Team Lead - Centralized Success

SUPERVISION RECEIVED: Reports directly to the Manager - Centralized Operations

SUPERVISION EXERCISED: Centralized Success Specialists, Centralized Application & Lease Specialists

ESSENTIAL FUNCTIONS:

1. Provide daily leadership, coaching, and mentorship to a team of Centralized Specialists responsible for sales, renewals, and application processing across a portfolio of communities. Foster a culture of accountability, collaboration, and service excellence.

2. Oversee the team's day-to-day execution of established processes, policies, and best practices to ensure accuracy, compliance, and consistency across all centralized functions.

3. Conduct regular one-on-one meetings and team huddles to review performance metrics, share updates, and reinforce expectations. Provide ongoing feedback, recognition, and guidance to support individual development and performance improvement.

4. Monitor individual and team Key Performance Indicators (KPIs), identifying trends and opportunities for improvement. Partner with the Manager - Centralized Operations to develop and execute action plans that drive goal achievement.

5. Ensure consistent and proper utilization of Funnel CRM in alignment with established standard operating procedures and best practices. Monitor team compliance, provide refresher training as needed, and partner with leadership to address system-related issues or opportunities.

6. Perform regular work audits to ensure process adherence and quality outcomes. Deliver targeted coaching and corrective action where needed to enhance results.

7. Partner closely with property operations leadership and internal stakeholders to maintain alignment, share updates, and ensure seamless coordination between centralized teams and on-site operations.

8. Conduct and lead meetings with area leadership to discuss feedback and opportunities for improvement.

9. Responsible for the onboarding, training, and integration of new team members, ensuring a strong understanding of systems, processes, and customer service standards.

10. Act as a subject matter expert and escalation point of contact for day-to-day questions or challenges within the centralized sales, renewals, and application workflows.

11. Reinforce adoption and understanding of new initiatives, technology enhancements, and process updates introduced by department leadership, ensuring the team executes changes effectively.

12. Maintain and communicate updates to team materials such as policy and procedure documents, training guides, and knowledge base resources.

13. Support reporting and performance tracking by maintaining accurate documentation of team results and providing timely updates to the Manager - Centralized Succes

14. Demonstrate professionalism, responsiveness, and commitment to delivering a best-in-class customer experience to both internal and external stakeholders.

15. Monitor, evaluate, and provide coaching based on customer survey feedback.

16. Oversee time and attendance management within UKG, ensuring accurate timecard approvals, compliance with company policies, and adequate coverage to maintain seamless centralized support operations.

17. Perform other duties as assigned or as necessary.

EDUCATION AND EXPERIENCE:

1. Bachelor's Degree or equivalent combination of education or experience required.

2. Minimum of 2 years sales and/or customer service experience is required.

3. Minimum of 2 years Property Management experience is required.

4. Experience in supervisory management is a plus.

5. Must have and maintain a valid driver's license unless otherwise noted.

Benefits Offered:

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Critical Illness Plan
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match

Salary Range:
* $82,000.00/yr. - $90,000.00/yr., depends on experience

Bonus Potential:
* Eligible for 12.5% annual bonus potential, based on personal and company performance

Anticipated Close Date: August 4, 2026

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.