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Managing Director, Centralized Operations
Core responsibilities include: Leads and improves Centralized Operations teams through the management of various centralized teams and through the implementation of continuous improvement initiatives across the teams. Works with Product Development, Technology Development, and Centralization Scaling teams to introduce, sustain, and scale best practices across centralized back-office, maintenance, and leasing functions.
The ideal candidate will have experience running a centralized support team and/or call center. In addition to managing the team, this leader will be expected to provide expertise and recommendations regarding supporting technology, process changes, hiring and onboarding strategy, and off-shore support. Finally, this role will be expected to maintain an understand on the latest trends and best practices in running a centralized support team.
JOB DESCRIPTION
Team Management: Manages and supports the leaders of Centralization teams including back-office, leasing, and maintenance teams including management of HR processes (e.g., annual reviews and compensation). Will lead over 100 team members across our three major functions and will work closely with the leader of our Greystar India office
Process Improvement: Identifies and prioritizes areas for process improvement and collaborates with the Product Development, Technology Development, and Scaling Implementation teams to implement and scale those changes across the program. Works to determine cross-team processes to enable seamless transitions between centralized teams for our clients and customers
Support technology: Identifies tools and technology needed to support the day-to-day operations of the centralized team members
Stakeholder Management: Provides updates to senior leaders in Operations, Investment, and Client Services on the performance and growth of the Centralized teams; effectively builds consensus among internal customers and supports external sales efforts
Performance Management: Identifies, tracks, and improves Key Performance Indicators (KPIs) for each centralized program with support from Analytics teams to develop the dashboards required to track performance
Growth: Support and enable the growth of the Centralized teams across the Real Estate portfolio including coordination with Talent Acquisition, Talent Development, and Learning & Development to ensure the sustainable growth of the team; determine strategy and pilot plan for off-shore resourcing
Knowledge, Skills, Abilities:
- Demonstrated ability to read, write, and communicate effectively to comprehend and complete legal, financial, and human resource documents as well as presentations for senior leadership
- Demonstrated proficiency in common productivity tools (Word, PowerPoint, Excel) and our property management systems (Entrata, RealPage, Yardi)
- Demonstrated ability to lead teams of over 50+ team members. Experience managing centralized functions (e.g., call centers, service centers) and/or off-shore teams preferred
- Demonstrated proficiency in financial and data analysis including budget management and operational KPI management
- Experience managing team members across a range of functional areas of expertise
- Bachelor’s degree and 10+ years of professional experience, including 5+ years managing centralized support services and property management
#LI-DNI
Depending on the position offered, regular full-time and part-time team members may be eligible to participate in a bonus program in addition to their base salary. Once eligible, team members may participate in the 401k plan. Regular, full-time team members are also offered a range of medical, financial, and/or other benefits from which to choose.
Greystar will consider for employment qualified applicants with arrest and conviction records.
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Company Updates
THE GREYSTAR STORY
In 1993, when Founder, Chairman, and CEO Bob Faith set out to build Greystar, he envisioned the need for a rental housing industry leader — a blue-chip company that operated with the highest integrity and character in delivering world-class services to residents, property owners, and investors.
With a winning strategy and a focus on people, Greystar continues to meet that need, guided by the Mission of enriching the lives we touch by doing things the right way.
Over the years, Greystar has learned what’s important to people when it comes to a place to call home. That’s why we continually strive to provide beautiful living environments and innovative services that enhance the living experience. We take pride in knowing that our homes are inviting places for residents to celebrate life’s important moments.
WHAT SETS US APART
At Greystar, we care about our residents, clients, and partners – and it shows. Our focus on people, genuine relationships, and shared values has created a unique and defining company culture.
Our team members are key to that culture, so we also strive to hire the best people in the business. “Our Core Values and our people are at the heart of everything we do,” says Bob. “Though times and technology may change, it’s our people who have made Greystar the global leader in rental housing.”
Diversity, Equality & Inclusion
At Greystar, we’re committed to doing the right thing. Our Core Values foster an environment of diversity, equality, inclusion, and belonging, and create the framework that guides everything we do. Our company-wide Diversity, Equality & Inclusion effort isn’t something that’s led by a person or division – it is an effort that is driven by the entire business and guided by our team members.