VP, Central Operations

Main Street Renewal is seeking a Vice President of Central Operations to lead three interconnected programs that directly influence the resident financial experience: Resident Performance, Default and Housing Choice Voucher (HCV). This executive will oversee the collection of approximately $1 billion in annual rent and ancillary accounts receivable across a portfolio of more than 40,000 homes. The Vice President will be accountable for collection performance, credit loss, cost to serve, operational quality and the consistency of support provided to residents experiencing payment challenges. The ideal candidate is a strategic and analytical operator who can establish enterprise direction while remaining closely connected to operational performance. This leader will oversee directors and senior managers across onshore and offshore teams, translate complex data into clear priorities and develop a leadership team capable of independently managing daily operations. Success in this role will be measured by revenue recovery, loss mitigation, residents returned to good standing, operational efficiency and the development of scalable processes that support continued business growth. KEY RESPONSIBILITIES Strategic and Financial Leadership • Oversee the collection of approximately $1 billion annually in rent and ancillary accounts receivable. • Establish the strategy, financial targets and operating model for Resident Performance, Default and HCV. • Develop and execute financial strategies aligned with enterprise goals for collections, resident retention, credit loss and cost to serve. • Translate executive priorities into measurable objectives, sequenced initiatives, clear ownership and defined timelines. • Identify opportunities to improve workflows, handoffs and resource allocation across the three programs. • Advise executive leadership on operational tradeoffs, capacity requirements and investment decisions, providing clear and actionable recommendations. • Maintain accountability for overall program performance while empowering directors and managers to lead daily execution. Analytics and Performance Management • Establish and manage the KPI framework for collection performance, credit loss, aged inventory, productivity, quality and program compliance. • Analyze performance data to identify nonpayment trends, accounts receivable risk, resident attrition, HCV denials and potential write-offs. • Lead root-cause analysis of performance gaps by market, account population and stage, distinguishing controllable factors from external constraints. • Partner with Business Intelligence to ensure executive-facing metrics have a validated source of truth, documented methodology and accountable owner. • Deliver concise weekly and monthly reporting to executive leadership outlining results, risks, trends and corrective actions. • Use data to develop measurable solutions that improve financial and operational performance. Resident Performance and Collections • Lead strategies that improve collection rates, prevent delinquency and strengthen payment performance. • Prioritize markets and account segments with the greatest financial opportunity or exposure. • Direct outreach, payment plan, flexible payment and early-intervention programs designed to return residents to good standing before accounts escalate. • Establish treatment strategies for distinct account populations, including slow-paying residents and accounts at risk of entering default. • Balance recovery objectives with a resident experience that is clear, empathetic and consistent. • Ensure resident communication and collection practices are effective, compliant and aligned with company standards. Default Operations • Oversee the complete default lifecycle, from early delinquency through legal resolution. • Maintain control of aged inventory, cycle times and case progression at every stage. • Establish intentional referral criteria that reduce unnecessary default filings, repeat cures and legal expenses without negatively affecting collection performance or credit loss. • Manage attorney and vendor relationships, including performance standards, invoice review and accountability. • Ensure default activity complies with all applicable legal, regulatory and jurisdictional requirements. • Partner closely with Legal and outside counsel on matters involving elevated legal or reputational risk. Housing Choice Voucher Program • Lead HCV operations from initial voucher intake and validation through subsidy collection, inspection readiness and account reconciliation. • Strengthen housing authority relationships and ensure timely resolution of subsidy discrepancies and outstanding payments. • Implement automated intake and sorting processes, dedicated case ownership and a centralized governance repository. • Reduce abatement exposure through structured, account-level review and timely issue resolution. • Ensure program documentation, compliance and reporting remain complete and audit-ready. • Oversee voucher payment changes, rent allocation adjustments, inspections and Housing Assistance Payment reconciliation. Team Leadership and Development • Lead, coach and develop a multilayered organization consisting of onshore and offshore teams. • Establish clear expectations, performance standards and accountability across all levels of the organization. • Build a culture of operational excellence, collaboration, continuous improvement and resident focus. • Oversee organizational design, workforce planning, hiring and capacity allocation as business volume and workload requirements change. • Develop leadership depth and succession plans so critical functions do not depend on a single individual. • Build a leadership team capable of independently managing daily operations and consistently delivering results. Process Improvement and Cross-Functional Partnership • Identify opportunities to improve efficiency and the resident experience through process redesign, automation and technology. • Prioritize the automation of repetitive work while maintaining appropriate operational controls. • Establish standards for operating procedures, service levels, ownership and escalation paths. • Partner with Property Management, Legal, Finance, Business Intelligence, Salesforce and Technology to address upstream issues that create downstream volume. • Clearly define operational problems, quantify their impact and lead the adoption of sustainable solutions. • Represent Central Operations in enterprise initiatives, system implementations and process changes affecting resident accounts. • Manage escalations involving significant operational, legal, financial or reputational exposure. REQUIRED QUALIFICATIONS • Bachelor's degree in business, finance, operations, analytics or a related field, or equivalent professional experience. • At least 10 years of progressive operations experience, including six or more years leading teams through directors or other senior leaders. • Demonstrated experience overseeing collections, accounts receivable, default or comparable financial operations at scale, with accountability for results involving hundreds of millions of dollars or more. • Strong analytical capabilities and a demonstrated record of using data to identify performance gaps and drive measurable improvement. • Experience building KPI frameworks, reporting structures and operational controls. • Proven ability to lead organizational change across multiple teams and functions. • Ability to influence and gain alignment from partners and stakeholders outside the direct reporting structure. • Experience leading onshore and offshore or business process outsourcing teams. • Excellent written and verbal communication skills, including experience presenting to executive leadership. PREFERRED QUALIFICATIONS • Experience in single-family rental, multifamily housing, property management, mortgage servicing or consumer financial services. • Working knowledge of HCV or other subsidized housing programs and housing authority operations. • Familiarity with eviction and landlord-tenant processes across multiple states. • Experience managing outside counsel, legal vendors and associated expenses. • Hands-on experience with business intelligence and CRM platforms, including Salesforce. • Experience with dashboard development, metric validation and data governance. • Experience applying artificial intelligence or intelligent automation to operational workflows. • Lean, Six Sigma or another process-improvement certification. • Master of Business Administration or another relevant advanced degree. CORE COMPETENCIES Analytical Rigor Validates information, identifies root causes and distinguishes meaningful trends from background noise. Strategic Thinking Connects daily operations to long-term business objectives, establishes financial targets and sequences work effectively. Leadership Presence Builds trust, communicates clearly, sets high standards and develops leaders who strengthen organizational performance. Ownership Accepts accountability for outcomes across the entire program, including areas influenced by cross-functional partners or external factors. Resident Focus Keeps the resident experience central to the design and execution of recovery, compliance and operational processes. Operational Discipline Converts strategic priorities into documented processes, clear ownership, measurable goals and repeatable results. FIRST-YEAR PRIORITIES • Meet or exceed collection goals while establishing documented strategies for the markets and account populations with the greatest remaining opportunity. • Maintain collection performance while holding credit loss at or below established targets. • Make default referrals more selective and intentional while reducing unnecessary legal expenses. • Establish a validated source of truth for aged default inventory, including clear identification of controllable and external root causes. • Implement a redesigned HCV workflow that includes automated intake, dedicated case ownership and improved governance. • Materially reduce subsidy discrepancies, payment delays and abatement exposure. • Launch and measure flexible payment options and differentiated collection strategies. • Ensure every executive-facing KPI has a documented methodology, accountable owner and corrective-action plan. • Establish operational scorecards and a monthly business review process within the first 90 days. • Strengthen the leadership team and establish succession coverage across each critical function. Our full-time employee benefits include: • A competitive compensation package, annual bonus, 401k match • Flexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day • Employer-paid benefits (medical, dental, vision, health savings account) • Professional career development and reimbursement • Up to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave • Backup childcare offered through Bright Horizons