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Billingsley Company · 18 hours ago

Director of Centralized Services

Plano, TX

Full-time

Onsite

Director/Executive

7+ years exp

Billingsley Company is a well-established organization specializing in master-planned developments and property management. The Director of Centralized Services leads the multifamily service operations, focusing on improving processes related to delinquency management, collections, and resident account administration.

Real Estate

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

Qualification

Multifamily leadershipDelinquency managementCollections oversightProcess managementPMS software knowledgeVendor managementOperational executionBachelor's degreePeople leadership