Agent Operations Lead

Accountabilities:: Own end-to-end operational outcomes for a portfolio of institutional real estate clients, overseeing property dispositions and, where applicable, acquisitions from onboarding through transaction closing. Develop a deep understanding of each client’s operating model, priorities, performance targets, and requirements, ensuring every property is managed according to the appropriate playbook. Serve as the day-to-day operational contact for client directors, analysts, and other stakeholders, building trust through proactive communication, clear reporting, and reliable execution. Partner closely with business relationship leads responsible for commercial matters, aligning operational delivery with client contracts, portfolio allocations, and expansion opportunities. Coordinate priorities across agent teams, pricing specialists, field operations, and transaction coordination, driving results through influence and collaboration rather than direct people management. Establish consistent client reporting and review cadences, deliver actionable portfolio analysis, identify emerging risks, and communicate performance issues before they escalate. Monitor property pricing, listing activity, offers, negotiations, documentation, deadlines, and closing milestones to maintain transaction quality and operational momentum. Investigate discrepancies across internal systems and client data, identify exceptions, and resolve problems before they affect customer outcomes or transaction timelines. Lead difficult client conversations with professionalism and transparency, challenge recommendations when supported by evidence, and take accountability when execution falls short. Build and maintain AI-enabled workflows using tools such as ChatGPT, Claude, or Gemini to automate reporting, reconcile pipelines, flag exceptions, prioritize urgent issues, and improve operational efficiency. Validate AI-generated outputs for accuracy, reliability, and Fair Housing compliance, applying sound judgment to determine when human intervention or direct communication is necessary. Support the launch and operational setup of new customers, markets, and programs, helping establish effective processes and transition new initiatives into steady-state operations. Continuously improve workflows, dashboards, reporting processes, and cross-functional coordination while adapting to evolving tools, customer needs, and business priorities. Remain responsive to urgent escalations and time-sensitive transactions, including occasional evening and weekend work, and travel periodically for client engagements or launches. Requirements: At least 5 years of experience in real estate operations, portfolio management, asset management, or account management for institutional or high-volume real estate clients, with single-family rental (SFR) experience strongly preferred. Demonstrated ownership of portfolio-level outcomes or the operational side of strategic customer relationships, including managing reporting cadences, coordinating delivery, and leading challenging client conversations. Working knowledge of the full real estate transaction lifecycle, including pricing, listing, offer management, negotiations, contract execution, and closing; acquisitions experience is an advantage. Experience launching new customer accounts, markets, or programs and establishing the processes needed to achieve consistent operational performance. A proven ability to drive outcomes across multiple teams without direct managerial authority, balancing competing priorities while maintaining accountability and service quality. Strong client relationship management skills, with the ability to advise senior stakeholders, communicate complex information clearly, and provide well-supported recommendations. Demonstrated experience building and applying AI-enabled workflows using at least one general-purpose large language model, such as ChatGPT, Claude, or Gemini, in a real portfolio or pipeline environment. Ability to provide concrete examples of AI-driven improvements, such as time savings, earlier issue detection, stronger reporting, or fewer operational errors. Sound judgment in determining when not to use AI, along with the ability to verify outputs for accuracy and ensure compliance with Fair Housing requirements before sharing information externally. Strong analytical and technical skills, including proficiency with spreadsheets, dashboards, customer relationship management systems, and transaction management platforms such as Salesforce or comparable tools. Familiarity with Google Workspace, Slack, and macOS, as well as the ability to work efficiently across multiple systems. SQL and business intelligence tools experience are a plus. Excellent written and verbal communication skills, including the ability to produce clear, persuasive updates for client leadership and internal cross-functional partners. Exceptional attention to detail, organization, problem-solving, and prioritization skills, particularly in fast-paced environments where processes and expectations evolve frequently. A proactive, adaptable, and self-directed approach to work, with the ability to remain composed under pressure and take ownership of difficult decisions. An active real estate license is preferred but not required. Willingness to work occasional evenings and weekends when operational demands require it, and to travel periodically for client engagements and new program launches. Benefits: On-target annual earnings of $120,000–$140,000 , consisting of a base salary and target bonus. Performance-based bonus tied to portfolio operational execution and the business results you help achieve. Fully remote work arrangement within the United States. Opportunities to work directly with major institutional participants in the single-family rental industry. Significant ownership of portfolio performance, with the ability to set priorities and coordinate resources across multiple operational teams. Opportunities to help launch new customers, markets, and programs while shaping evolving operational processes. Access to AI-powered tools and workflows that support reporting, reconciliation, exception management, and day-to-day operations. A collaborative environment that encourages experimentation, continuous improvement, and the development of practical AI solutions. Opportunities to influence client outcomes, improve operational performance, and contribute to the evolution of technology-enabled real estate services. Occasional travel opportunities to support customer relationships and new program launches.