Director, Operations

• Set the operating strategy and roadmap for Resident Performance, Default, and HCV
• Translate executive priorities into team objectives, measurable targets, and sequenced initiatives
• Identify shared workflows, hand-offs, and duplicated effort, and lead redesign work
• Advise senior leadership on trade-offs, capacity constraints, and investment decisions
• Own the KPI framework, including collection performance, aged inventory, quality assurance, productivity, and compliance measures
• Lead root-cause analysis and partner with Business Intelligence on reporting and data validation
• Define treatment strategies for account populations and hold teams accountable to measurable outcomes
• Deliver weekly and monthly performance reporting on results, risks, and actions
• Drive collection rate, delinquency prevention, and payment performance
• Direct outreach, payment plan, and early intervention programs
• Oversee case intake, categorization, and resolution for billing, payment assistance, and account status inquiries
• Manage the full default lifecycle from early delinquency through legal resolution
• Ensure default activity meets legal, regulatory, and jurisdictional requirements
• Maintain quality assurance standards for case documentation, account updates, and attorney communication
• Standardize specialized case workflows and build controls for sensitive accounts
• Lead HCV operations, including housing authority relationships, subsidy payment collection, inspection readiness, and account reconciliation
• Reduce abatement exposure and resolve subsidy discrepancies and outstanding housing authority payments
• Ensure HCV compliance and audit-ready documentation and reporting
• Lead, coach, and develop managers, supervisors, and specialists across onshore and offshore teams
• Own workforce planning, hiring, onboarding, and capacity allocation
• Develop succession depth and build a performance culture
• Lead continuous improvement, automation, and elimination of manual workarounds
• Own documentation standards for SOPs, service levels, and escalation paths
• Partner with Property Management, Legal, Finance, Business Intelligence, and Technology
• Represent Central Operations in enterprise initiatives, system implementations, and process changes

• Bachelor's degree in Business, Finance, Operations, Analytics, or a related field, or equivalent professional experience
• Eight or more years of progressive operations experience, including at least four years leading teams through other leaders
• Demonstrated ownership of collections, receivables, default, or comparable financial operations at scale
• Strong analytical capability, with a track record of using data to diagnose performance and drive measurable improvement
• Experience building KPI frameworks, reporting structures, and operational controls from the ground up
• Proven ability to lead change across teams and functions, with the influence to move partners who do not report to you
• Excellent written and verbal communication, including experience presenting to senior executives
• Experience in single-family rental, multifamily, property management, mortgage servicing, or consumer financial services a plus
• Working knowledge of Housing Choice Voucher or other subsidized housing programs and housing authority operations
• Familiarity with eviction and landlord-tenant legal processes across multiple states
• Hands‑on experience with business intelligence tools and CRM platforms, including dashboard design and data validation
• Experience leading offshore or distributed teams
• Process improvement certification such as Lean or Six Sigma

Demonstrates expertise in operations management, including the development and execution of KPI frameworks, performance reporting, and compliance with legal and regulatory standards. Proven ability to lead teams, drive process improvements, and manage financial operations in the housing and collections sectors.

• KPI Framework Development
• Collections Management
• Data Analysis
• Team Leadership
• Process Improvement

• Operations Management
• Financial Operations
• Performance Reporting
• Root-Cause Analysis
• Compliance Management

• Excellent Communication
• Change Leadership
• Coaching and Development

• Lean Certification
• Six Sigma Certification

• Housing Choice Voucher
• Property Management
• Mortgage Servicing
• Consumer Financial Services
• Eviction Processes

• Business Intelligence Tools
• CRM Platforms
• Dashboard Design