Head of Customer Experience Operations

Here, you'll be a part of a fast-growing company dedicated to providing a best in class leasing and customer service experience to our residents.Main Street Renewal is seeking a Director of Central Operations to lead three connected programs that shape the resident financial experience: Resident Performance, Default, and the Housing Choice Voucher (HCV) program. This leader owns the operating performance of all three teams and is accountable for collections outcomes, quality, cycle times, and the consistency of how residents are supported through payment challenges.This is a role for a strategic operator who is equally comfortable setting quarterly direction and reading a performance dashboard line by line. The Director will translate complex operational data into clear priorities and develop a leadership bench capable of running the work without day-to-day direction. Success is measured in dollars recovered, loss mitigation, residents returned to good standing, and processes that hold up as the business grows.KEY RESPONSIBILITIESStrategic LeadershipSet the operating strategy and roadmap for Resident Performance, Default, and HCV, aligning each program to enterprise goals for collections, resident retention, and cost to serve.Analytics and Performance ManagementOwn the KPI framework for all three programs, including collection performance, aged inventory, quality assurance, productivity, and program-specific compliance measures.Lead root-cause analysis on performance gaps, segmenting results by market, stage, and account population to distinguish controllable drivers from external constraints.Partner with Business Intelligence to build and validate reporting, ensuring every executive-facing metric has a defined source of truth, a documented methodology, and a clear owner.Convert dashboards into action by defining treatment strategies for each account population and holding teams accountable to measurable outcomes.Deliver concise weekly and monthly performance reporting that highlights results, risks, and the specific actions being taken.Resident Performance and CollectionsDrive collection rate, delinquency prevention, and payment performance across the resident population, with targeted focus on the markets and account segments carrying the largest opportunity.Direct outreach, payment plan, and early intervention programs designed to return residents to current standing before accounts escalate.Oversee case intake, categorization, and resolution, ensuring resident inquiries about billing, payment assistance, and account status are handled accurately and within service standards.Balance recovery objectives with a resident experience that is clear, empathetic, and consistent with how we serve the people who call our houses home.Default OperationsManage the full default lifecycle from early delinquency through legal resolution, maintaining control of aged inventory and cycle times at every stage.Ensure all default activity meets legal, regulatory, and jurisdictional requirements, working closely with Legal and outside counsel on process standards and documentation.Maintain quality assurance standards across case documentation, account updates, and attorney communication, with coaching and corrective action where results fall short.Standardize workflows for specialized case types and build the controls that keep sensitive accounts from being missed or delayed.Housing Choice Voucher ProgramLead HCV operations end to end, including housing authority relationships, subsidy payment collection, inspections readiness, and account reconciliation.Reduce abatement exposure by strengthening inspection preparation and coordinating escalation with field and property management partners.Drive resolution of subsidy discrepancies and outstanding housing authority payments through structured, account-level review.Ensure program compliance with federal and local housing authority requirements, keeping documentation and reporting audit-ready.Team Leadership and DevelopmentLead, coach, and develop a multi-layer organization of managers, supervisors, specialists across onshore and offshore teams.Build a performance culture grounded in clear expectations, regular feedback, and recognition of strong work.Own workforce planning, hiring, onboarding, and capacity allocation, adjusting resourcing as volume and workload mix shift.Process Improvement and Cross-Functional PartnershipComfortable managing and participating in cross functional teams across the organization.Lead continuous improvement across all three programs, prioritizing automation of repetitive work and elimination of manual workarounds.Partner closely with Property Management, Legal, Finance, Business Intelligence, and Technology to resolve upstream causes rather than absorbing downstream volume.Represent Central Operations in enterprise initiatives, system implementations, and process changes that affect resident accounts.QUALIFICATIONSRequiredBachelor'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.PreferredExperience 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 COMPETENCIESAnalytical RigorGets to root cause, validates the data before acting, and separates signal from noise.Strategic ThinkingConnects daily operations to long-term direction and sequences work accordingly.OwnershipTakes accountability for outcomes across the full program, not just the parts that are easy to control.Resident FocusKeeps the resident experience central to how recovery and compliance work is designed.Operational DisciplineTurns priorities into documented processes, clear owners, and repeatable results.WHAT SUCCESS LOOKS LIKE IN THE FIRST YEARCollection performance meets or exceeds goal, with a documented plan for the markets and account populations that carry the largest remaining gap.Aged default inventory is controlled and reported from a single validated source, with root causes separated into controllable and external.HCV subsidy and abatement exposure is materially reduced, with housing authority relationships actively managed rather than reactive.Every executive-facing KPI has a defined methodology, an owner, and a documented action plan when it moves off target.The leadership team below this role is stronger, clearer on expectations, and capable of running daily operations independently.ABOUT MAIN STREET RENEWALMain Street Renewal is reimagining real estate by providing access to quality houses in good neighborhoods for our residents to call home. What we do is built on our core values of Responsible, Empowering, Agile Leaders — delivering a great product, great service, and being easy to do business with.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.Our full-time employee benefits include:A competitive compensation package, annual bonus, 401k matchFlexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer dayEmployer-paid benefits (medical, dental, vision, health savings account)Professional career development and reimbursementUp to 16 weeks paid maternity leave; We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.Charlotte, NCType: Full time