Director of Central Operations

About the role

Lead three interconnected programs—Resident Performance, Default, and Housing Choice Voucher—to shape the resident financial experience for a large single‑family rental portfolio. The role balances strategic direction, data‑driven decision making, and people leadership to drive collections, reduce loss, and improve resident outcomes.

Key responsibilities

• Set operating strategy and roadmap for the three programs, aligning them with enterprise goals for collections, resident retention, and cost to serve.
• Own KPI framework, lead root‑cause analysis, and translate dashboards into actionable treatment strategies.
• Manage the full default lifecycle, ensure legal compliance, and maintain quality assurance standards.
• Lead end‑to‑end Housing Choice Voucher operations, including authority relationships, subsidy collection, and audit‑ready reporting.
• Develop and coach a multi‑layered team of managers, supervisors, and specialists across onshore and offshore locations.

Required profile

• Bachelor’s degree in Business, Finance, Operations, Analytics or equivalent experience.
• 8+ years progressive operations experience, with at least 4 years leading teams.
• Proven ownership of collections, receivables, or default operations at scale.
• Strong analytical capability and experience building KPI frameworks and reporting structures.
• Excellent written and verbal communication, including presenting to senior executives.

Required skills

• Business intelligence tools (dashboard design, data validation)
• CRM platforms
• Lean or Six Sigma process‑improvement certification