Director of Centralization

Omninet Capital • Dallas, TX

12d • Hybrid

About The Position

The Director of Centralization leads all centralized operations for Omninet Property Management across the full resident lifecycle — the pre-tour leasing experience, renewals, and delinquency — and directly manages the teams that execute each workflow on behalf of every community in the portfolio. This includes the Centralized Leasing team (Centralized Leasing Specialists), who own pre-tour lead follow-up, application completion, and renewal conversion, and the Central Delinquency team (Central Delinquency Agents), who own the delinquency workflow from first missed payment through resolution. The Director sets the standards, staffing models, and performance targets for each workflow and is accountable for the end-to-end centralized operations experience across the portfolio.

A central priority of this role is leading the organization-wide launch, training, and adoption of EliseAI, Omninet Property Management's AI-powered leasing and resident communications platform, in full integration with Yardi. This includes standing up and training property-specific Elise AI models, partnering directly with on-site leasing and management teams to build their fluency with the platform, and driving change management across property-level and centralized teams.

The Director of Centralization also owns the entire delinquency experience across the portfolio — setting standards and overseeing operations from the first missed payment through resolution, including internal collections, payment plans, third-party collections, and eviction coordination — so that delinquency and bad debt are managed consistently, compliantly, and proactively at every community. Across all three workflows, the Director translates portfolio-wide performance data into standardized processes and interventions that raise conversion, renewal, and recovery outcomes portfolio-wide.

Requirements

• Bachelor's degree in Business, Real Estate, Hospitality Management, or a related field, or equivalent professional experience.
• 5–7+ years of progressive experience in multifamily leasing, marketing, or operations.
• 2+ years in a leadership or management role, ideally overseeing a leasing, call center, or centralized operations team.
• Hands-on experience with Yardi and EliseAI (or comparable property management and AI leasing/communications platforms), including leading a system implementation, migration, or major rollout.
• Demonstrated ability to interpret pipeline and performance data and translate it into actionable strategy and coaching.
• Experience owning delinquency, collections, or accounts receivable operations within a multifamily portfolio, including payment plans and eviction coordination.
• Strong working knowledge of Fair Housing laws and regulations, as well as applicable landlord-tenant and collections (FDCPA) requirements.
• Excellent verbal and written communication skills, with the ability to influence and align stakeholders across departments and seniority levels.
• Proven project management and change management skills, with the ability to manage multiple priorities during a platform rollout and peak leasing/renewal periods.
• Willingness and ability to travel to portfolio properties as needed.

Nice To Haves

• Direct experience launching or administering EliseAI (or a comparable conversational AI leasing platform), including training and tuning property-level models.
• Experience managing relationships with third-party collections agencies or eviction counsel.
• Experience building or scaling a centralized leasing, reservations, or resident services function from the ground up.
• Experience across a multi-state multifamily portfolio, including peak leasing and renewal season dynamics.
• Familiarity with call center / contact center performance management tools and methodologies.

Responsibilities

• Hire, train, coach, and manage the performance of Centralized Leasing Specialists and other centralized operations staff; build clear career pathing within the centralization function.
• Set individual and team performance goals (call/contact volume, response-time standards, conversion rates); conduct regular one-on-ones and performance reviews.
• Develop onboarding and ongoing training programs covering leasing best practices, Fair Housing compliance, platform usage, and Omninet Property Management's brand voice.
• Build and maintain staffing models and shift/coverage plans that ensure every lead and renewal receives timely follow-up, including during peak leasing and renewal season.
• Lead the portfolio-wide launch of EliseAI, from implementation planning and property onboarding through go-live and post-launch optimization.
• Stand up, train, and continuously refine property-specific Elise AI models — tuning conversation flows, responses, and escalation rules to each community's workflows, pricing, and availability.
• Partner directly with on-site leasing and management teams to train them on how to use, monitor, and supply ongoing feedback/training data to their property's Elise AI model.
• Serve as the primary internal point of contact with the EliseAI vendor team; manage configuration, integration with Yardi, workflow design, and issue escalation.
• Design and deliver training materials and sessions for centralized and on-site property teams to drive adoption and proficiency with both Yardi and EliseAI.
• Own ongoing platform administration across Yardi and EliseAI: user permissions, reporting dashboards, automation rules, and data integrity across the portfolio.
• Identify and pilot additional EliseAI capabilities or process improvements that support scalability of the centralized model.
• Design, document, and continuously refine standard operating procedures for lead management, application follow-up, and renewals that apply consistently across the portfolio.
• Standardize communication scripts, cadences, and quality standards for prospect and resident outreach, including tour follow-up and partial/unsigned renewal recovery.
• Ensure all centralized communications comply with Fair Housing standards and Omninet Property Management's policies; conduct regular quality audits of calls, emails, and texts.
• Partner with Marketing and Revenue Management to align centralized messaging with pricing, availability, and promotional strategy.
• Own the Omninet Leasing Performance Report and related dashboards; track portfolio-wide KPIs including lead response time, contact rate, application-to-lease conversion, and renewal conversion.
• Analyze performance and prospect-feedback trends by site to identify root causes of underperformance and recommend targeted interventions.
• Present regular performance updates, forecasts, and recommendations to executive leadership and regional/property management teams.
• Benchmark centralized team performance against industry standards and internal targets; adjust staffing and process accordingly.
• Own renewal season strategy and execution across the portfolio, including started, partial, and unsigned renewal recovery.
• Set standards for communicating rate changes, floor plan availability, and renewal deadlines to residents.
• Partner with property managers and regional managers to set and track renewal conversion targets by community.
• Hire, train, coach, and manage the performance of Central Delinquency Agents, who execute day-to-day delinquency outreach, payment plan setup, and collections follow-up across the portfolio.
• Own the entire delinquency experience portfolio-wide, from first missed payment through final resolution, including notice timelines, payment plans, internal collections efforts, third-party collections, and eviction coordination.
• Set and maintain standardized delinquency policies and escalation thresholds (late fees, notice cadence, payment plan eligibility, collections and eviction referral criteria) applied consistently across every community.
• Build and own portfolio-wide delinquency reporting and dashboards — aging, delinquency percentage, recovery rates, and eviction pipeline — and present trends and recommendations to executive leadership.
• Train centralized and on-site teams on delinquency procedures and tools, including Yardi collections workflows and EliseAI-driven payment reminders and resident communications.
• Manage relationships and performance of third-party collections agencies and eviction counsel/vendors; ensure timely, cost-effective resolution of delinquent accounts.
• Ensure all delinquency communications and collections practices comply with Fair Housing, FDCPA, and applicable state and local landlord-tenant law.
• Set and track delinquency and bad-debt reduction targets by community, using data to drive process, staffing, and policy improvements.
• Act as the primary liaison between the centralized operations team and on-site property management, regional management, marketing, and executive leadership.
• Lead change management efforts to drive adoption of the centralized model and new platform among property-level teams, addressing concerns and gathering feedback.
• Represent centralized operations in portfolio-wide planning, budgeting, and strategy discussions.
• Develop and manage the centralized operations department budget, including staffing, technology, and training costs.
• Forecast staffing needs based on portfolio growth, seasonality, and leasing/renewal cycles.
• Perform other duties as assigned in support of Omninet Property Management's operational and growth objectives.

Benefits

• Omninet Capital, LLC is an Equal Opportunity Employer and is committed to maintaining a workplace free from discrimination and harassment. We recruit, employ, train, compensate, and promote without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, veteran or military status, or any other status protected by applicable federal, state, or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager