Head of Operations & Business Management

Set the operating strategy and roadmap for Resident Performance, Default, and HCV

Translate executive priorities into team objectives, measurable targets, and sequenced initiatives

Own the KPI framework, including collection performance, aged inventory, quality assurance, productivity, and compliance measures

Lead root-cause analysis and partner with Business Intelligence on reporting and data validation

Define treatment strategies for account populations and hold teams accountable to measurable outcomes

Deliver weekly and monthly performance reporting on results, risks, and actions

Drive collection rate, delinquency prevention, and payment performance

Direct outreach, payment plan, and early intervention programs

Oversee case intake, categorization, and resolution for billing, payment assistance, and account status inquiries

Manage the full default lifecycle from early delinquency through legal resolution

Ensure default activity meets legal, regulatory, and jurisdictional requirements

Maintain quality assurance standards for case documentation, account updates, and attorney communication

Standardize specialized case workflows and build controls for sensitive accounts

Lead HCV operations, including housing authority relationships, subsidy payment collection, inspection readiness, and account reconciliation

Reduce abatement exposure and resolve subsidy discrepancies and outstanding housing authority payments

Ensure HCV compliance and audit-ready documentation and reporting

Lead, coach, and develop managers, supervisors, and specialists across onshore and offshore teams

Own workforce planning, hiring, onboarding, and capacity allocation

Develop succession depth and build a performance culture

Lead continuous improvement, automation, and elimination of manual workarounds

Partner with Property Management, Legal, Finance, Business Intelligence, and Technology

Represent Central Operations in enterprise initiatives, system implementations, and process changes

Requirements Bachelor's degree in Business, Finance, Operations, Analytics, or a related field, or equivalent professional experience

Eight or more years of progressive operations experience, including at least four years leading teams through other leaders

Demonstrated ownership of collections, receivables, default, or comparable financial operations at scale

Strong analytical capability, with a track record of using data to diagnose performance and drive measurable improvement

Experience building KPI frameworks, reporting structures, and operational controls from the ground up

Experience in single-family rental, multifamily, property management, mortgage servicing, or consumer financial services a plus

Working knowledge of Housing Choice Voucher or other subsidized housing programs and housing authority operations

Familiarity with eviction and landlord-tenant legal processes across multiple states

Hands‑on experience with business intelligence tools and CRM platforms, including dashboard design and data validation

Experience leading offshore or distributed teams

Process improvement certification such as Lean or Six Sigma

Core Competencies Demonstrates expertise in operations management, including the development and execution of KPI frameworks, performance reporting, and compliance with legal and regulatory standards. Proven ability to lead teams, drive process improvements, and manage financial operations in the housing and collections sectors.

Collections Management

Data Analysis

Process Improvement

Hard Skills Operations Management

Financial Operations

Performance Reporting

Root-Cause Analysis

Compliance Management

Coaching and Development

Industry Keywords Housing Choice Voucher

Property Management

Mortgage Servicing

Consumer Financial Services

Tools & Technologies Business Intelligence Tools

CRM Platforms