Protech Centralization & Automation Leader
The Role
U.S. Director of Centralized Services
The Challenge
Our client needed a leader to scale centralized services across the portfolio and build organizational alignment around a new way of operating across the U.S., positioning the company for significant growth.
Our Approach
The search required a rare combination of multifamily operating experience, centralized-services expertise, financial discipline, and organizational influence. Candidates needed to understand how moving property-level functions into centralized teams would affect staffing, workflows, service delivery, and performance across a geographically dispersed portfolio.
We focused our search on leaders who had:
Built, launched, or materially scaled a centralized or shared-services operating model
Centralized functions such as leasing, applications, resident services, recertification, housing administration, file processing, or accounting support
Led significant changes to established property operating models, including roles, staffing, and workflows
Developed the financial case for centralization and measured operating savings and return on investment
Used performance data and field feedback to improve service delivery and guide expansion
Earned alignment from senior leaders, cross-functional partners, and onsite teams
Led managers and multifunctional teams through periods of growth and change
Worked with property-management platforms and emerging leasing technology, including Yardi and AI-enabled solutions
Our team targeted executives from multifamily, property operations, shared services, customer-service operations, and adjacent centralized environments. Each candidate was assessed not only for technical experience, but also for the ability to balance strategy with hands-on execution and build credibility with field leaders.
The Results
Our team identified a highly qualified group of leaders capable of transforming our client’s 12-property pilot into a scalable centralized-services model. The search gave our client access to candidates with the operational depth, change-management capabilities, and financial discipline required to lead a fundamentally different way of operating.
“Your team not only delivered a stellar slate of candidates, and an ideal hire, but provided us with the transparent data and market coverage we needed to be ultimately confident in our decision.”
— Chief of Staff
