GROWTH OPPORTUNITY:

This is a high-impact role designed for a professional looking to grow into portfolio-level leadership. As the company grows, the POM may be asked to transition into a property manager role or take on expanded portfolio oversight.

KNOWLEDGE, SKILLS, & ABILITIES

• Bachelor’s degree preferred
• 3-5 years of multifamily experience, ideally in a leadership, compliance, or operational support role
• Strong knowledge of landlord-tenant law and housing regulations
• Proficient with Yardi, RentCafe, BlueMoon, and reporting tools preferred
• Excellent communication, documentation, and resident service skills
• Highly organized with the ability to manage multiple priorities across locations
  Physical Requirements: % of Work Time
  Must have the ability to remain in a seated position. 80%
  Must have the ability to speak and hear clearly. 100%
  Must have the ability to lift office products and supplies, up to 20 lbs. 20%
  Must have the ability to stoop, kneel, bend and reach. 10%
  Must have dexterity to write and manipulate computer keyboard and mouse. 100%

STATEMENT

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position. The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.
This job description in no way states or implies a contract of employment.
Broe Real Estate Group reserves the right to modify this job description at their discretion at any time and will notify the employee of the change

POSITION OVERVIEW & PURPOSE

The Portfolio Services Manager (PSM) is a multi-site support leader responsible for strengthening key operational and legal functions across the multifamily portfolio. Focus areas include renewals, accounts receivable, lease audits, and resident relations. This role partners closely with the Community Account Manager and on-site teams to build consistent systems, resolve escalated resident concerns, and ensure legal and operational compliance.
As a new role within the organization, the Portfolio Services Manager will be responsible for developing and implementing the centralized strategy and processes for renewals and accounts receivable across the portfolio.
The ideal candidate is organized, confident, detail-oriented, and eager to take ownership of processes that directly impact NOI, retention, and resident satisfaction. This position also includes opportunities to support special projects, lead team training, and serve as interim property manager when needed.

ESSENTIAL DUTIES & RESPONSIBILITIES

Resident Relations & Renewals

• Lead the centralized renewal strategy and performance tracking across the portfolio
• Act as a central escalation point for resident issues requiring advanced problem-solving
• Ensure consistent lease administration and adherence to Fair Housing and internal policies

Accounts Receivable & Legal Compliance

• Lead the AR process portfolio-wide, including tracking delinquencies and issuing late notices and demand letters
• Partner with property teams and legal counsel to remain aligned with current laws and timelines
• Maintain and distribute updated templates and procedures in response to legislative changes

Lease Audits & Compliance Oversight

• Participate in and coordinate periodic lease audits with the Community Account Manager
• Work with Community Account Managers and Property Managers to correct issues and document trends for improvement
• Use findings to inform training, system updates, and best practice documentation

System Development & Team Support

• Build and maintain scalable standard operating procedures (SOPs) for portfolio-wide processes including renewals, delinquency follow-up, legal notices, and resident escalations
• Use internal dashboards and reporting tools to monitor operational KPIs such as renewal success, delinquency trends, and audit results
• Organize and coordinate onboarding and training plans for new hires and transitioning team members across the portfolio
• Lead training sessions on core operational topics including company policies, AR and renewal processes, lease compliance, resident communication, and system usage
• Create and update training materials and resource guides in collaboration with the Community Account Manager and other leadership team members
• Track training completion, gather feedback, and continuously refine onboarding and education programs based on team needs
• Communicate and train site teams on legal or regulatory changes in partnership with legal counsel and internal leadership
• Support Property Managers as needed by guiding onsite teams on processes, systems, and customer service best practices

Cross-Team Collaboration & Coverage

• Collaborate closely with the Community Account Manager as an equal partner in supporting site operations
• Cross-train with the Community Account Manager to ensure continuity and flexibility across the portfolio
• Support onboarding efforts, rollout initiatives, and special projects as assigned
• Step in as interim Property Manager during manager transitions, leaves, or vacancies