Manager, Product Operations

Link Logistics Real Estate (“Link”) is a leading operator of warehouses and business parks, specializing in last-mile logistics real estate. Established by Blackstone in 2019, the company connects consumption, technology, and the supply chain across its portfolio, which spans half a billion square feet. We leverage our scale, proprietary data and insights, and foundational focus on sustainability to drive success for our customers’ businesses and deliver value for our stakeholders. We put our people, customers, and communities first and find ways to make a conscious, positive impact where we live and work. Every day, we work to reinvent and lead our industry forward by thinking bigger and challenging the status quo.

The Manager, Product Operations – Technology role plays a critical role in ensuring the smooth operation and support of key financial systems within the organization. Reporting to the Director of Product Operations, this role is responsible for leading the Yardi Support team in managing daily incidents, service requests, and contributing to strategic projects such as system maintenance and integrations. The Manager will provide hands-on leadership in project execution, facilitate cross-functional collaboration, and ensure that end users receive timely and effective support. This position requires a blend of operational oversight, technical acumen, and leadership to drive excellence in system performance and user satisfaction.

RESPONSIBILITIES:

Operational Oversight

Lead the Yardi Support team in managing daily operations to ensure incidents and service requests are resolved promptly and effectively. This includes monitoring support queues, maintaining service level agreements (SLAs), and implementing processes that support efficient triage, escalation, and resolution of technical issues. Ensure all support activities comply with internal standards and external regulatory requirements, reinforcing consistency and accountability across the team.

Project Participation and Leadership

Actively participate in cross-functional projects involving Yardi system maintenance, upgrades, and integrations. This role includes serving as a key stakeholder during planning and execution phases, representing the support team’s needs and ensuring operational readiness. The Manager will provide leadership throughout project lifecycles, coordinating resources, mitigating risks, and supporting post-deployment activities to ensure successful outcomes.

Team Development and Collaboration

Responsible for building and mentoring a high-performing support team. This includes providing coaching, facilitating training, and delivering regular performance feedback. The Manager will foster a collaborative environment that encourages knowledge sharing and continuous learning. Regular team meetings, incident reviews, and retrospectives will be used to drive engagement and identify opportunities for improvement. The Manager will also promote strong communication between support, product, and engineering teams to ensure alignment and transparency.

Tooling and Process Optimization

Managing and optimizing the support tooling ecosystem is a key responsibility of this role. The Manager will oversee the use of ticketing systems, knowledge bases, and dashboards to ensure they support efficient operations. They will identify and implement process enhancements aimed at reducing resolution times and improving the overall user experience. Additionally, the Manager will maintain comprehensive documentation of support procedures, system configurations, and troubleshooting guides to ensure consistency and scalability across the team.

QUALIFICATIONS:

Education:
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field. A master’s degree or relevant certifications (e.g., PMP, ITIL) is a plus.

Experience:

• Minimum of 8 years in technical support, IT operations, or systems administration, with at least 3 years in a leadership or managerial capacity.

• Proven experience managing support teams responsible for incident resolution and service request fulfillment.

• Demonstrated success in leading cross-functional projects involving system maintenance, upgrades, and integrations.

• Experience working with Yardi systems in a property management or real estate operations context.

• Strong background in process improvement and operational efficiency initiatives.

• History of collaborating with product, engineering, and business teams to align support activities with strategic goals.

Technical Skills:

• Proficiency in Yardi Voyager and related modules (e.g., PAYscan, Utility Expense Management, Investment Accounting).

• Familiarity with ITSM tools such as ServiceNow, Zendesk, or Jira Service Management.

• Experience with integration platforms and middleware used in connecting Yardi with other enterprise systems.

• Strong understanding of incident management, change management, and root cause analysis methodologies.

• Ability to analyze support metrics and generate actionable insights using reporting tools and dashboards.

• Skilled in documentation and knowledge base development to support scalable support operations.

Leadership Skills:

• Proven ability to lead and develop high-performing technical support teams, fostering a culture of accountability, collaboration, and continuous improvement.

• Skilled in cross-functional leadership, with a track record of aligning support operations with broader organizational goals and driving successful outcomes through influence and strategic guidance.

Problem-Solving Abilities:
A solutions-oriented mindset with the ability to anticipate challenges and proactively develop strategies to address issues that could impact product timelines, quality, or scalability.

EEO Statement

The Company is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant, employee, or other covered person based on any legally recognized basis, including, but not limited to: veteran status, uniformed servicemember status, race, color, caste, immigration status, religion, religious creed (including religious dress and grooming practices), sex, gender, gender expression, gender identity, marital status, sexual orientation, pregnancy (including childbirth, lactation or related medical conditions), age, national origin or ancestry, citizenship, physical or mental disability, genetic information (including testing and characteristics), protected leave status, domestic violence victim status, or any other consideration protected by federal, state or local law. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email [email protected].