Director of Operations Support

Progress Residential is one of the largest providers of single-family rental homes in the United States, with more than 12,000 homes in 26 markets across the country. Our corporate office is located in Scottsdale, Arizona, and we have regional offices in Tampa, Las Vegas, Dallas, Houston, and Atlanta.

The Director, Operations Support, is a member of the Central Operations team in Scottsdale, AZ and provides the leadership and management for the HOA, evictions, utility management, call center operations and lease administration management teams. Property Operations Support manages and monitors the performance of our local and national 3rd party vendors and partnering with the functional leaders of the business to ensure the overall strategy, execution and performance standards for the Operations Support group are achieved. This leader will be accountable for the overall performance of the teams responsible for enhancing work-flow, time-line management, defining standards, and quick and accurate results. **Essential Functions:** - Provides leadership to the Managers for HOA management, Utility management, Evictions management, Call Center management and Lease Administration management. - Develops, documents and trains on processes and procedures for each of the Operations Support functions. - Develops and reports on key call center metrics. Reports monthly to leadership on these metrics. - Responsible for regular review, reporting and recommendation of adjustments and revisions based on shortfalls or operational challenges. - Responsible for regular review and analysis of performance metrics to ensure processes are integrated, streamlined, and being performance in accordance with applicable law and the company’s policies and procedures. - Identify gaps in department and company performance, develop and provide training and tracking to address these gaps. - Provide integrated Yardi and task training to field operations. - Key member of management responsible for providing business analysis and recommendations for change. - Sets a standard for timely customer service to the field teams and residents and holds team accountable for delivering. - Identify and implement continuous improvement measures based on the review and analysis of performance reporting measures. - Continuously works with senior management, including the IT department, to identify ways to streamline processes by leveraging technology. **Human Resource Management** - Recruits, hires and trains team members. - Meets with managers on a regular basis to review and audit processes. Makes recommendations for changes and works with managers on plans. - Direction and leadership of team by creating clear goals and holding the teams accountable. - Analyzes and the coordinates activities within the teams to maximize efficiency. - Develops team and is focused on succession plan within group. - Performance management of personnel including, reviews, corrective action, mentoring, development plans and performance reviews with goal feedback.

- Bachelor’s degree required - 3 or more years’ experience providing customer service - 5 or more years of experience with evictions, HOA and/or lease administration in a property management, single family or multi-family rental industry - 5 or more years’ experience in real estate operations - Mortgage servicing experience preferred - Proven experience managing and motivating teams. - Working knowledge of MS Word and Power-Point and ability to perform advanced formulas in Excel - Experience in Yardi and Salesforce is a plus - Strong organizational skills with exceptional attention to detail - Ability to thrive in a dynamic, fast-changing, growth environment - Ability to identify and implement continuous improvement plans based on objective analysis of performance measures - Fosters teamwork and mutual respect throughout the company - Interacts productively in person and through technology with co-workers, team members, management and other company personnel on a daily basis to accomplish duties and responsibilities - Excellent oral and written communication skills