Director, Account Management Operations

The Director, Account Management Operations provides enterprise-level leadership across PAM and FAM, overseeing Resident Billing services and Utility Expense Management services. This role owns service delivery strategy, escalation governance, and quality outcomes, and oversees a U.S.-based escalation and quality function.

Responsibilities

• Provide executive leadership over PAM and FAM, including managers, and individual contributors
• Define and execute the account management operating strategy aligned to business and client outcomes
• Own escalation governance and oversee a U.S.-based escalation and quality team
• Establish and enforce quality, SLA, and performance standards across PAM and FAM
• Drive enterprise-level root-cause analysis, defect reduction, and prevention initiatives Partner with Product, Technology, AP, Bill Pay, and Operations leaders to resolve systemic issue...