Director of Centralized Services

Billingsley Company•Plano, TX

About The Position

The Director of Centralized Services leads and continuously improves Billingsley’s centralized multifamily service operations that support the resident lifecycle. This role oversees delinquency management, collections, eviction processing, resident account administration, application processing, lease and renewal execution, utility billing oversight, final account statements, and centralized customer follow-up. The position is operationally focused on execution, accuracy, consistency, and scalability. The Director partners cross-functionally to ensure alignment and visibility while maintaining ownership of centralized processes, standards, and outcomes.

Requirements

7–10 years of progressive multifamily leadership experience
Experience overseeing delinquency, collections, evictions, leasing administration, and resident accounts
Strong operational execution and process management capability
Experience managing third-party vendors and compliance-driven workflows
Working knowledge of multifamily PMS software (e.g., RealPage OneSite or similar platforms)

Nice To Haves

Bachelor’s degree in Business, Operations, or related field preferred

Responsibilities

Own centralized delinquency workflows, standards, and performance outcomes
Establish notice requirements, follow-up cadence, payment plan guidelines, and escalation protocols
Oversee collections placement, recovery tracking, write-offs, and adjustments
Monitor trends and drive corrective actions to reduce delinquency and outstanding balances
Oversee centralized eviction processing from notice through resolution
Ensure documentation, approvals, and timelines are met
Track eviction activity, outcomes, and cycle times
Identify opportunities to reduce risk, delays, and rework
Maintain centralized ownership of resident account accuracy throughout the lifecycle
Oversee preparation and delivery of final account statements following move-out
Ensure accurate charges, credits, utilities, damages, and deposit dispositions
Reduce errors, disputes, and rework through audits and controls
Oversee centralized review of resident utility rebilling
Monitor accuracy, posting timeliness, and issue resolution
Identify recurring issues and drive corrective improvements
Oversee centralized application processing, screening review, and approvals
Ensure consistent application of criteria, documentation standards, and turnaround times
Serve as escalation point for complex application scenarios
Oversee centralized generation and completion of lease packets
Manage renewal offer generation, delivery, follow-up, and completion tracking
Ensure accuracy, consistency, and timeliness of all leasing documentation
Manage vendors supporting centralized services (e.g., deposit alternatives, rent flexibility platforms, eviction/legal, collections, utility billing)
Establish service standards, SLAs, KPIs, and escalation protocols
Monitor performance and drive accountability
Establish standards for centralized resident and applicant communication
Ensure timely, professional follow-up on accounts, applications, renewals, utilities, and balances
Reduce resident confusion and repeat inquiries through clear communication
Document and maintain centralized processes, workflows, and controls
Own reporting, audits, and performance tracking for centralized services
Identify opportunities to improve efficiency, accuracy, and resident experience
Lead, coach, and develop centralized services team members
Set expectations, goals, and accountability standards
Support hiring, onboarding, and training for centralized roles