{"id":773641,"url":"https://alion.io/job/amherst-director-central-operations-2","title":"Director, Central Operations","company":{"id":4597,"name":"Amherst","domain":"amherst.com","url":"https://alion.io/company/amherst","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":67,"open_postings":29,"ghost_share":0.552,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Phoenix, United States","Charlotte, United States"],"countries":["US"],"hiring_countries":["GE"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":135000,"max_usd":242000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":285},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false}],"status":"live","first_seen_at":"2026-09-11T22:14:40Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-11-04T08:41:55Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":53},"description":"Open the door to your dream job and join #TeamMainStreet. With more than 40,000 homes in 30 markets, Main Street Renewal is one of the largest providers of single-family rental homes across the country. We understand that our employees are the invaluable drivers of our success. That's why we hire the most talented, passionate individuals who enjoy contributing to a growing, winning team. Here, you'll be a part of a fast-growing company dedicated to providing a best in class leasing and customer service experience to our residents.\nMain Street Renewal is seeking a Director of Central Operations to lead three connected programs that shape the resident financial experience: Resident Performance, Default, and the Housing Choice Voucher (HCV) program. This leader owns the operating performance of all three teams and is accountable for collections outcomes, quality, cycle times, and the consistency of how residents are supported through payment challenges.\nThis is a role for a strategic operator who is equally comfortable setting quarterly direction and reading a performance dashboard line by line. The Director will translate complex operational data into clear priorities and develop a leadership bench capable of running the work without day-to-day direction. Success is measured in dollars recovered, loss mitigation, residents returned to good standing, and processes that hold up as the business grows.\nPreferred Location: Phoenix, Arizona\nWhile Phoenix is the preferred location for this position, candidates based in Atlanta, Georgia, or Charlotte, North Carolina, will also be considered.\nKEY RESPONSIBILITIES\nStrategic Leadership\nSet the operating strategy and roadmap for Resident Performance, Default, and HCV, aligning each program to enterprise goals for collections, resident retention, and cost to serve.\nTranslate executive priorities into clear team objectives, measurable targets, and sequenced initiatives with named owners and delivery dates.\nIdentify structural opportunities across the three programs - shared workflows, hand-offs, and duplicated effort - and lead the redesign work to capture them.\nAdvise senior leadership on trade-offs, capacity constraints, and investment decisions, bringing a clear recommendation rather than a menu of options.\nAnalytics and Performance Management\nOwn the KPI framework for all three programs, including collection performance, aged inventory, quality assurance, productivity, and program-specific compliance measures.\nLead root-cause analysis on performance gaps, segmenting results by market, stage, and account population to distinguish controllable drivers from external constraints.\nPartner with Business Intelligence to build and validate reporting, ensuring every executive-facing metric has a defined source of truth, a documented methodology, and a clear owner.\nConvert dashboards into action by defining treatment strategies for each account population and holding teams accountable to measurable outcomes.\nDeliver concise weekly and monthly performance reporting that highlights results, risks, and the specific actions being taken.\nResident Performance and Collections\nDrive collection rate, delinquency prevention, and payment performance across the resident population, with targeted focus on the markets and account segments carrying the largest opportunity.\nDirect outreach, payment plan, and early intervention programs designed to return residents to current standing before accounts escalate.\nOversee case intake, categorization, and resolution, ensuring resident inquiries about billing, payment assistance, and account status are handled accurately and within service standards.\nBalance recovery objectives with a resident experience that is clear, empathetic, and consistent with how we serve the people who call our houses home.\nDefault Operations\nManage the full default lifecycle from early delinquency through legal resolution, maintaining control of aged inventory and cycle times at every stage.\nEnsure all default activity meets legal, regulatory, and jurisdictional requirements, working closely with Legal and outside counsel on process standards and documentation.\nMaintain quality assurance standards across case documentation, account updates, and attorney communication, with coaching and corrective action where results fall short.\nStandardize workflows for specialized case types and build the controls that keep sensitive accounts from being missed or delayed.\nHousing Choice Voucher Program\nLead HCV operations end to end, including housing authority relationships, subsidy payment collection, inspections readiness, and account reconciliation.\nReduce abatement exposure by strengthening inspection preparation and coordinating escalation with field and property management partners.\nDrive resolution of subsidy discrepancies and outstanding housing authority payments through structured, account-level review.\nEnsure program compliance with federal and local housing authority requirements, keeping documentation and reporting audit-ready.\nTeam Leadership and Development\nLead, coach, and develop a multi-layer organization of managers, supervisors, specialists across onshore and offshore teams.\nBuild a performance culture grounded in clear expectations, regular feedback, and recognition of strong work.\nOwn workforce planning, hiring, onboarding, and capacity allocation, adjusting resourcing as volume and workload mix shift.\nDevelop succession depth so critical work is never dependent on a single person.\nProcess Improvement and Cross-Functional Partnership\nComfortable managing and participating in cross functional teams across the organization.\nLead continuous improvement across all three programs, prioritizing automation of repetitive work and elimination of manual workarounds.\nOwn the documentation standard for standard operating procedures, service levels, and escalation paths, and keep it current as processes change.\nPartner closely with Property Management, Legal, Finance, Business Intelligence, and Technology to resolve upstream causes rather than absorbing downstream volume.\nRepresent Central Operations in enterprise initiatives, system implementations, and process changes that affect resident accounts.\nQUALIFICATIONS\nRequired\nBachelor's degree in Business, Finance, Operations, Analytics, or a related field, or equivalent professional experience.\nEight or more years of progressive operations experience, including at least four years leading teams through other leaders.\nDemonstrated ownership of collections, receivables, default, or comparable financial operations at scale.\nStrong analytical capability, with a track record of using data to diagnose performance and drive measurable improvement.\nExperience building KPI frameworks, reporting structures, and operational controls from the ground up.\nProven ability to lead change across teams and functions, with the influence to move partners who do not report to you.\nExcellent written and verbal communication, including experience presenting to senior executives.\nPreferred\nExperience in single-family rental, multifamily, property management, mortgage servicing, or consumer financial services a plus.\nWorking knowledge of Housing Choice Voucher or other subsidized housing programs and housing authority operations.\nFamiliarity with eviction and landlord-tenant legal processes across multiple states.\nHands-on experience with business intelligence tools and CRM platforms, including dashboard design and data validation.\nExperience leading offshore or distributed teams.\nProcess improvement certification such as Lean or Six Sigma.\nCORE COMPETENCIES\nAnalytical Rigor\nGets to root cause, validates the data before acting, and separates signal from noise.\nStrategic Thinking\nConnects daily operations to long-term direction and sequences work accordingly.\nLeadership Presence\nBuilds trust quickly, sets a high bar, and develops leaders who raise it further.\nOwnership\nTakes accountability for outcomes across the full program, not just the parts that are easy to control.\nResident Focus\nKeeps the resident experience central to how recovery and compliance work is designed.\nOperational Discipline\nTurns priorities into documented processes, clear owners, and repeatable results.\nWHAT SUCCESS LOOKS LIKE IN THE FIRST YEAR\nCollection performance meets or exceeds goal, with a documented plan for the markets and account populations that carry the largest remaining gap.\nAged default inventory is controlled and reported from a single validated source, with root causes separated into controllable and external.\nHCV subsidy and abatement exposure is materially reduced, with housing authority relationships actively managed rather than reactive.\nEvery executive-facing KPI has a defined methodology, an owner, and a documented action plan when it moves off target.\nThe leadership team below this role is stronger, clearer on expectations, and capable of running daily operations independently.\nABOUT MAIN STREET RENEWAL\nMain Street Renewal is reimagining real estate by providing access to quality houses in good neighborhoods for our residents to call home. What we do is built on our core values of Responsible, Empowering, Agile Leaders - delivering a great product, great service, and being easy to do business with.\nMain Street Renewal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.\nOur full-time employee benefits include:\nA competitive compensation package, annual bonus, 401k match\n\nFlexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day\n\nEmployer-paid benefits (medical, dental, vision, health savings account)\n\nProfessional career development and reimbursement\n\nUp to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave\n\nBackup childcare offered through Bright Horizons\n\nMain Street Renewal is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.","description_format":"text","description_chars":10443,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Parental leave"],"hiring_locations":[{"name":"Georgia","iso":"GE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Real Estate Investment","Commercial Real Estate"],"lifecycle":[{"event":"open","at":"2026-09-11T22:14:40Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1 · green card filings: 1","filings_12m":1,"filings_prev_12m":2,"green_card_filings_12m":1,"median_offered_wage_usd":195000,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":30,"band":"fade","label":"Fading","p_open":1,"p_active":0.662,"p_room":0.45,"age_days":53,"expected_fill_days":33,"reasons":["conf:3","stale_co","urgency","win:tail"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/amherst-director-central-operations-2","json_url":"https://alion.io/job/amherst-director-central-operations-2.json","meta":{"generated_at":"2026-11-04T15:02:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22820,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4597},"rest":"https://alion.io/mcp/rest/get_company?id=4597"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famherst-director-central-operations-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famherst-director-central-operations-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famherst-director-central-operations-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/amherst-director-central-operations-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famherst-director-central-operations-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":773641}},{"tool":"search_jobs","arguments":{"company":"amherst.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":773641},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}