Portfolio Services Manager

BROE Group and it's managed affiliates•Denver, CO

10d•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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
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
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
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
Collaborate closely with the Community Account Manager as an equal partner in supporting site operations
Crosstrain 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