Team Lead - Centralized Renewals

UDR, Inc. is now hiring a Team Lead - Centralized Renewals to join our team at our corporate office in Highlands Ranch.

GENERAL SUMMARY OF DUTIES: Oversee training, coaching and development of Centralized Renewals Specialists. Contribute to the actualization of Centralized Renewals Team goals and performance metrics. Provide weekly reporting to senior management. Accountable for building rapport with key stakeholders in property operations. Responsible for streamlining processes and implementing innovative solutions.

SUPERVISION RECEIVED: Reports directly to the Manager - Centralized Renewals

SUPERVISION EXERCISED: Centralized Renewals Specialist

ESSENTIAL FUNCTIONS:

1. Provide daily coaching, mentorship, training, and development to Centralized Renewal Specialists. Assist with the recruiting, interviewing, and hiring of new team members.

2. Supervise direct reports in accordance with overall policy.

3. Monitor staff performance including performance reviews and address performance problems through corrective action and dismissal.

4. Approve time records and requests for time off.

5. Create, monitor, and publish Centralized Renewals Team KPI's, renewals, market retention metrics, and missed opportunities on a weekly basis in accordance with the best practices and procedures. Report key market trends to your senior management and field management on a weekly cadence.

6. Verify that residents with active renewal offers are effectively managed by the Centralized Renewals Specialists, ensuring quality and accurate communication. Lead Centralized Renewal Specialists in converting to-be-determined (TBD) or notice-to-vacate (NTV) residents to renewals.

7. Lead the strategic direction of the Centralized Renewals team with key focus on communities struggling with occupancy, outstanding renewal TBD's, rent growth goals and/or personnel challenges. Contribute to the actualization of hitting regional goals.

8. Complete monthly Sugar CRM and Onesite audits for assigned portfolio providing renewals sales coaching or focuses, as necessary.

9. On-board new properties into the Centralized Renewals program adhering to the platform roll out schedule. Create a smooth transition plan as we begin support and monitor overall performance of the communities to ensure goals are being met.

10. Manage the training and transition plans as we add new programs and initiatives to the Centralized Renewals team's operations like automated email marketing, text and email blasts and SUGAR CRM..

11. Establish rapport with Regional Managers, Community Directors, Resident Services Managers and Pricing across diverse asset levels and geographic regions. Facilitate a culture of cross-collaboration between the corporate Centralized Renewals team and the on-site property teams.

12. Conduct property focus calls as needed with Regional Management, Community Directors Resident Services Managers, and/or Pricing to discuss strategies for renewal retention, process improvements, on-going performance wins and opportunities. Participate in pricing and marketing planning discussions providing insight into resident feedback and renewal trends.

13. Lead team meetings and individual 1-on-1's to discuss changes to department best practices and procedures or to present learning opportunities to the team or individual.

14. Maintain and update the Sales and Revenue Master Tracker, Best Practices and Procedures documents, as well as the onboarding power point presentation as changes or additions to the team or department are made.

15. Partner with the Corporate IT Group to continue to build Centralized Renewals Dashboard Reporting as business needs dictate - inclusive of: NTV and TBD reporting. Accountable for the completion of various short or longer temporary projects as assigned, i.e., special reports or audits, process improvement projects, centralized renewals for a small portfolio or new acquisition or to contribute with a special blast mailing.

16. Lead towards achievement of required weekly and monthly centralized renewal metrics as outlined in the Policy and Procedures AND Big Rules and Best Practices, while balancing other assigned projects.

17. Provide exemplary customer service to both current residents, as well as the on-site teams. Balance the needs of internal and external customers, your CR Team included.

18. Identify strategic opportunities for department growth and innovation.

19. Perform other duties as assigned or as necessary.

PERFORMANCE REQUIREMENTS:

• Knowledge of organizational policies and procedures. Ability to apply policies and procedures to solve everyday issues. Knowledge of basic office practices and procedures.
• Meticulous organizational skills required. A self-starter and team player, with excellent follow through. Must be nimble, learn quickly, and be capable of clearly conveying the value proposition in leasing/renewing. Must display a keen ability to balance the needs of internal and external customers. People-oriented; capable of relating to and communicating with diverse personalities. Bring an entrepreneurial, 'can-do' attitude to the table on a daily basis.
• Knowledge of principles and methods for selling and promoting apartment properties. Must know and follow the Fair Housing laws. Demonstrated knowledge and familiarity with community and rental property operations. Ability to effectively present information. Ability to travel domestically to Company properties, as Management dictates. Capable of flexibility in office space including mobile office tools such as: a laptop computer, a tablet, and a mobile phone. Ability to complete and apply all the provided training.
• Ability to exercise initiative, problem-solving, and decision-making skills. Ability to establish priorities and coordinating work activities. A person who performs best in a deadline-sensitive environment.
• Ability to motivate, develop, and direct people as they work, identifying the best people for the job. Ability to apply the principles and practices of work leadership and management. Builds effective teams, communicates objectives and expectations, and motivates consistent high performance in others.
• Must demonstrate excellent reading comprehension and written composition skills. Proven exceptional communication skills, both written and verbal. Polished interpersonal skills. Ability to work in an autonomous, self-directed environment. Ability to work in conjunction with Company managers, prospective residents, residents, and associates.
• Demonstrated proficiency in the use of the internet and internet searches. Must be skilled in word processing, drafting correspondence, and memoranda. Attention to details, and proficiency with MS Office software applications required such as Microsoft Office, Word, and Excel (i.e., utilizing SharePoint and/or TEAMS as well as text and email blasts). Must also be skilled in managing OneSite and the entire renewal process.

TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, some bending, stooping, and stretching. Occasionally lifting items weighing up to 30 pounds. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Regular and consistent attendance on the job is an essential function.

TYPICAL WORKING CONDITIONS: Normal office environment. Occasional evening or weekend work. Occasional travel to UDR communities.

EDUCATION AND EXPERIENCE:

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

2. Minimum of five years' demonstrated sales &/or customer service experience is preferred.

3. Minimum of two years' supervisory management experience is preferred.

4. Customer relationship development experience is required.

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
• Voluntary Cancer Insurance
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match

Salary Range:
* $70,000.00/yr. - $80,000.00/yr., depends on experience

Bonus Potential:
* Eligible for 20-35% annual bonus potential, based on personal and company performance

Anticipated Close Date: July 8, 2025

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.