Centralized Operations Lead

ResProp Management-posted about 1 month ago
Full-time • Mid Level
Austin, TX
251-500 employees
Real Estate
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ResProp Management helps people find apartment homes and builds communities. We are a multi-family property management company that serves people, community residents and owners. We got our start in 2010, have grown to over 22,000 units and we are continuing to grow daily. We owe our success to our focus on servant leadership, and our commitment to hiring top talent from the most innovative companies from both inside and outside the multifamily industry. ResProp is seeking an exceptional and high-energy leader to join our mission of scaling the future of property management. You must be a results-driven professional with 3+ years of demonstrated, hands-on experience leading and managing a high-volume, centralized leasing operation. This is not a traditional property-level role. As the Team Lead, you will take the helm of our growing Centralized Leasing Team (composed of both FTEs and BPO teammates), acting as a chief decision-maker and subject matter expert who is ready to accelerate our performance. The ideal candidate will possess proven sales acumen, dynamic leadership skills, and the engaging personality necessary to inspire, coach, and develop our leasing teammates into the absolute best sales professionals in the industry. We need a catalyst who is dedicated to driving operational excellence and maximizing portfolio occupancy across our multi-state platform.

  • Team Leadership & Development: Directly supervise, train, and mentor a hybrid team of US-based and BPO (Business Process Outsourcing) leasing professionals, fostering a high-performance, customer-focused culture.
  • Performance Management: Manage overall employee productivity and conduct regular 1:1 meetings with direct reports to set expectations, provide feedback, and drive individual performance.
  • Supervise Daily Workflow: Oversee the daily activities, scheduling, and workload distribution of the Centralized Leasing Team to ensure consistent coverage and efficiency across all managed properties. Maintain oversight of all routine activities to ensure smooth, efficient, and cost-effective daily business functioning.
  • Training and Onboarding: Develop and deliver comprehensive training programs on leasing procedures, sales techniques, and property management software for all new and existing team members.
  • Quality Assurance: Monitor and audit team performance through call and email monitoring and CRM activity/data review to ensure accuracy and adherence to company policies and legal standards (e.g., Fair Housing).
  • Conflict Resolution: Act as the first point of escalation for complex resident or prospect issues related to the leasing process.
  • Continuous Improvement & Efficiency: Proactively identify areas for improvement and deploy innovative solutions to create efficiencies for both the internal team and on-site property operations. Maintain consistent and effective communication with on-site Property Managers and Regional Managers to align centralized efforts with site-specific needs and marketing strategies.
  • Process Standardization: Establish, document, and enforce consistent, scalable leasing procedures and best practices for lead handling, touring schedules (if applicable), application intake, and document processing across the portfolio.
  • KPI Management & Reporting: Track, analyze, and report on key leasing performance metrics (KPIs) such as lead response time, lead-to-show rate, conversion ratios, call answer rate, and occupancy trends to identify areas for improvement.
  • System Optimization: Serve as the subject matter expert (SME) for all leasing technologies (PMS, CRM, lead tracking systems), ensuring data integrity and effective system utilization by the team.
  • Cross-Departmental Collaboration: Collaborate with the Central Operations Team and other Corporate and Operations teams on a daily and weekly basis to level up other department initiatives/projects and serve as a backup for other daily workflows as needed.
  • Compliance & Quality Assurance: Ensure all processes, communications, and operations adhere to legal regulations, fair housing laws, internal policies, and defined quality standards.
  • Data Analysis & Reporting: Create detailed reports and analysis of departmental data to identify performance trends, measure impact, and inform strategic decision-making, sharing and leading conversations with the leadership team as needed.
  • Minimum 3+ years of proven ability to lead and coach a remote/centralized sales team to significantly improve Lead-to-Lease Conversion Rates and Customer Experience (CX) scores. Must have a genuine passion for developing sales talent.
  • Must demonstrate proven success in standardizing workflows, deploying innovative solutions to create efficiencies, scaling operations across multiple geographic locations (preferably multi-state), managing schedules, and integrating technology platforms.
  • A track record of high-level decision-making and strategic oversight in a rapid-growth environment (e.g., scaling units from 20k to 26k+).
  • Expert-level proficiency with major property management software suites (e.g., Yardi, ResMan, RealPage, AppFolio) and advanced experience utilizing a robust CRM for workflow automation and data analysis.
  • Direct experience managing both Full-Time Employee (FTE) staff and third-party Business Process Outsourcing (BPO) partners, ensuring service quality, performance consistency, and cultural alignment across the blended team.
  • Demonstrated expertise in multifamily leasing sales and performance management, specifically within a centralized, property environment.
  • Solid working knowledge of Fair Housing Laws and compliance requirements across multiple U.S. states (or the ability to rapidly master them) relevant to leasing practices, disclosures, and application screening.
  • Demonstrated ability to create, interpret, and act upon key operational metrics (e.g., Cost Per Lease, Speed to Lead, Call QA scores) to drive process changes and forecast staffing needs for aggressive growth.
  • Experience designing and delivering dynamic, high-energy onboarding and ongoing training programs tailored for centralized leasing agents focused on virtual touring, objection handling, and closing techniques.
  • Outstanding ability to communicate clearly and professionally across different channels (phone, email, chat) and with diverse audiences (teammates, property managers, executive leadership).
  • Proven track record of independently identifying systemic operational issues, developing creative solutions, and making high-stakes decisions rapidly and decisively without relying on local property input.
  • Superior organizational skills with the capacity to manage multiple complex, cross-functional projects simultaneously (e.g., new technology implementation, training rollouts, state compliance updates).
  • Strong analytical and problem-solving skills to diagnose complex operational issues and drive data-backed solutions.
  • Multifamily centralization experience is a huge plus.
  • Competitive salary
  • Medical, Dental, & Vision Benefits
  • 401(k) retirement plan
  • Competitive Paid Time Off
  • Discounted rent at any properties owned by ResProp Management
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