AvalonBay Communities

  • Vice President, Customer Support Operations

    Posted Date 1 week ago(5/14/2018 6:40 PM)
    Job ID
    Experience (Years)
    US-VA-Virginia Beach
    Customer Service
    Position Type
    Full Time
    Job Type
  • Overview

    AvalonBay Communities is proud to be named one of Glassdoor's 100 Best Places to Work in 2018. 


    AvalonBay Communities, Inc., a current member of the S&P 500, is one of the nation’s leading Real Estate Investment Trusts (REIT’s), in the business of developing, redeveloping, acquiring and managing quality apartment communities.  We currently own and operate approximately 80,000 apartment homes in the US and employ approximately 3,000 associates.  We are currently searching for a strong Vice President of Customer Support Operations to oversee and manage several areas of our shared services operations center located in Virginia Beach, Virginia which employs 175 employees. 


    The VP Customer Support Operations provides the strategic direction and expertise to AvalonBay’s Customer Support Operations (CSO) team.  This position oversees CSO operations (including customer service, loss mitigation, operations support and collections) to ensure that the highest level of customer service is provided to AvalonBay’s residents.  The position creates and implements short-term and long-term strategies for continuous improvement in CSO operations. 


    This position will be responsible for the following:

    • Leads and manages the CSO team, which includes customer service, loss mitigation, operations support and collections.
    • Directs all shared service strategy, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods within the CSO team.
    • Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations (for example, resource tracking, scheduling and interactive voice response technology).
    • Monitors key business and process metrics and report to senior management.
    • Works with senior management and direct reports to establish and implement strategic plans, initiatives, and service level agreements.
    •  Ensuring departmental procedures strictly comply with all Federal and State laws and regulations and internal audits (SOX).
    •  Serves as the business owner for Call Center technologies. Partners with IT to enhance technology infrastructure, including the hardware, software, and telephony required.
    • Leads special projects and corporate initiatives.


    Qualified applicants will possess:

    • A strong customer service focus.
    • Minimum 7+ years of management experience in a shared services or call center environment preferred.
    • A strong knowledge and understanding of internal controls related to computer and accounting systems.
    • Strong management and leadership skills.  Demonstrated ability to work with a team.
    • The ability to manage resources, both internal and external.
    • Outstanding analytical skills.
    • Bachelor’s degree or higher (business concentration is preferred).
    • Excellent communication and presentation skills.


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