Centralized Operations Supervisor

Gates Hudson; Fairfax (VA); On-site; USD 75,000 - 110,000; Full time

Job summary

Gates Hudson is seeking a Centralized Operations Supervisor to lead our centralized team. The role oversees centralized renewals, collections, support functions, and leasing across residential portfolios, driving operational consistency and service excellence.

Responsibilities include supervising team members, coordinating POD rollouts, and producing renewal and collection reporting. The position emphasizes leadership, performance management, and adherence to applicable laws and company

Qualifications

• Experience in property management or centralized operations preferred.
• Strong verbal and written communication skills required.
• Bilingual in English and Spanish preferred.

Responsibilities

• Supervise centralized renewals, collections, support functions, and leasing activities across the portfolio.
• Provide day-to-day leadership, coaching, and accountability to team members.
• Coordinate POD rollouts, workflows, and issue resolution for successful adoption.
• Prepare and analyze renewal, collection, and leasing reports for leadership and clients.

Skills

Strong communication

Bilingual English & Spanish

Leadership experience

Detail-oriented

Education

High school diploma

Associate degree or higher preferred

Tools

Yardi CRM

Microsoft Excel

Microsoft Word

Job description

Overview

Gates Hudson, a full-service property management company, seeks a Centralized Operations Supervisor to lead our Centralized Team. This role is responsible for overseeing; centralized renewals, centralized collections, centralized support functions, and centralized leasing across the residential property management portfolio teams, while driving operational consistency, team performance, and service excellence.

Gates Hudson, a full-service property management company, seeks a Centralized Operations Supervisor to lead our Centralized Team. This role is responsible for overseeing; centralized renewals, centralized collections, centralized support functions, and centralized leasing across the residential property management portfolio teams, while driving operational consistency, team performance, and service excellence.

The Centralized Operations Supervisor supervises team members, manages workflow execution, leads POD rollouts, oversees reporting and performance analysis, coordinates ROVR team member assignments as needed, and may support the GH Signature Ready Program, including turnkey turnover coordination and execution.

Responsibilities

The successful candidate will:

• Supervise team members responsible for centralized renewals, centralized collections, centralized support functions, and centralized leasing activities across the portfolio.


• Provide day-to-day leadership, coaching, direction, and accountability to team members to support high performance and consistent execution.


• Conduct performance coaching, performance documentation, and ongoing evaluation of assigned team members in accordance with company standards and leadership expectations.


• Assign, prioritize, and monitor workloads to ensure timely, accurate completion of tasks and alignment with operational goals and service expectations.


• Participate in POD rollouts from planning through implementation, including coordination of workflows, communication, issue resolution, and follow-through to support successful adoption.


• Coordinate team member assignments and centralized operational support across PODs and other business initiatives based on portfolio needs and organizational priorities.


• Coordinate roving team member assignments as needed to support service delivery and operational demands.


• Support or participate in the GH Signature Ready Program as needed, including communication, coordination, tracking, and execution support related to turnkey turnover activities as needed.


• Utilize Renew AI-powered software to automate, manage, and optimize lease renewal communications and workflows as needed.


• Monitor and track upcoming lease expirations to ensure timely and efficient renewal offers as needed.


• Recommend process improvements to enhance the efficiency and effectiveness of renewal procedures.


• Produce and review renewal reporting based on property and client needs.


• Assist property teams with notices to vacate, ensuring accurate documentation and compliance with lease agreements as needed.


• Utilize Elise Collect AI-powered software to automate, manage, and optimize collections communications and workflows as needed.


• Monitor and track outstanding balances while ensuring compliance with the Fair Debt Collection Practices Act, Consumer Protection laws, and applicable Landlord and Tenant laws.


• Conduct direct collection calls and manage AI-assisted communication in a professional and effective manner as needed.


• Recommend process improvements to enhance the efficiency and effectiveness of collection procedures.


• Maintain accurate and up-to-date records of collection activity within the centralized team.


• Oversee centralized leasing and support-related workflows to promote responsiveness, consistency, and strong service delivery across assigned communities and programs.


• Prepare, maintain, analyze, and explain reporting related to renewals, collections, leasing activity, rollout progress, team performance, and other centralized operational initiatives as needed.


• Communicate reporting insights, trends, risks, and recommendations to leadership, clients, and property teams as appropriate.


• Serve as the first level of escalation for sensitive or complex matters, exercising professionalism, discretion, and sound judgment.


• Ensure compliance with Fair Housing requirements, FDCPA standards, Consumer Protection laws, company policies, and applicable lease agreement requirements.


• Provide hands-on operational support as needed to ensure continuity of service and completion of critical tasks.

Qualifications

• Minimum of 2 to 3 years of experience in property management, centralized operations, lease renewals, leasing administration, collections, accounts receivable, or a related field preferred.


• Minimum of 1 to 2 years of supervisory, team lead, or people management experience preferred.


• Demonstrated experience managing workflows, assigning responsibilities, and holding team members accountable to performance expectations preferred.


• Experience conducting team member coaching, performance management, and ongoing performance evaluation preferred.


• Experience leading operational rollouts, process implementation, or cross-functional initiatives across multiple properties or teams preferred.


• Familiarity with Elise Collect or similar AI-driven collections software is a plus.


• Familiarity with Renew or similar AI-driven lease renewal software is a plus.


• Strong knowledge of the Fair Debt Collection Practices Act, Consumer Protection laws, and applicable Landlord and Tenant laws.


• Strong knowledge of Fair Housing requirements and lease agreements.


• Knowledge of local and state rental assistance programs, agencies, and charitable resources available to delinquent residents preferred.


• Experience producing, reviewing, analyzing, and explaining operational reporting required.


• Experience producing and reviewing renewal trackers required.


• Excellent negotiation, problem-solving, and decision-making skills, including the ability to support payment plan discussions and resolve escalated issues.


• Strong verbal and written communication skills required.


• Minimum of 2 years of experience in a direct customer service role preferred.


• High school diploma required; associate degree or higher preferred.


• Tech-savvy with experience in Yardi CRM and other property management software preferred.


• Working knowledge of Microsoft Office, including Excel and Word, required.


• Ability to work effectively in a fast-paced, centralized team environment required.


• Strong attention to detail and organizational skills required.


• Bilingual in English and Spanish preferred.