Vice President, Customer Support Operations

Position Type:

State:

Virginia

City:

Virgina Beach

Zip Code:

23452

Overview

AvalonBay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we’ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term.

Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.

The Role

Based in Virginia Beach, the VP of Customer Support Operations will provide strategic leadership and direction for AvalonBay’s Customer Support Operations (CSO) team. This role will oversee multiple operational functions—including customer service, loss mitigation, SODA, operations support, and collections—to ensure the highest level of service is delivered to residents.

The VP will drive continuous improvement, develop and implement short-term and long-term operational strategies, and optimize business results while maintaining compliance with all regulations. This role also requires cross-functional collaboration with Residential Services, Legal, Operations Initiatives, and corporate teams to align business objectives and enhance customer experience.

Key Responsibilities:

Operational Leadership & Strategy:

Lead and manage the customer service, loss mitigation, operations support, and collections teams, fostering a high-performance, accountable, and collaborative culture.
Oversee call center operations across multiple locations, including remote teams.

Process Optimization & Cost Efficiency:

Develop and execute shared services strategy, staffing plans, and budgets aligned with organizational goals.
Identify opportunities for growth, process improvements, and cost savings while maintaining high service levels.

Performance Monitoring & Continuous Improvement:

Track and analyze key business metrics, customer feedback, and performance reports to identify areas for operational enhancements.
Implement process improvements to enhance efficiency, effectiveness, and service delivery.

Corporate Initiatives & Digital Transformation:

Lead, co-lead, or participate in special projects and digital transformation initiatives to modernize customer support functions.

Regulatory Compliance & Audit Adherence:

Ensure departmental procedures comply with all Federal and State laws, SOX regulations, and internal audit requirements.

Technology & Infrastructure Management:

Serve as the business owner for Call Center technologies, partnering with IT to enhance technology infrastructure, including hardware, software, and telephone.

Qualifications & Experience

Education:

Bachelor’s degree in Business Administration or a related field.

Experience:

Minimum 10 years of relevant work experience, with 7+ years in a management role within a shared services or call center environment.

Skills & Competencies:

Strong customer service focus with a results-driven mindset.
Expertise in call center operations, collections, and loss mitigation.
Solid leadership, relationship management, and communication skills.
Proven ability to manage budgets, optimize processes, and drive cost efficiency.
Strong analytical and problem-solving abilities.
Experience leading corporate initiatives and cross-functional collaboration.
Familiarity with technology solutions for customer service and call centers.
Ability to work independently and proactively seek continuous improvement opportunities.

Work Environment:

Standard office environment with up to 25% travel required.

How AvalonBay Supports You

We know that our teams are the beating heart of our success and we’re committed to showing our appreciation.

We offer:

Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more. Click on Benefits (https://jobs.avalonbay.com/benefits) for information.

Growth based on achievement and promotion from within.

Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization – including destination awards, ‘AvalonBay’s Very Best’ recognition program and others!).

A 20% discount on our incredible apartment homes.

A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.

Additional Info

AvalonBay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment.  We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.

AvalonBay makes employment decisions without regard to a person’s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice (https://www.avaloncommunities.com/california-personnel-privacy-notice/)

Vice President

Customer Support Operations

AvalonBay Communities

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