The Managing Director of Centralized Operations will be leading the Centralized Teams supporting our Greystar Apex and Elevated Operations platform across the Owned and 3rd Party managed portfolios. They will have leaders of the Centralized Leasing, Area Maintenance, and Community Support teams reporting to them. 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.
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
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.
National Platform with Local ExpertiseGreystar, founded in 1993, provides world-class service in the multifamily real estate business. Our innovative business model integrates the management, development and investment disciplines of the multifamily industry on both national and local levels. This unique approach and our commitment to hiring the very best multifamily professionals have resulted in record growth, making us one of the most respected and trusted multifamily real estate companies in the country.Because our business model includes both investment and service-oriented businesses, we’re able to maintain a constant presence in local markets and create value in all phases of the real estate cycle. Our national platform provides economies of scale, financial sophistication, institutional quality reporting and tremendous capital relationships, while our city offices provide local market expertise and execution.Our dedication to redefining excellence in apartment living means we’re constantly exploring innovative ideas and pioneering new ways to serve our residents and clients. The Greystar team is more than 5,300 team members strong and growing. Check out the latest opportunities.