B2B Realty

• Responsible for ensuring the company delivers consistent, efficient, and high-quality operational performance across all properties and teams • Own execution, team performance, accountability, and operational outcomes across the business • Own portfolio performance across all markets and drive key metrics including occupancy, leasing conversion, delinquency, maintenance turnaround, client churn, and negative accounts • Directly manage Area General Managers (AGMs), Leasing Manager, Maintenance Manager, and HR Manager (staffing and performance enforcement) • Hold leaders accountable to KPIs and performance standards while coaching and developing their capabilities • Handle high-level operational issues, client complaints, and sensitive situations with sound judgment • Ensure strict adherence to SOPs and enforce consistency in execution and service delivery across all markets • Ensure teams are properly staffed and structured to meet performance goals and improve productivity without unnecessary headcount growth • Work closely with HR, Marketing, and Systems/Tech teams to ensure alignment and operational efficiency • Drive a high-accountability culture where leaders take ownership of results and outcomes • Demonstrate strong decision-making, accountability, and ownership mindset; remain calm under pressure and focused on solutions • Reports directly to CEO/Founder and oversees 2 AGMs, 1 Maintenance Manager, 1 Leasing Manager, and HR Manager for staffing and enforcement functions.

• Creating, coordinating and overseeing all maintenance requests for assigned properties. • Ensuring timely completion of maintenance requests and urgent work orders while highlighting and tackling preventative maintenance measures. • Following up regularly with vendors to ensure timely repairs and ensuring work is completed within the company standards and budget. • Providing timelines, estimates and executing and overseeing rehabs or remodeling projects. • Maintaining records of income, expenses, signed leases, complaints, maintenance, etc. Maintains property by investigating and resolving tenant complaints, enforcing rules of occupancy, inspecting vacant units and completing repairs to speed up the leasing process. • Terminating leases and initiating eviction proceedings while maintaining court attendance in relevant cases. • Collecting rent, dealing with late payments, city violations, delinquencies, paying bills and handling operating expenses • Attending to owners meetings, queries and providing updates on all matters regarding assigned properties • Building professional relationships with owners to increase owner satisfaction and establishing brand loyalty. • Provide exceptional customer service and updates to tenants, team members and management relating to all aspects of the property

• Own customer experience across both tenants and property owners, ensuring exceptional service delivery throughout the customer lifecycle. • Drive company-wide customer retention initiatives with primary accountability for reducing churn and improving Net Promoter Score (NPS). • Own key business metrics, including Churn Rate, NPS, Revenue per Unit (RPU), leasing conversion, delinquency, maintenance turnaround, client churn, and negative accounts. • Lead customer interviews and convert customer feedback into actionable service improvements in collaboration with AGMs, Customer Success, and Customer Service teams. • Build and maintain strong relationships with institutional clients and key portfolio owners, particularly large-scale portfolios. • Serve as the executive escalation point for complex customer issues, legal escalations, operational challenges, and sensitive client situations. • Ensure consistent achievement of Service Level Agreements (SLAs), revenue capture, leasing conversion, and operational performance targets. • Directly manage Area General Managers (AGMs), Maintenance Manager, Leasing Manager, and collaborate with HR for staffing, performance management, and accountability. • Hold leaders accountable to operational and customer success KPIs while coaching and developing leadership capabilities. • Lead through leaders by conducting regular leadership meetings (including Level 10 meetings) to drive execution, accountability, and continuous improvement. • Enforce company policies, Standard Operating Procedures (SOPs), quality assurance standards, and operational consistency across all markets. • Drive a high-performance culture focused on ownership, accountability, execution, and customer success. • Make hiring, performance management, succession planning, and termination decisions for Operations leadership roles. • Partner closely with HR, Marketing, Systems, and Business Process Improvement (BPI) teams to improve organizational effectiveness and operational efficiency. • Provide strategic feedback on organizational design, process optimization, and scalability initiatives. • Identify opportunities to grow the company's unit count by strengthening client relationships and delivering exceptional customer experiences. • Remain actively involved in operational processes and execution to ensure standards are consistently achieved.

• Research real estate investors, property owners, real estate agents, brokers, bloggers, website owners, journalists, and other relevant contacts. • Build clean, accurate prospect lists with names, titles, emails, phone numbers, LinkedIn profiles, company details, and relevant notes. • Use the provided tools and resources to identify prospects who may be a good fit for B2B Realty’s property management services or referral program. • Maintain organized prospect data and update records accurately. • Send outreach messages through email, LinkedIn, SMS, and other approved channels. • Follow up with leads consistently and professionally. • Help book qualified appointments for Sales Associates and the Sales Manager. • Support the sales team with follow-up messages to existing leads. • Track responses, next steps, and lead status accurately. • Contact real estate agents and brokers to introduce B2B Realty’s referral program. • Explain the value of referring investor clients to a professional property management company. • Set appointments between interested agents and the Sales Manager. • Maintain an organized list of agent partners, active conversations, and follow-up opportunities. • Research relevant real estate blogs, investor websites, local media, podcasts, directories, and partner websites. • Reach out to website owners and editors for guest posts, link placements, resource-page mentions, and collaboration opportunities. • Support media and PR outreach by identifying relevant contacts and sending approved pitch messages. • Keep all outreach activity organized and up to date. • Maintain clean records of prospects, responses, booked appointments, and follow-up tasks. • Share regular updates with the sales and marketing teams. • Help improve outreach templates based on response quality and lessons learned.