Director, Central Operations

Jobtailor; Arizona; On-site; USD 140,000 - 190,000; Full time

Job summary

Jobtailor is seeking a seasoned operations leader to own performance, collections, and HCV lifecycle management across onshore and offshore teams. You will translate executive priorities into clear objectives, build KPI frameworks, and drive process improvements in a regulated housing context.

The role requires strong analytical skills, experience leading large teams, and the ability to influence senior stakeholders and cross-functional partners.

Qualifications

• Ownership of KPI frameworks, reporting, and controls from design to execution.
• Strong analytical capability using data to diagnose performance and drive improvements.
• Experience building KPI frameworks, reporting structures, and operational controls from scratch.
• Proven ability to lead change across teams and influence non-reporting partners.
• Excellent written and verbal communication, including presenting to senior executives.
• Experience with housing programs such as Housing Choice Voucher is a plus.

Responsibilities

• Set operating strategy and roadmaps for performance, default, and HCV programs.
• Translate executive priorities into team objectives, measurable targets, and initiatives.
• Identify and redesign shared workflows and hand-offs across programs.
• Lead root-cause analysis and partner with BI on validated reporting.
• Deliver weekly and monthly performance reporting on results, risks, and actions.
• Oversee HCV operations, including housing authority relationships and subsidy collection.
• Develop succession depth and coach managers across onshore and offshore teams.

Skills

KPI Framework Development

Performance Reporting

Team Leadership

Data Analysis

Change Management

Education

Bachelor's degree in Business, Finance, Operations, Analytics, or related field

Tools

Business Intelligence Tools

CRM Platforms

Dashboard Design

Job description

• Set the operating strategy and roadmap for Resident Performance, Default, and HCV
• Translate executive priorities into team objectives, measurable targets, and sequenced initiatives
• Identify and redesign shared workflows, hand-offs, and duplicated effort across programs
• Advise senior leadership on trade-offs, capacity constraints, and investment decisions
• Own KPI frameworks covering collections, aged inventory, quality assurance, productivity, and compliance
• Lead root-cause analysis and partner with Business Intelligence on validated reporting
• 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
• Oversee resident case intake, categorization, and resolution
• Manage the full default lifecycle from early delinquency through legal resolution
• Ensure default activity meets legal, regulatory, and jurisdictional requirements
• Maintain quality assurance across case documentation, account updates, and attorney communication
• Lead HCV operations, including housing authority relationships, subsidy payment collection, inspection readiness, and account reconciliation
• Reduce HCV abatement exposure and resolve subsidy discrepancies and outstanding payments
• Ensure HCV compliance and audit-ready documentation
• 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 procedures, 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

Requirements

• Bachelor's degree in Business, Finance, Operations, Analytics, or a related field, or equivalent professional experience
• Eight or more years of progressive operations experience
• At least four years leading teams through other leaders
• Demonstrated ownership of collections, receivables, default, or comparable financial operations at scale
• Strong analytical capability and experience 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 and influence 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 is 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

Core Competencies

Demonstrates expertise in operations management, including KPI framework development, performance reporting, and compliance with legal and regulatory standards. Proven ability to lead teams, drive process improvements, and influence cross-functional partners to achieve measurable outcomes.

Highest-signal resume keywords

• KPI Framework Development
• Performance Reporting
• Collections Management
• Process Improvement Certification
• Team Leadership

Hard Skills

• Operations Management
• Data Analysis
• Financial Operations
• Change Management
• Workflow Redesign

Soft Skills

• Excellent Communication
• Influencing Skills
• Coaching and Development

Certifications & Qualifications

• Lean Certification
• Six Sigma Certification

Industry Keywords

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

Tools & Technologies

• Business Intelligence Tools
• CRM Platforms
• Dashboard Design