Manager, Property Payment Operations

American Tower•Cary, MA

About The Position

The Team We are seeking a Manager, Property Payment Operations to join American Tower’s Property Management organization’s Real Estate Management team. The team focuses on enabling consistent, efficient, and controlled execution of landlord-facing property management activities, including landlord payment-related activities, inquiry resolution, data quality, documentation, and related operational support, delivered by internal teams and, where applicable, vendor-supported models, while aligning regional practices to global standards and service expectations. Day to day you will oversee operational processes related to landlord payments, data accuracy, issue resolution, property tax risk assessment, performance monitoring, and process documentation globally. You will partner closely with Property Management, Finance, Global Business Services, and Real Estate Management teams to ensure standardization and sustained operational discipline. This role is essential to creating consistency across markets, aligning processes, and supporting the transition to standardized systems, particularly within Salesforce. As a Manager, you will lead a team of property management professionals responsible for delivering a defined set of activities, which may include landlord payment-related activities, landlord inquiry support, data management, process execution, and oversight of vendor-supported execution within the established operating model. Day to day, you will provide leadership, oversight, and governance to ensure accurate execution, effective issue resolution, performance monitoring, and adherence to standardized processes within the areas supported by your team.

Requirements

Bachelor’s degree required, with a concentration in Business, Finance, Operations, or a related field preferred.
A minimum of 8 years of property management operations, landlord inquiry support, rent or payment-related activity, shared services, or related experience within telecommunications, real estate investment trust (REIT), infrastructure, or similar industries required, with at least 3 years being in a people management capacity.
Strong understanding of landlord facing property management processes relevant to the supported scope, which may include rent and payment related matters, inquiries, lease administration, reconciliations, and operational controls.
Working knowledge of enterprise resource planning or workflow systems and comfort with case management or issue tracking tools; Salesforce experience strongly preferred.
Demonstrated success in process documentation, driving operational improvements, and implementing standardized practices.
Strong analytical and problem solving skills; ability to identify trends, operational risks, and data issues.
Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.
Fluency in English required; multilingual capabilities preferred.
Strong organization, planning, and project management skills; ability to prioritize tasks for self and team to meet requirements and deadlines.
Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
Strong leadership skills; ability to drive and motivate team to achieve results.

Nice To Haves

MBA or other relevant advanced degree preferred.
Experience managing regional operations or multi country processes preferred.
Salesforce experience strongly preferred.
Multilingual capabilities preferred.

Responsibilities

Oversee daily operational processes for landlord payment activities across the assigned region, ensuring accuracy, consistency, and timely execution.
Manage and resolve landlord-related issues, including payment discrepancies, ownership updates, bank rejections, and inquiry escalations.
Maintain and improve documentation of regional processes, ensuring alignment with global standards and compliance requirements.
Support the transition of property-management-related workflows into Salesforce, including data cleanup, process mapping, and user adoption.
Monitor regional performance metrics, including Key Performance Indicators (KPIs), inquiry turnaround times, payment accuracy, and issue closure rates; identify trends and propose improvement actions.
Create consistency in operational execution across respective markets by identifying gaps, standardizing workflows, and reinforcing policies.
Partner with Global Business Services (GBS), regional Finance, and Property Management teams to ensure smooth issue resolution and coordinated communication with landlords.
Collaborate with global Real Estate Management leaders to implement updates, share feedback, and participate in continuous improvement initiatives.
Assist with audit support, reconciliations, and quality reviews to ensure adherence to internal controls and regulatory requirements.
Contribute to training, knowledge-sharing, and capability-building efforts to reinforce process adoption across teams.
Build strong relationships with internal stakeholders and support the reinforcement of a landlord-centric service model.
Responsible for leading talent selection, performance management, career development, and workforce planning within the approved headcount, for the team.
Cultivate a collaborative team dynamic that enables the company to meet business objectives.
Other duties as assigned.