DIRECTOR OF CENTRALIZED SERVICES

Our client is a purpose-driven leader in affordable housing, operating in approximately 20 states, supported by a team of over 1,300 dedicated employees.

For more than 50 years, they have delivered excellence in the development and management of affordable housing communities across the United States.

Our client is helping tackle the affordable housing crisis, and they are looking for motivated candidates to join their team and advance their mission. With offices in Atlanta, Dallas, Phoenix, and Minneapolis, Dominium is one of the nation’s most respected and innovative affordable housing development and management companies. They create quality, affordable homes and engage with their residents to foster a strong sense of community and connection.

The team at Dominium makes a difference in people’s lives every day. At this company, you can challenge yourself to develop both personally and professionally.

POSITION SUMMARY

The Director of Centralized Services leads the strategy, expansion, and continuous improvement of Dominium’s centralized operating model across leasing, resident services, housing administration, application processing, accounting support, and future centralized functions.

This position oversees centralized service delivery and partners with Property Operations, Learning & Performance, Compliance, Marketing, Maintenance, Accounting, and Information Technology to ensure centralized services are effectively integrated with onsite operations.

The Director is accountable for improving operational efficiency and service consistency, enhancing the resident and employee experience, reducing site-level administrative burden, and ensuring centralized resources deliver measurable business value and return on investment.

ESSENTIAL FUNCTIONS

• Develops and executes the long-term vision and strategy for centralized services in alignment with organizational priorities, operational needs, and business growth.

• Identifies functions, processes, and workflows that can be effectively centralized while maintaining or improving service quality, compliance, and the resident experience.

• Partners with senior leadership and cross-functional stakeholders to evaluate new centralized service offerings, expansion opportunities, and organizational readiness.

• Develops business cases, implementation plans, staffing models, resource requirements, and financial projections for centralization initiatives.

• Oversees the performance and continued development of centralized service teams supporting leasing, resident services, housing administration, application and file processing, accounting, and future centralized functions.

• Establishes service-level agreements, performance standards, quality expectations, role responsibilities, escalation protocols, and operating procedures for centralized services.

• Ensures clear roles, responsibilities, workflows, and handoffs between centralized teams, onsite teams, and supporting departments.

• Implements standardized processes, procedures, documentation, and quality-control practices that promote consistency, scalability, and operational excellence.

• Develops key performance indicators, dashboards, and reporting structures that measure productivity, service quality, customer satisfaction, financial impact, and return on investment.

• Analyzes operational performance, service trends, and stakeholder feedback to identify opportunities for process improvement, automation, technology enablement, and expanded centralization.

• Leads continuous improvement initiatives that increase efficiency, strengthen service delivery, reduce administrative burden, and improve the resident and employee experience.

• Facilitates feedback loops with onsite teams, operational leaders, and cross-functional partners to evaluate effectiveness and continuously refine centralized services.

• Provides senior leadership with regular performance updates, financial analysis, risk assessments, and recommendations regarding centralized operations.

• Leads, mentors, and develops centralized services managers and team members while fostering a culture of accountability, service excellence, innovation, collaboration, and continuous improvement.

• Partners with Human Resources and Talent Acquisition to support workforce planning, recruiting, onboarding, performance management, and succession planning for centralized teams.

• Performs other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Operations Management, Property Management, or a related field; equivalent relevant experience may be considered. 

• Minimum of eight years of progressively responsible experience in multifamily housing, property operations, shared services, customer service operations, process improvement, or a related field. 

• Minimum of five years of leadership experience overseeing managers and multifunctional teams. 

• Experience developing, implementing, or expanding centralized services, shared services, contact center operations, or similar operating models. 

• Demonstrated experience leading large-scale operational transformation, organizational change, or process improvement initiatives. 

• Experience developing business cases, staffing models, operating budgets, performance metrics, and return-on-investment analyses. 

• Experience with centralized leasing, resident services, affordable housing administration, application processing, or property accounting support preferred. 

• Experience with affordable housing or regulated multifamily housing programs preferred. 

• Experience with Yardi, RentCafe Affordable Housing, EliseAI, customer relationship management platforms, reporting tools, and workflow automation technology preferred. 

• Strong analytical and financial acumen with the ability to translate operational data into actionable recommendations. 

• Strong leadership and change-management skills with the ability to build, develop, and hold high-performing teams accountable. 

• Strong project management, process improvement, and problem-solving skills. 

• Strong communication and interpersonal skills with the ability to influence senior leaders and build effective cross-functional partnerships. 

• Ability to balance strategic planning with operational execution in a complex, evolving environment.

supervisory responsibilities

• This role reports to the Vice President of Operations and has 12 direct reports.

PHYSICAL REQUIREMENTS/ WORK ENVIRONMENT

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work environment is an indoor office environment with 80% sitting, 10% standing and 10% walking

• Must have reliable high-speed internet to support remote work

• Ability to travel up to 10%

This job description is not designed to cover or contain a comprehensive listing of activities, duties, and/or responsibilities required of the employee. Additional functions and requirements may be assigned by Supervisors as deemed appropriate. This job description does not alter the at-will employment relationship. This document does not represent a contract of employment. This job description may change or be altered by the company at any time, with or without notice.

Reports to: Vice President of Operations