What are the responsibilities and job description for the Centralized Regional Manager - Nashville position at Elmington Living?
POSITION SUMMARY
Regional Manager - Nashville, TN
Elmington Living
At Elmington Living, we don't just manage properties — we build communities people are proud to call home. s the team behind 70 affordable and market-rate assets across the country, we've earned our reputation through relentless care, sharp execution, and an eye for detail that never quits, guided by People First, Always. Execution with Integrity. Excellence by Design.
The Centralized Regional Manager is responsible for the day-to-day leadership, performance, and execution of Elmington Living's Centralized Operations Department.
This role oversees centralized leasing, application processing, centralized collections, and centralized recertification operations, ensuring the department achieves productivity, quality, compliance, and performance goals while consistently delivering efficient, scalable support to Elmington communities.
The Centralized Regional Manager serves as the operational leader of the department and is accountable for workforce management, team development, KPI achievement, onboarding and training execution, operational compliance, and performance management. This role partners closely with the Vice President of Centralized Operations to ensure Centralized Operations continues to scale efficiently while delivering measurable business results.
The Centralized Regional Manager owns the outcomes of Centralized Operations through exceptional people leadership, operational execution, and performance management.
This role oversees centralized leasing, application processing, centralized collections, and centralized recertification operations, ensuring the department achieves productivity, quality, compliance, and performance goals while consistently delivering efficient, scalable support to Elmington communities.
The Centralized Regional Manager serves as the operational leader of the department and is accountable for workforce management, team development, KPI achievement, onboarding and training execution, operational compliance, and performance management. This role partners closely with the Vice President of Centralized Operations to ensure Centralized Operations continues to scale efficiently while delivering measurable business results.
The Centralized Regional Manager owns the outcomes of Centralized Operations through exceptional people leadership, operational execution, and performance management.
WHY YOU'LL LOVE WORKING HERE
- Competitive compensation that reflects the market and the impact of the role
- Medical, dental, and vision benefits starting the 1st of the month following your hire date — no long waiting period
- Company-provided life insurance, short-term disability, and long-term disability coverage
- 401(k) eligibility after 90 days, with company match
- Vacation, sick, and personal time accrual to help you recharge
- 10 paid holidays each year
KEY RESPONSIBILITIES
Operational Leadership amp; Performance
Operational Leadership amp; Performance
- Provide leadership and oversight for centralized leasing, application processing, collections, and recertification operations.
- Ensure departmental performance aligns with established service levels, operational goals, compliance expectations, and company objectives.
- Monitor productivity, workflow capacity, and service-level performance across all centralized functions.
- Develop and execute action plans for underperforming teams, workflows, or portfolios.
- Ensure consistent execution of company processes, workflows, and operational standards.
- Identify operational risks, bottlenecks, and performance gaps and proactively implement corrective actions.
Team Leadership amp; Talent Development
- Directly supervise, coach, and develop departmental managers and future operational leaders.
- Conduct regular one-on-one meetings focused on performance, development, accountability, and support.
- Foster a culture of ownership, professionalism, productivity, accountability, and continuous improvement.
- Partner with Human Resources and department leadership regarding performance documentation, employee relations matters, and talent management.
- Support succession planning, internal career development, and employee retention initiatives.
Workforce Planning amp; Resource Management
- Evaluate staffing levels, workload distribution, and resource allocation across all centralized functions.
- Ensure teams are appropriately staffed and scheduled to meet service expectations, volume needs, and growth objectives.
- Partner with the VP of Centralized Operations on hiring recommendations, workforce planning, and future departmental expansion.
- Manage scheduling strategies and coverage plans that support efficient high-volume operational execution.
Training amp; Operational Readiness
- Oversee onboarding execution and operational readiness for new hires and promoted team members.
- Ensure completion of required training, skill development expectations, and departmental readiness standards.
- Partner with operational subject-matter experts to improve training effectiveness, knowledge transfer, and employee ramp-up.
- Reinforce consistent use of approved processes, resources, and training materials across the department.
Performance Management amp; KPI Accountability
- Monitor, manage, and report on departmental key performance indicators.
- Analyze performance trends and identify opportunities to improve productivity, quality, customer experience, and operational effectiveness.
- Hold managers accountable for achieving established expectations and departmental goals.
- Provide regular performance updates and operational reporting to the Vice President of Centralized Operations.
- Use data-driven decision-making to improve outcomes and prioritize corrective action.
- Cross-Functional Partnership
- Partner with Regional Managers, Community Directors, Compliance, Legal, Asset Management, Technology, and other corporate partners.
- Ensure strong communication and alignment between Centralized Operations and onsite operations teams.
- Support operational initiatives that improve portfolio performance, occupancy, cash flow, recertification compliance, and resident experience.
- Serve as an escalation point for complex operational issues requiring centralized leadership support.
PRIMARY SUCCESS METRICS
Leasing Performance
Leasing Performance
- Leasing goal achievement
- Application-to-move-in conversion rates
- Application processing timelines
- Occupancy support performance
Collections Performance
- Delinquency reduction
- Collections effectiveness
- Subsidy collections effectiveness
- A/R aging performance
Recertification Performance
- On-time recertification completion rates
- Compliance accuracy
- Audit readiness
- Team productivity metrics
- Workflow efficiency
- Service level achievement
- Operational quality standards
- Employee retention
- Internal promotions and development
- Employee engagement
- Team performance improvement
QUALIFICATIONS amp; REQUIREMENTS
- High school diploma or equivalent required; bachelor's degree preferred.
- Five or more years of leadership experience in property management, centralized operations, contact center operations, shared services, compliance operations, or a related field.
- Experience leading managers and high-volume operational teams.
- Experience using productivity metrics and performance-based management practices.
- Demonstrated success developing teams, improving operational outcomes, and driving accountability.
- Experience working within property management software platforms, CRMs, reporting systems, and operational dashboards.
- Strong proficiency with Microsoft Office Suite and reporting tools.
- Ability to analyze operational data and translate trends into action plans.
CORE COMPETENCIES
- Process Leadership: Ability to drive consistent execution across multiple functions while maintaining quality and compliance standards.
- Productivity Management: Ability to maximize output, efficiency, and effectiveness while maintaining service expectations.
- Workforce Leadership: Ability to coach, develop, motivate, and retain high-performing teams.
- Data-Driven Decision Making: Ability to interpret operational data and convert insights into action.
- Operational Problem Solving: Ability to identify constraints, remove barriers, and implement scalable solutions.
- Change Management: Ability to successfully implement operational initiatives and process improvements.
- Cross-Functional Collaboration: Ability to build productive partnerships across departments and organizational levels.
- Performance Coaching: Ability to drive sustainable performance improvements through accountability and development.
WORK ENVIRONMENT amp; PHYSICAL REQUIREMENTS
- This position is based at Elmington Living's corporate office / centralized operations environment.
- Centralized Operations operates seven days a week between 7:00 AM and 8:00 PM CST; some flexibility may be needed to support department operations, team check-ins, peak volume periods, or urgent business needs.
- Frequently sits, stands, walks, talks, hears, and uses hands or fingers to operate a computer and other office tools.
- Occasionally required to climb or balance, stoop, kneel, crouch, crawl, and lift or move up to 25 pounds.
- Vision abilities include close vision, distance vision, peripheral vision, and the ability to adjust focus.
- The noise level in the work environment is usually moderate.
- Must be willing to travel up to 10% of the time annually.
JOIN US
At Elmington Living, we're redefining what property management can look like — and we're looking for leaders ready to help us raise the bar. With 70 communities across the U.S. and a fast-growing presence rooted in Nashville, our work is driven by heart, hustle, and an unwavering commitment to doing things the right way. If you're ready to bring your experience, energy, and leadership to a company built on People First, Always. Execution with Integrity. Excellence by Design. — we'd love to meet you.
EQUAL EMPLOYMENT OPPORTUNITY
Elmington Living is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Elmington Living makes hiring decisions based solely on qualifications, merit, and business needs at the time.