Manager, Property Payment Operations

Socket.dev; Woburn (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

American Tower seeks a Manager, Property Payment Operations within its Property Management—Real Estate Management team. You will oversee landlord payment processes, data accuracy, issue resolution, and governance to ensure standardized workflows across regions, with Salesforce modernization in mind.

You will lead a team of property management professionals, drive operational discipline, monitor KPIs, and coordinate with Global Business Services, Finance, and Real Estate Management to deliver

Qualifications

• Bachelor’s degree or higher in a business-related field is required; MBA or similar advanced degree is preferred.
• 8+ years in property management operations or related fields with 3+ years in people management.
• Strong understanding of landlord-facing property management processes including rent and payment matters, inquiries, and reconciliations.
• Experience with ERP/workflow systems and comfort with case management tools; Salesforce experience strongly preferred.
• Proven ability to document processes and drive operational improvements while adhering to controls.

Responsibilities

• Oversee daily operational processes for landlord payment activities across the assigned region.
• Manage and resolve landlord-related issues including payment discrepancies and inquiries.
• Maintain and improve documentation of regional processes to align with global standards.
• Support the transition of property-management workflows into Salesforce, including data cleanup and user adoption.
• Monitor KPIs, inquiry turnaround times, payment accuracy, and issue closure rates; identify trends and drive improvements.
• Collaborate with Global Business Services, regional Finance, and Property Management teams to ensure smooth issue resolution and communication with landlords.

Skills

Leadership

Communication

Project management

Analytical thinking

Problem solving

English fluency

Education

Bachelor’s degree in Business, Finance, Operations, or related field

MBA or other relevant advanced degree

Tools

Salesforce

ERP systems

Job description

The Team

We are seeking a Manager, Property Payment Operations to join American Tower’s Property Management
organization’s Real Estate Management team. The team focuses on enabling consistent, efficient, and
controlled execution of landlord-facing property management activities, including landlord
payment-related activities, inquiry resolution, data quality, documentation, and related operational
support, delivered by internal teams and, where applicable, vendor-supported models, while aligning
regional practices to global standards and service expectations. Day to day you will oversee operational
processes related to landlord payments, data accuracy, issue resolution, property tax risk assessment,
performance monitoring, and process documentation globally. You will partner closely with Property
Management, Finance, Global Business Services, and Real Estate Management teams to ensure
standardization and sustained operational discipline. This role is essential to creating consistency across
markets, aligning processes, and supporting the transition to standardized systems, particularly within
Salesforce.

As a Manager, you will lead a team of property management professionals responsible for delivering a
defined set of activities, which may include landlord payment-related activities, landlord inquiry support,
data management, process execution, and oversight of vendor-supported execution within the
established operating model. Day to day, you will provide leadership, oversight, and governance to
ensure accurate execution, effective issue resolution, performance monitoring, and adherence to
standardized processes within the areas supported by your team.

Responsibilities

What You Can Offer Us

• Oversee daily operational processes for landlord payment activities across
  the assigned region, ensuring accuracy, consistency, and timely execution.
• Manage and resolve landlord-related issues, including payment
  discrepancies, ownership updates, bank rejections, and inquiry escalations.
• Maintain and improve documentation of regional processes, ensuring
  alignment with global standards and compliance requirements.
• Support the transition of property-management-related workflows into
  Salesforce, including data cleanup, process mapping, and user adoption.
• Monitor regional performance metrics, including Key Performance Indicators
  (KPIs), inquiry turnaround times, payment accuracy, and issue closure
  rates; identify trends and propose improvement actions.
• Create consistency in operational execution across respective markets by
  identifying gaps, standardizing workflows, and reinforcing policies.
• Partner with Global Business Services (GBS), regional Finance, and
  Property Management teams to ensure smooth issue resolution and
  coordinated communication with landlords.
• Collaborate with global Real Estate Management leaders to implement
  updates, share feedback, and participate in continuous improvement
  initiatives.
• Assist with audit support, reconciliations, and quality reviews to ensure
  adherence to internal controls and regulatory requirements.
• Contribute to training, knowledge-sharing, and capability-building efforts to
  reinforce process adoption across teams.
• Build strong relationships with internal stakeholders and support the
  reinforcement of a landlord-centric service model.
• Responsible for leading talent selection, performance management, career
  development, and workforce planning within the approved headcount, for
  the team. You are expected to cultivate a collaborative team dynamic that
  enables the company to meet business objectives.
• Other duties as assigned.

Qualifications

What You Need to Succeed

• Bachelor’s degree required, with a concentration in Business, Finance, Operations, or a related field preferred.
• MBA or other relevant advanced degree preferred.
• A minimum of 8 years of property management operations, landlord inquiry support, rent or payment-related activity, shared services, or related experience within telecommunications, real estate investment trust (REIT), infrastructure, or similar industries required, with at least 3 years being in a people management capacity.
• Strong understanding of landlord facing property management processes relevant to the supported scope, which may include rent and payment related matters, inquiries, lease administration, reconciliations, and operational controls.
• Experience managing regional operations or multi country processes preferred.
• Working knowledge of enterprise resource planning or workflow systems and comfort with case management or issue tracking tools; Salesforce experience strongly preferred.
• Demonstrated success in process documentation, driving operational improvements, and implementing standardized practices.
• Strong analytical and problem solving skills; ability to identify trends, operational risks, and data issues.
• Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.
• Approximately 15% travel may be required in support of the position’s responsibilities.
• Fluency in English required; multilingual capabilities preferred.
• Strong organization, planning, and project management skills; ability to prioritize tasks for self and team to meet requirements and deadlines.
• Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
• Strong leadership skills; ability to drive and motivate team to achieve results.

American Tower is a global digital infrastructure company serving customers through tower sites and other real estate solutions that support connectivity and opportunity, focused on achieving our vision of Building a More Connected World. Our success is rooted in the potential of our people and the power of local teams at our offices and sites across 25 countries.

We are one of the largest global Real Estate Investment Trusts (REITs) and a publicly traded (NYSE:AMT), Fortune 500 Company headquartered in Boston, Massachusetts. The next decade will be an exciting time as we evolve our infrastructure to meet tomorrow’s needs and position our people to elevate their impact, their potential, and our shared success. Come grow your career with us!

For more information about how American Tower is building a more connected world, visit americantower.com

American Tower is proud to be an equal opportunity employer and will not discriminate against an applicant or employee based on age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, disability, military or veteran status, genetic information, pregnancy, reproductive decisions, or any other characteristic protected under applicable law.

American Tower is committed to fair and equitable compensation practices. Placement within the salary range is based on a variety of factors, including relevant experience, skills, certifications, job level, and location. For U.S.-based candidates only, please see the base salary range for this position listed below. This position is also eligible for annual bonus, and annual equity award and participation in the Employee Stock Purchase Plan (ESPP). For candidates outside of the U.S., salary and benefits are based upon local market practice.

American Tower also offers a comprehensive benefits package, which includes healthcare coverage, a 401(k) savings plan, paid time off, company holidays, sick leave, parental leave, and access to an Employee Assistance Program focused on mental and financial wellness, please click here to learn more.