Director Customer Onboarding

Looking for an opportunity with a dynamic, fun, and goal-oriented company? Were growing quickly and were looking for some not-so-typical talent to join our team.

Progress Residential is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 40,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.

Progress is committed to making the home rental process easy and enjoyable for the 100,000+ residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.

Position Summary

The Director of Customer Onboarding is a member of the National Operations Team and leads the strategic management and daily tactical execution of future resident applications. The role is responsible for the performance of our application coordinator teams customer service measures, work flow timeline standards, and accuracy rates. This role will work with other senior leaders in the organization to ensure organizational, strategic and functional alignment. In addition, the Director will identify and implement continuous improvement measures based on the review and analysis of performance reporting measures.

Essential Functions

• Directs and supervises a team of Application Coordinators responsible for administering applications for new residents across markets in a timely and accurate manner, processing credit and criminal checks, communicating the application process status to market teams and potential residents, creating leases and sending out for resident signature, and reviewing lease terms and ensuring Yardi compliance/consistency.

• Ensures department provides timely and accurate customer service to market teams.

• Responsible for regular review, and creation as needed, of policies and procedures relating to centralized property management operations.

• Responsible for regular review and analysis of all centralized property management functions to ensure processes are integrated and streamlined as to minimize variance from company policies and procedures

• Develop, evaluate and insure the accuracy of standardized metrics to evaluate performance as it relates to, but not limited to: application approvals and move ins, leases signed by team members, and all other necessary and application industry standard benchmarks.

• Ability to lead Team meetings that motivate and deliver results

• Provides leadership team feedback on areas of concern, recommended process improvements and policy changes.

Human Resource Management

• Supervision of staff, set goals and holds people accountable for results

• Coordinates activities to maximize the efficiency of all processes

• Develops team and is focused on succession plan within group

• Ensures that employees all have goals and receive regular feedback on their performance

• Performance management of personnel including, reviews, corrective action, mentoring, development plans and performance improvement plans

Qualifications

• Bachelors Degree in Business Administration, Management, or related field

• 8 - 10 Years experience Manager Level or above

• Sense of urgency in escalating competitive information and market intelligence to senior management

• Significant experience with a rapidly growing business

• Ability to gather organization and competitive data and prepare strategies and plans

• Superior communication skills with the ability to interact cross-functionally at all organizational levels and externally with key business contacts, including exceptional organizational, prioritization and time management skills

• Experience managing large-scale organizational change initiatives

• Property management, real estate, retail, or hospitality inside sales experience preferred

• Demonstrated ability to influence and execute in a multi-location business environment

• Ability to organize, manage and lead multiple projects and teams

• Yardi and/or SalesForce experience preferred

• Up to 20% travel

• Excellent oral and written, presentation, and persuasive skills

What you can expect from us:

Progress Residential offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, its about progress, not perfection.

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 9 paid holidays and much more.
  

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbents supervisor at any time based upon Company need.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.