Remote Operations Manager for Real Estate Brokerage

Operations Manager

TMG Realty | Professional Real Estate Brokerage
Reports To: Principal Broker
Employment Type: Part-Time to Full-Time (Scalable)
Location: Remote or Hybrid (Ohio)

Role Summary

The Operations Manager serves as the operational backbone and first point of contact for TMG Realty. This role is responsible for daily brokerage execution, CRM management, transaction coordination support, internal accountability, and professional communication with agents, clients, and third parties.

The Operations Manager does not sell, negotiate, or interpret contracts. Their primary function is to organize, route, document, and escalate, ensuring the brokerage runs cleanly, compliantly, and predictably as it scales.

This role requires exceptional organization, professional communication, strict system discipline, and comfort working inside structured workflows.

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Core Responsibilities

Daily Operations & Accountability
• Execute all assigned tasks within the same business day unless otherwise directed
• Maintain accurate time tracking and task documentation in the TMG Daily Operations Log
• Complete required start-of-day and end-of-day procedures, including daily summaries
• Follow mandatory Master Notes Template for all documented actions
• Notify the Principal Broker upon completion of daily operations

Reasoning: This protects visibility, reduces dependency risk, and creates audit-ready operations without micromanagement.

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CRM & Lead Management (Follow Up Boss)
• Manage all assigned CRM tasks, follow-ups, and communications
• Handle calls, texts, and emails exclusively through the company number and email systems
• Update stages, tags, notes, and tasks accurately and promptly
• Log all communications clearly and tag the Principal Broker when review or escalation is needed
• Route leads appropriately without sales pressure or opinion-based guidance

Reasoning: Centralized CRM discipline protects compliance, preserves data integrity, and enables brokerage-level reporting.

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Transaction & Compliance Support (Dotloop)
• Monitor submitted transaction files for compliance review
• Coordinate document flow once files are formally submitted
• Track deadlines, signatures, and required documentation
• Communicate with agents, title, lenders, and vendors regarding transaction logistics
• Escalate all risk items, delays, or money-related issues immediately

Explicit Boundary:
This role does not draft contracts, interpret legal language, approve changes, or review unsubmitted files.

Reasoning: This boundary protects the brokerage from unauthorized actions and maintains broker-only decision authority.

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Ops Inbox & Email Management
• Serve as primary owner of the Ops@ inbox
• Respond professionally on behalf of the brokerage
• Monitor transaction-related communications daily
• CC the Principal Broker on all relevant correspondence
• Identify and escalate time-sensitive or risk-based issues

Reasoning: A centralized ops inbox prevents fragmentation and ensures leadership visibility without inbox overload.

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Communication & Call Handling
• Act as the primary front-line contact for incoming calls and messages
• Follow the Operations Call & Messaging Framework precisely
• Clarify intent, route appropriately, document outcomes
• Never speculate, promise outcomes, or discuss commissions without authorization
• De-escalate frustrated callers and escalate complaints immediately

Reasoning: This protects brand tone, reduces liability, and ensures consistent client and agent experience.

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Authority & Decision Scope

Authorized To:
• Communicate on behalf of the brokerage operationally
• Schedule appointments and route inquiries
• Request missing documentation
• Escalate issues to the Principal Broker

Not Authorized To:
• Negotiate terms or pricing
• Interpret contracts or legal language
• Commit the brokerage financially
• Override broker decisions

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Required Skills & Qualifications

• Strong written and verbal communication
• Exceptional organization and follow-through
• High comfort with structured systems and SOPs
• Ability to manage multiple priorities without constant direction
• Professional judgment and discretion
• Prior experience in real estate operations, administration, or transaction coordination preferred

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Performance Metrics

Performance is evaluated based on:
• Accuracy and consistency of daily logging
• CRM hygiene and task completion
• Responsiveness and professionalism
• Adherence to scope boundaries and escalation rules
• Reliability and accountability

Failure to document work is treated as incomplete performance.

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Growth & Scalability

This role is designed to scale into:
• Full-time Operations Manager
• Brokerage Operations Lead
• Multi-market Operations Oversight

As volume increases, responsibilities may expand to support additional staff and markets under broker direction.