Kinder Reese Blog

Learn proven, repeatable strategies to double your business.

Written by Jay Kinder
on May 28, 2019





If you’ve built your team properly, your real estate team is currently comprised of the following members:


  • Closing coordinator
  • Listing coordinator
  • Customer service coordinator (Director of First Impressions)
  • Inside Sales Agent ( ISA )
  • Buyers Agents ( OSA )
  • Listing partner (or very close to hiring a listing partner)
  • Courier


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As well, if your team is set up this way, you’re like doing a 150-plus transactions per year, with you focusing on getting out of listing homes and on the verge of getting out of running your business on a day-to-day basis.






For most agents, that’s part of why they got into real estate: some day in their career, they wanted to be the true CEO of their business where they benefited from the efforts of others without having to work to make things run.


If this is where you are in your business, then you need to make one more key hire to make that dream a reality: it’s time to hire an operations manager.


An operations manager is a highly-skilled, trusted individual who can step in and run your company from top to bottom so that it remains profitable without you having to do any “heavy lifting” on a daily basis.


You need to hire someone who is capable and willing to do what it takes to help steer the ship as you turn the reins over to them.


It’s not a hire that you take lightly, either, as they’ll have a tremendous amount of control over what happens every day and a significant amount of influence over the people within your organization.






To help you identify what to look for in an operations manager, we’ve included information from a solid job description from Please note that it’s extremely detailed and highlights specifically what you should look for in the key individual to help you run and grow your company over the long term.


While all hires for your team are super important, this one is especially important as hiring the right person will help change your business and life forever.


For that matter, hiring the wrong person can also change your business and life forever...just not in a good way.


Here’s what recommends you look for in an operations manager:


Operations Manager Job Description

Manage overall operations and is responsible for the effective and successful management of labor, productivity, quality control and safety measures as established and set for the Operations Department. Ensure safe and efficient operations. Serve as a company representative on regulatory issues. Enhance the operational procedures, systems and principles in the areas of information flow and management, business processes, enhanced management reporting and looks for opportunities to expand systems. Carry out supervisory responsibilities in accordance with company’s policies and applicable laws.

Responsibilities may include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employees performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards. Organizing the budget of the company in collaboration with the director.

Requires a bachelor's degree in area of specialty and [4 to 6] years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices and procedures. Rely on extensive experience and judgment to plan and accomplish goals. Perform a variety of tasks. Lead and direct the work of others. A wide degree of creativity and latitude is expected. Typically reports to top management. Directly manages and directs Operational staff.


  • Recruit, select, train, assign, schedule, coach, counsel and discipline employees
  • Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
  • Plan and review compensation actions; enforcing policies and procedures
  • Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends
  • Forecast requirements; prepare an annual budget; schedule expenditures; analyze variances; initiating corrective actions
  • Develop operations systems by determining product handling and storage requirements; develop, implement, enforce and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management and shipping
  • Analyze process workflow, employee and space requirements and equipment layout; implement changes
  • Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
  • Accomplish operations and organization mission by completing related results as needed
  • Meet or exceed operations labor budget expectations
  • Manage staff levels, wages, hours, contract labor to revenues
  • Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees
  • Run a safe, injury/accident free workplace
  • Responsible for all aspects of vehicle and heavy equipment rentals
  • Establish contracts and pricing and ensuring proper maintenance and serving as primary liaison with utilities and local government agencies, such as fire, police, health and safety agencies
  • Manage relationships with key operations vendors
  • Track vendor pricing, rebates and service levels
  • Review and approve all operational invoices and ensure they are submitted for payment
  • Serve as primary point of contact when there are customer issues related to equipment quality, customer service, or accidents and mishaps on-site. In particular, this includes any issues on-site at client facilities, such as breaking a fence or tape residue on flooring
  • Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
  • Work closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation.
  • Communicate all operating policies and/or issues at department meetings
  • Work closely with the inventory manager and team to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right equipment, maintaining solid inventory data and reduce sub-rental expenses
  • Communicate with legal counsel and safety department to ensure all processes remain compliant with OSHA and other governmental regulations

Operations Manager top skills & proficiencies:

  • Leadership
  • Conflict Management
  • Business Negotiation
  • Organization
  • Decision-Making
  • People Management
  • Data Entry Skills
  • Data Processing Skills
  • Dependable
  • Reporting Skills
  • Deadline-Oriented
  • Budget Development
  • Critical Thinking and Problem Solving Skills
  • Planning and Organizing
  • Communication Skills
  • Persuasiveness
  • Influencing and Leading
  • Delegation
  • Team Work
  • Negotiation
  • Adaptability
  • Stress Tolerance

At first glance, it may seem like a lot to look for in a candidate for your team. However, if you take into consideration the impact this person can and will have on your business over the short and long term, it makes complete sense that there would be so much detail.

If you’re not sure if you’re ready to hire an operations manager or not, please click any of the links in this blog post to set up a confidential clarity call with one of our business strategists.


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