Director of Leasing Hub, Contact Center

Cortland•Sandy Springs, GA

14d

About The Position

At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment. Role Overview As the Director, Leasing Hub, you will lead the enterprise-wide strategy and operations for the centralized Leasing Hub function, driving innovation and ensuring alignment with organizational goals. In this role, you will be responsible for delivering measurable impact on revenue growth, enhancing customer experience, and enabling scalability across the business. Success requires a strategic mindset that fosters collaboration and innovation, the ability to achieve operational efficiency and financial results, and a commitment to developing talent while cultivating a high-performance culture.

Requirements

High school diploma required; bachelor's degree preferred.
8+ years in customer service, centralized operations, or related field, with at least 5 years in multi-team leadership or senior management roles.
Experience influencing executive stakeholders and managing budgets.
Proven ability to lead organizational change and scale operations.
Strong strategic thinking and ability to translate business objectives into operational strategies and measurable outcomes.
Excellent communication, collaboration, and leadership skills.
Ability to travel to Dallas, TX roughly 25% of the time.

Responsibilities

Own the vision and roadmap for centralized leasing operations, aligning with corporate objectives and growth strategies.
Influence budget planning, technology investments, and organizational design to support scalability.
Serve as a thought partner to senior leadership, identifying trends, risks, and growth opportunities across centralized leasing operations.
Drive operational integrity and scalability through process innovation, technology adoption, and data-driven decision-making.
Establish and monitor KPIs to ensure performance meets or exceeds organizational standards.
Ensure compliance, risk management, and continuous improvement in all operational processes.
Develop leadership pipeline and succession planning across multiple teams or regions.
Champion associate growth by creating resources and learning pathways for new hires and emerging leaders.
Foster a culture of mentorship, accountability, and high performance.
Represent Leasing Hub in executive-level discussions, cross-functional steering committees, and strategic initiatives impacting enterprise performance.
Partner with Marketing, Talent Development, and Data & Analytics teams to enhance conversion, associate growth, and operational efficiency.