Director of Centralized Services

Founded in 1978 by Lucy and Henry Billingsley, the organization expertly builds, owns, and manages its properties, ensuring long-term client, resident, and partner return. Specializing in master-planned developments and principles of new urbanism, each Billingsley property signifies technology, convenience, and a vast array of amenities aimed to attract and retain tenants, residents, visitors, and employees. These amenities include art, sculpture, parks, trails, and outdoor public spaces.

With over 5,000 acres in DFW, Billingsley has built 5 million SF of Commercial space, 550,000 SF of Retail, 9 million SF of Industrial, and over 10,000 units of Multi-Family.

The Director of Centralized Services leads and continuously improves Billingsley’s centralized multifamily service operations that support the resident lifecycle. This role oversees delinquency management, collections, eviction processing, resident account administration, application processing, lease and renewal execution, utility billing oversight, final account statements, and centralized customer follow-up.

The position is operationally focused on execution, accuracy, consistency, and scalability. The Director partners cross-functionally to ensure alignment and visibility while maintaining ownership of centralized processes, standards, and outcomes.

Delinquency, Collections & Revenue Protection

• 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

Eviction Processing & Management

• 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

Resident Account Management & Final Account Statements

• 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

Utility Billing Oversight

• Oversee centralized review of resident utility rebilling
• Monitor accuracy, posting timeliness, and issue resolution
• Identify recurring issues and drive corrective improvements

Application Processing & Approvals

• Oversee centralized application processing, screening review, and approvals
• Ensure consistent application of criteria, documentation standards, and turnaround times

Lease Packet & Renewal Execution

• 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

Third-Party Vendor Management

• 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

Customer Communication & Follow-Up

• 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

Qualifications

• 7–10 years of progressive multifamily leadership experience
• Experience overseeing delinquency, collections, evictions, leasing administration, and resident accounts
• Strong operational execution and process management capability
• Experience managing third-party vendors and compliance-driven workflows
• Working knowledge of multifamily PMS software (e.g., Real Page One Site or similar platforms)
• Bachelor’s degree in Business, Operations, or related field preferred