Senior Centralized Support Lead - Multifamily Operations

Billingsley-Company; Plano (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Billingsley-Company in Texas is seeking a Senior Centralized Support Specialist to serve as a subject-matter expert for the Centralized Services Team, ensuring consistent execution across the multifamily portfolio. You will lead, train, coach, and oversee quality, reinforce SOPs, and partner with onsite leaders to drive efficient, standardized workflows.

This role demands strong analytical skills, attention to detail, and a customer-focused approach.

Qualifications

• High School Diploma or equivalent required; college degree preferred.
• Minimum 3 years of multifamily property management, centralized operations, resident services, or related experience preferred.
• Advanced understanding of property management workflows, resident account processes, and centralized support operations.
• Demonstrated ability to train, coach, influence, and support peers; prior lead or senior-level experience preferred.
• Strong analytical, problem-solving, organizational, and communication skills with exceptional attention to detail.
• Proficiency with Microsoft Office required; experience with OneSite, CRM platforms, AI tools, or other property management technology preferred.

Responsibilities

• Maintain expert-level knowledge of centralized workflows, company policies, SOPs, Fair Housing requirements, and Billingsley Standards of Excellence.
• Perform and support centralized property operations, including applications, lease documentation, renewals, move-ins, notices to vacate, move-outs and Final Account Statements, resident account support, delinquency follow-up, collections, audits, and resident communications.
• Serve as an escalation resource for complex or exception-based transactions and assist the team in resolving process, system, and resident-account questions accurately and timely.
• Regularly review workflows and team practices to identify inconsistencies, bottlenecks, rework, automation opportunities, and areas for standardization or efficiency.
• Partner with AI technologies to create efficient, streamlined processes.
• Act as a go-to resource and positive day-to-day leader for Centralized Support Specialists, modeling strong judgment, accountability, urgency, and customer experience.
• Support onboarding, cross-training, refresher training, and ongoing skill development; help maintain training materials, job aids, and process documentation.
• Conduct quality reviews and spot checks as assigned, provide coaching and feedback, and escalate recurring performance or process concerns to the Manager of Property Centralization.
• Provide coverage and workload support across communities during absences, volume spikes, transitions, or new process rollouts.

Skills

Analytical skills

Problem-solving

Communication skills

Organizational skills

Leadership abilities

Training & coaching

Attention to detail

Multitasking

Microsoft Office

CRM platforms

Education

High School Diploma or equivalent

College degree preferred

Tools

Microsoft Office

OneSite

CRM platforms

AI tools

Job description

Billingsley-Company in Texas is seeking a Senior Centralized Support Specialist to serve as a subject-matter expert for the Centralized Services Team, ensuring consistent execution across the multifamily portfolio. You will lead, train, coach, and oversee quality, reinforce SOPs, and partner with onsite leaders to drive efficient, standardized workflows.

This role demands strong analytical skills, attention to detail, and a customer-focused approach.