimizing tenant disruption.

- Oversee emergency preparedness, disaster response and business continuity plans for properties, including staff training, vendor readiness and coordination with appropriate departments.

- Establish inspection schedules and track property deficiencies through verified resolution.

INVENTORY CONTROL AND ASSET MANAGEMENT:

- Oversee a centralized inventory control system for maintenance supplies, tools, equipment, appliances, replacement parts and other property-related assets across the portfolio.

- Ensure accurate inventory records documenting quantities, locations, purchases, distribution, transfers and disposal of property assets.

- Implement standardized ordering, receiving, secure storage, issuance and replenishment procedures, with appropriate approvals and separation of duties.

- Establish minimum and maximum stock levels, conduct periodic physical inventories and reconcile discrepancies; investigate and address loss, damage, waste or unauthorized use.

- Coordinate inventory budgets and asset reporting with Finance; identify waste and cost-saving opportunities.

RISK MANAGEMENT, INTERNAL CONTROLS AND INSURANCE:

- Oversee property-related risk assessments, insurance incident reporting, claims documentation and loss-prevention measures in coordination with the CEO, Finance, legal counsel and insurance representatives.

- Implement operational safeguards for rent handling, purchasing, invoices, inventory and asset disposal in coordination with Finances financial controls.

- Identify and promptly report suspected fraud, conflicts of interest, unauthorized transactions and significant control weaknesses through established agency procedures; ensure documented follow-up.

FINANCIAL AND VENDOR MANAGEMENT:

- Manage property operating budgets, forecasts and contract expenditures in coordination with Finance.

- Monitor collections, vacancy loss, payroll, maintenance, utilities and capital spending; address unfavorable trends.

- Apply competitive procurement and contract oversight standards consistent with agency purchasing policies.

- Verify completed vendor work before payment approval and address contractor performance, insurance, licensing and conflicts-of-interest concerns.

- Provide monthly property-level financial and operating reports, explaining material variances and corrective actions.

- Develop an annual operating plan and multi-year capital priorities addressing staffing, risks, resource needs and measurable outcomes.

PROPERTY ASSESSMENTS AND CORRECTIVE ACTION:

- Direct periodic property condition assessments to identify deferred maintenance, safety exposures and capital replacement needs; prioritize remediation.

- Maintain corrective action plans for audit, inspection, financial and operational findings, with accountable owners, deadlines and documented closure.

- Escalate material unresolved deficiencies, repeated compliance failures and significant operational risks to the CEO with recommended solutions.

TENANT RELATIONS AND SERVICE DIVISION COORDINATION:

- Ensure prompt, respectful handling of property complaints, repair requests, lease questions and building concerns.

- Establish a joint escalation process with the Service Division for tenants at risk of losing housing, accessibility needs, safety issues and complex incidents.

- Preserve the Service Divisions independence over clinical judgments and confidential clinical information.

- Coordinate resident communications and building access for services, inspections, repairs and emergencies.

PORTFOLIO TRANSITIONS AND OPERATIONAL READINESS:

- Support CEO-directed property acquisitions, developments, management transitions and portfolio changes by assessing staffing, physical conditions, compliance obligations, operating costs, contracts and operational readiness.

- Develop transition and stabilization plans for properties added to or transferred within the PCMH/CHC portfolio, subject to approved authority and coordination with Finance and the Service Division.

REPORTING AND DECISION AUTHORITY:

- Weekly: report occupancy, vacancies, collections, arrears, maintenance backlog, emergencies, compliance deadlines, staffing and significant tenant issues.

- Monthly: report budget-to-actual results, leasing and collection trends, certification status, capital projects and corrective-action progress.

- Immediately escalate serious safety incidents, major violations, litigation, significant financial exposure, material service disruptions and regulatory findings.

- Exercise authority for routine operations, personnel supervision and spending within approved budgets and delegated limits. Seek CEO approval for unbudgeted major expenditures, senior hiring, material contracts, major litigation or changes in portfolio strategy.

PERFORMANCE EXPECTATIONS:

- Set and review property-specific targets for occupancy, vacancy turnaround, collections, arrears and operating expenses.

- Monitor maintenance response and completion, inspection results and resolution of safety or code violations.

- Track certification timeliness, audit findings, inventory accuracy and vendor performance.

- Use consistent property management systems and executive dashboards to report trends, identify risks, assign corrective actions and assess progress against CEO-approved goals.

Qualifications

KNOWLEDGE:

- Affordable and supportive housing program requirements, fair housing and housing compliance

- Property management systems, rent administration, leasing and collections

- Building operations, preventive maintenance, safety and regulatory standards

- Operating budgets, financial reporting, procurement and inventory control

- Performance dashboards, property inspections, emergency preparedness and operational risk management

SKILLS AND ABILITIES:

- Executive leadership, staff supervision and organizational accountability

- Strong financial, operational and analytical judgment

- Effective communication, negotiation and cross-divisional collaboration

- Ability to prioritize emergencies, resolve complex issues and lead continuous improvement

- Ability to develop strategic operating plans, set measurable expectations and hold leaders accountable for results

- Proficiency with property management technology, data analysis and executive reporting

EDUCATION AND EXPERIENCE:

- Masters degree in Business Administration (MBA), Real Estate, Public Administration, Finance, or a related field strongly preferred.

- Minimum of 10 years of progressively responsible experience in property management, including at least five years in a senior leadership or executive capacity.

- Demonstrated experience overseeing multifamily, affordable, or supportive housing portfolios, including financial performance, regulatory compliance, and organizational leadership.

- Professional certifications in property management or affordable housing administration preferred.