Manager, Touring Operations

Reports To: Senior Director, Tenant Operations Salary: $72,000–$75,000 annually Department: Onsite Operations Location: New York City Position Summary The Manager, Touring Operations leads affordable housing touring operations across large-scale and high-profile developments. Following onboarding, this position directly manages approximately five Tour Managers, with responsibility for team performance, staffing, and daily operations. The Manager works closely with the Senior Director, Tenant Operations to improve processes and expand onsite operations. Managing the team is the role’s primary responsibility, including on onsite days, with hands-on touring support as needed. Responsibilities - Directly manage Tour Managers, including work assignments, scheduling, training, coaching, and performance evaluations. - Make recommendations on hiring, promotions, terminations, and other personnel decisions that receive substantial consideration. - Lead touring operations for assigned developments, including project planning, staffing, and budgeting. - Monitor project targets, touring activity, and applicant experience; coordinate with Project Managers and report results and challenges to the Senior Director. - Resolve escalated applicant cases and onsite operational issues. - Develop and implement operating procedures and workflow improvements, including standardized video tours and automated applicant communications. - Run reports and send to HR weekly hours and expenses reports for the Onsite Operations team. - Perform Tour Manager duties as needed and other related responsibilities as assigned. Schedule & Work Environment Regular work hours are 8:30 a.m.–5:30 p.m., with flexibility to accommodate touring schedules as needed. This position requires regular onsite work at developments throughout the five boroughs. Initially, the schedule is expected to include approximately four onsite days and one planning and administrative day per week, potentially shifting to three onsite days and two administrative days as operational needs evolve. The Manager remains available to support the team during onsite days. Office space is available as needed. Skills & Abilities - Strong leadership, coaching, and team management skills. - Clear communication and sound judgment when working with employees, applicants, clients, and internal teams. - Strong organization and the ability to manage multiple projects and competing priorities. - Ability to independently resolve operational issues and improve processes. - Comfort with technology, reporting tools, and automated workflows. - Prior industry experience not required. Benefits - Medical, dental, and vision coverage - Commuter benefits/monthly transportation stipend - 401(k) with company match - Flexible Spending Account options - Company-paid life and long-term disability insurance - Paid education/professional development days - Paid holidays, vacation, and sick leave Please note, this position requires a criminal background check.