Director, Central Operations

amherstgroup; Phoenix (AZ); On-site; USD 180,000 - 240,000; Full time

Job summary

Main Street Renewal is seeking a Director of Central Operations to lead three connected programs that shape the resident financial experience: Resident Performance, Default, and the Housing Choice Voucher (HCV) program.

This leader owns the operating performance of all three teams and is accountable for collections outcomes, quality, cycle times, and the consistency of how residents are supported through payment challenges.

Responsibilities

• Set the operating strategy and roadmap for Resident Performance, Default, and HCV, aligning each program to collections and resident outcomes.
• Translate executive priorities into clear team objectives, measurable targets, and delivery dates with named owners.
• Identify structural opportunities across programs and lead redesigns to improve workflows and avoid duplicated effort.
• Lead KPI framework including collections performance, aging inventory, quality assurance, and compliance measures; partner with BI for trusted reporting.

Job description

Open the door to your dream job and join #TeamMainStreet. With more than 40,000 homes in 30 markets, Main Street Renewal is one of the largest providers of single-family rental homes across the country. We understand that our employees are the invaluable drivers of our success. That's why we hire the most talented, passionate individuals who enjoy contributing to a growing, winning team. Here, you'll be a part of a fast-growing company dedicated to providing a best in class leasing and customer service experience to our residents.

Main Street Renewal is seeking a Director of Central Operations to lead three connected programs that shape the resident financial experience: Resident Performance, Default, and the Housing Choice Voucher (HCV) program. This leader owns the operating performance of all three teams and is accountable for collections outcomes, quality, cycle times, and the consistency of how residents are supported through payment challenges.

This is a role for a strategic operator who is equally comfortable setting quarterly direction and reading a performance dashboard line by line. The Director will translate complex operational data into clear priorities and develop a leadership bench capable of running the work without day‑to‑day direction. Success is measured in dollars recovered, loss mitigation, residents returned to good standing, and processes that hold up as the business grows.

Preferred Location: Phoenix, Arizona

While Phoenix is the preferred location for this position, candidates based in Atlanta, Georgia, or Charlotte, North Carolina, will also be considered.

KEY RESPONSIBILITIES

• Strategic Leadership
  • Set the operating strategy and roadmap for Resident Performance, Default, and HCV, aligning each program to enterprise goals for collections, resident retention, and cost to serve.
  • Translate executive priorities into clear team objectives, measurable targets, and sequenced initiatives with named owners and delivery dates.
  • Identify structural opportunities across the three programs - shared workflows, hand-offs, and duplicated effort - and lead the redesign work to capture them.
  • Advise senior leadership on trade‑offs, capacity constraints, and investment decisions, bringing a clear recommendation rather than a menu of options.
• Analytics and Performance Management
  • Own the KPI framework for all three programs, including collection performance, aged inventory, quality assurance, productivity, and program‑specific compliance measures.
  • Lead root‑cause analysis on performance gaps, segmenting results by market, stage, and account population to distinguish controllable drivers from external constraints.
  • Partner with Business Intelligence to build and validate reporting, ensuring every executive‑facing metric has a defined source of truth, a documented methodology, and a clear owner.
  • Convert dashboards into action by defining treatment strategies for each account population and holding teams accountable to measurable outcomes.
  • Deliver concise weekly and monthly performance reporting that highlights results, risks, and the specific actions being taken.
• Resident Performance and Collections
  • Drive collection rate, delinquency prevention, and payment performance across the resident population, with targeted focus on the markets and account segments carrying the largest opportunity.
  • Direct outreach, payment plan, and early intervention programs designed to return residents to current standing before accounts escalated.
  • Oversee case intake, categorization, and resolution, ensuring resident inquiries about billing, payment assistance, and account status are handled accurately and within service standards.
  • Balance recovery objectives with a resident experience that is clear, empathetic, and consistent with how we serve the people who call our houses home.
• Default Operations
  • Manage the full default lifecycle from early delinquency through legal resolution, maintaining control of aged inventory and cycle times at every stage.
  • Ensure all default activity meets legal, regulatory, and jurisdictional requirements, working closely with Legal and outside counsel on process standards and documentation.
  • Maintain quality assurance standards across case documentation, account updates, and attorney communication, with coaching and corrective action where results fall short.
  • Standardize workflows for specialized case types and build the controls that keep sensitive accounts from being missed or delayed.
• Housing Choice Voucher Program
  • Lead HCV operations end to end, including housing authority relationships, subsidy payment collection, inspections readiness, and account reconciliation.
  • Reduce abatement exposure by strengthening inspection preparation and coordinating escalation with field and property management partners.
  • Drive resolution of subsidy discrepancies and outstanding housing authority payments through structured, account‑level review.
  • Ensure program compliance with federal and local housing authority