Position Overview

The Manager, Centralized Services - Business Process plays a key role in building scalable, measurable, and efficient processes that support the growth of Core's centralized operations. Reporting to the Director, Centralized Services, this role partners across Operations, Accounting, Technology, and Property teams to translate business needs into practical solutions, stronger reporting, and system-enabled improvements.

This role supports centralization initiatives from discovery through implementation and continuous optimization, helping identify opportunities to improve performance, drive efficiency, and strengthen consistency across the portfolio. By connecting strategy to execution, the Business Process Manager helps Core make data-informed decisions that enhance operational efficiency, team member effectiveness, and the resident experience.

What You Will Do

Centralization Strategy & Analysis

• Support the assessment and optimization of centralized services across collections, leasing, financial operations, and administrative functions.
• Conduct discovery sessions and current state assessments to identify opportunities for centralization, standardization, automation, and operational improvement.
• Analyze workflows, data flows, and system utilization to assess feasibility, efficiency, and scalability.
• Develop business cases and analyses that support centralized service expansion and operational improvements.
• Support centralized services planning efforts by gathering data, documenting findings, and identifying opportunities for future growth.

Process Design, Documentation & Governance

• Gather and document business requirements, process maps, workflows, and operating procedures.
• Manage centralized documentation to support consistency, compliance, and operational efficiency.
• Support the design and implementation of scalable and repeatable business processes aligned with centralized operating models.
• Maintain process documentation, governance standards, and operational controls that promote consistency and compliance.
• Recommend enhancements to policies, procedures, and system configurations that improve operational effectiveness.
• Partner with Technology and Operations teams to evaluate and optimize systems, reporting tools, workflow automation, and business applications that support centralized operations.

Performance Measurement & Business Insights

• Assist with developing, monitoring, and refining KPIs, SLAs, and performance metrics that measure operational effectiveness and service quality.
• Develop the creation and maintenance of dashboards, reports, and performance tracking tools.
• Analyze operational and financial data to identify trends, risks, and opportunities for improvement.
• Provide insights and recommendations that support operational and strategic decision-making.
• Partner with cross-functional teams to promote data accuracy, consistency, and reliable reporting.

Implementation, Change Management & Stakeholder Partnership

• Support operational readiness, implementation, and continuous improvement activities associated with centralization initiatives and business process changes.
• Partner with Operations, Accounting, Technology, HR, and Property teams to support the implementation of new processes, systems, and operating models.
• Facilitate discovery sessions, workshops, stakeholder meetings, and working groups to gather feedback and/or align on solutions.
• Assist with change management activities that encourage process adoption and stakeholder engagement.
• Participate in post-implementation reviews and help identify opportunities to improve effectiveness and service delivery.
• Coordinate multiple business process improvement initiatives and support project execution against established timelines and objectives.

Vendor Performance & Escalation Management

• Serve as a primary point of contact for Business Process Outsourcing (BPO) vendor escalations, ensuring issues are documented, routed appropriately, and tracked through resolution.
• Coordinate with internal stakeholders and vendor partners to facilitate timely issue resolution.
• Monitor escalation trends and recurring issues and provide recommendations for process improvements.
• Maintain escalation reporting and communicate updates to Centralized Services leadership.

Other

• Occasional travel may be necessary as needed.
• Perform all other duties and responsibilities as assigned.
• Must be able to complete all physical requirements of this role with or without a reasonable accommodation.

Ideally, You'll Have

• Bachelor's degree in Business, Finance, Operations, or a related field, or equivalent experience.
• 3-5 years of experience in business process improvement, operations, business analysis, or related functions.
• Experience evaluating, designing, and optimizing operational processes in multi-site, service-driven, or complex business environments.
• Strong analytical, problem-solving, and critical-thinking skills with the ability to translate data into actionable recommendations.
• Experience gathering business requirements, documenting processes, and supporting operational or technology-driven initiatives.
• Ability to manage multiple priorities, influence stakeholders, and drive projects in a fast-paced environment.

You'll crush it if you have experience with

• Experience supporting centralized services, shared services, or large-scale operational transformation initiatives.
• Knowledge of property management, student housing, real estate, or multi-location operating environments.
• Experience developing performance frameworks, including KPIs, SLAs, dashboards, and operational reporting.
• Familiarity with workflow automation, process optimization methodologies, or continuous improvement practices such as Lean or Six Sigma.
• Experience building business cases, assessing operational impacts, or supporting technology implementations.
• Exceptional communication and stakeholder management skills, with the ability to influence decisions and drive alignment across teams.

Organizational Structure

Reports to: Director, Centralized Services

Direct Reports: NA

Disclaimer

Please note that job responsibilities, reporting lines, and duties outlined in this job description are subject to change to meet the evolving needs of the organization.

Pay Range

USD $90,000.00 - USD $95,000.00 /Yr.
Compensation Disclosure

The compensation range listed reflects the base salary or hourly rate that we reasonably and in good faith expect to offer for this role at the time of posting. Actual compensation may vary based on factors such as education, experience, skills, certifications, seniority, geographic location, and business needs.

This role may be eligible for additional forms of compensation, including bonuses, commissions, stipends, or non-cash incentives, depending on position and performance. Benefits may include health insurance, retirement plans, paid time off, and other role-based offerings, subject to eligibility requirements.

All compensation components are subject to change based on business needs or market conditions.