Team Lead - Centralized Success

UDR Careers•Highlands Ranch, CO

11d•Onsite

About The Position

UDR, Inc. is now hiring a Team Lead - Centralized Success to join our team at our corporate office in Highlands Ranch. This role oversees the day-to-day operations, performance, and development of a team of Centralized Specialists supporting leasing, renewal, and application functions across an assigned portfolio of communities. The Team Lead provides hands-on coaching, guidance, and feedback to drive performance excellence, customer satisfaction, and adherence to company standards and policies. This is a first-line leadership position that models best practices, monitors key performance metrics, and ensures the team meets or exceeds goals related to leasing, retention, application accuracy, and overall customer experience. The role also partners closely with property operations and internal stakeholders to maintain seamless communication and operational alignment.

Requirements

Bachelor’s Degree or equivalent combination of education or experience required.
Minimum of 2 years sales and/or customer service experience is required.
Minimum of 2 years Property Management experience is required.
Must have and maintain a valid driver’s license unless otherwise noted.

Nice To Haves

Experience in supervisory management is a plus.

Responsibilities

Provide daily leadership, coaching, and mentorship to a team of Centralized Specialists responsible for sales, renewals, and application processing across a portfolio of communities.
Foster a culture of accountability, collaboration, and service excellence.
Oversee the team’s day-to-day execution of established processes, policies, and best practices to ensure accuracy, compliance, and consistency across all centralized functions.
Conduct regular one-on-one meetings and team huddles to review performance metrics, share updates, and reinforce expectations.
Provide ongoing feedback, recognition, and guidance to support individual development and performance improvement.
Monitor individual and team Key Performance Indicators (KPIs), identifying trends and opportunities for improvement.
Partner with the Manager – Centralized Operations to develop and execute action plans that drive goal achievement.
Ensure consistent and proper utilization of Funnel CRM in alignment with established standard operating procedures and best practices.
Monitor team compliance, provide refresher training as needed, and partner with leadership to address system-related issues or opportunities.
Perform regular work audits to ensure process adherence and quality outcomes.
Deliver targeted coaching and corrective action where needed to enhance results.
Partner closely with property operations leadership and internal stakeholders to maintain alignment, share updates, and ensure seamless coordination between centralized teams and on-site operations.
Conduct and lead meetings with area leadership to discuss feedback and opportunities for improvement.
Responsible for the onboarding, training, and integration of new team members, ensuring a strong understanding of systems, processes, and customer service standards.
Act as a subject matter expert and escalation point of contact for day-to-day questions or challenges within the centralized sales, renewals, and application workflows.
Reinforce adoption and understanding of new initiatives, technology enhancements, and process updates introduced by department leadership, ensuring the team executes changes effectively.
Maintain and communicate updates to team materials such as policy and procedure documents, training guides, and knowledge base resources.
Support reporting and performance tracking by maintaining accurate documentation of team results and providing timely updates to the Manager – Centralized Succes.
Demonstrate professionalism, responsiveness, and commitment to delivering a best-in-class customer experience to both internal and external stakeholders.
Monitor, evaluate, and provide coaching based on customer survey feedback.
Oversee time and attendance management within UKG, ensuring accurate timecard approvals, compliance with company policies, and adequate coverage to maintain seamless centralized support operations.
Perform other duties as assigned or as necessary.