Central Operations Manager

Gray Residential, the management division of Gray Capital

Gray Residential is seeking a Central Operations Manager to design, lead, and scale centralized leasing and resident lifecycle operations across a growing multifamily portfolio. This newly created role is responsible for building standardized processes, centralized communication models, and automation-driven workflows that improve efficiency, consistency, and performance.

This position owns the end-to-end resident journey—from lead generation and automated lead nurture through post-move-out collections—and plays a critical role in aligning centralized strategy with on-site property operations.

The Ops Manager oversees the centralized workforce and marketing manager, including Sales and Service Leads, and may manage offshore virtual assistants as needed. The role reports directly to the SVP and works closely with the Regional Property Manager.

What You’ll Do

• Own and optimize the full leasing and resident lifecycle, including marketing and automated lead nurture, leasing sales and follow-up, screening and application processing, delinquency reduction, customer service standards, resident surveys and reputation management, move-out procedures, and post-resident collections

• Design, implement, and refine centralized standard operating procedures that scale across the portfolio

• Lead the setup and optimization of automation tools, CRM workflows, and centralized communication frameworks

• Partner with internal teams and vendors to ensure systems are properly configured, integrated, and adopted

• Establish performance expectations and KPIs for centralized team members and develop leaders who can execute at scale

• Work closely with property operations leadership to ensure centralized functions effectively support on-site teams

What We’re Looking For

• Extensive experience across the end-to-end leasing and resident lifecycle in multifamily or a similar environment

• Proven success leading centralized or shared-services teams

• Strong working knowledge of property management software, CRM platforms, and automation tools, including system setup and workflow design

• Ability to standardize processes while maintaining a strong resident experience

• Comfort operating in a newly created role with evolving structure

This is a high-impact leadership role with meaningful influence on portfolio performance, resident experience, and operational scalability. Gray is an Equal Opportunity Employer. Full job description available during interview process.