At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

The Vice President of Contact Center Operations, will provide strategic leadership for Cortland’s three contact centers of excellence, focusing on prospect lead nurturing, lease application screening, and resident services. This role is pivotal in optimizing service delivery, enhancing operational efficiencies, and driving results that align with Cortland's growth objectives. The VP will lead efforts to improve the prospect and resident experience while ensuring operational excellence and continuous improvement.

The position oversees contact centers comprising over 200 associates in Atlanta and 25 associates in Dallas, TX. The three contact center groups include:

• The Leasing Hub: The first interaction for prospects, nurturing leads until an appointment and tour are completed.
• Screening and Applications: Handles leasing application processes, applicant decisioning, and move-in communication.
• Resident Services: Manages resident inquiries and lease renewal processes.

This is a high-impact leadership role requiring vision, strategic acumen, and the ability to implement state-of-the-art practices and technologies to enhance customer experiences and drive efficiency.

The VP will set operational goals, foster collaboration with stakeholders, and oversee the onboarding, training, and performance of the contact center team. Balancing customer-facing and administrative responsibilities, this role ensures efficiency and satisfaction across all interactions while upholding Cortland’s core values and adhering to Fair Housing regulations.

This position reports to the Executive Vice President of Revenue Operations

• Strategic Leadership: Define and implement a forward-looking strategy for contact center operations, aligning with organizational objectives.
• Performance Management: Monitor and analyze key performance indicators (KPIs) to drive performance improvements and achieve operational excellence.
• Team Development: Lead, mentor, and develop a high-performing team of contact center managers and staff. Foster a culture of engagement, accountability, and continuous learning.
• Talent Management: Train and manage Resident Services and Leasing management and front-line staff.
• Process Improvement: Identify opportunities for process optimization and implement best practices to enhance operational efficiency and customer satisfaction.
• Budget Management: Develop and manage the contact center budget, ensuring cost-effective operations while maintaining service quality.
• Customer Experience: Champion a customer-centric culture and implement initiatives to enhance the overall customer experience.
• Technology Integration: Oversee the implementation of new technologies and systems to improve contact center operations, including CRM systems, telephony stack, automation through artificial intelligence applications, and analytics tools.
• Collaboration: Work closely with cross-functional teams, including operations, talent, sales, marketing, and IT, to ensure seamless service delivery and support organizational goals.
• Reporting and Analysis: Prepare and present regular reports on contact center performance, trends, and initiatives to senior management and stakeholders.
• Change Management: Leads the change management efforts for implementing operational, process, and technology changes to improve overall delivery of customer service.

• Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA preferred
• 10+ years of experience in contact center operations, with at least 5 years in a leadership role.
• Proven track record of driving performance improvements and achieving operational goals
• Strong analytical and problem-solving skills, with the ability to leverage data for decision-making
• Excellent leadership and interpersonal skills, with a focus on team development and collaboration
• Experience with contact center technologies and CRM systems
• Ability to thrive in a fast-paced, dynamic environment
• Experience in the multifamily industry preferred
• Flexibility to work weekends and or/extended hours as needed
• Experience managing teams of 100 plus associates

At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.

Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email talentresources@cortland.com or call 404.965.3988. Cortland is a drug-free workplace. Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.