Director, Central Operations

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

Job summary

Jobtailor seeks an experienced operations leader to define and execute the centralized KPI framework for collections, housing voucher programs, and performance management. You will lead cross-functional teams, drive continuous improvement, and ensure regulatory compliance across multiple domains.

The role emphasizes strategic planning, data validation with BI, and scalable processes for onshore and offshore teams. Strong communication with senior executives is essential.

Qualifications

• Bachelor's degree in Business, Finance, Operations, Analytics, or related field, or equivalent professional experience.
• 8+ years of progressive operations experience, including leading teams through other leaders.
• Ownership of collections, receivables, default, or comparable financial operations at scale.
• Strong analytical capability with data-driven performance improvements.
• Experience building KPI frameworks, reporting structures, and operational controls.

Responsibilities

• Set operating strategy and roadmap for Resident Performance, Default, and HCV.
• Translate priorities into team objectives, measurable targets, and sequenced initiatives.
• Own KPI framework, including collection performance, aged inventory, quality assurance, productivity, and compliance.
• Lead root-cause analysis and partner with BI on reporting and data validation.
• Deliver weekly and monthly performance reporting on results, risks, and actions.
• Lead offshore or distributed teams and drive continuous improvement initiatives.

Skills

KPI Development

Data Analysis

Team Leadership

Process Improvement

Operations Management

Root-Cause Analysis

Compliance Management

Budgeting

Change Leadership

Communication

Education

Bachelor's degree in Business/Finance/Operations

Tools

BI 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 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

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, 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

Core Competencies

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.

Highest-signal resume keywords

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

Hard Skills

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

Soft Skills

• Excellent Communication
• Change Leadership
• 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