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The Team

We are seeking a Manager, Owner Support Services to join the company’s U.S. Tower division’s Property Management organization. The organization maximizes and protects the value of the real estate portfolio, owns and streamlines relations with property owners, and ensures all properties operate smoothly. Day to day you will manage a team responsible for the intake, triage, and at times, resolution of all property owner inquiries received by the organization. You will manage the team’s workloads, priorities, and escalations, ensuring expectations are met, objectives are achieved, and exceptional customer service is provided in each interaction. As a Manager, Owner Support Service you will partner with cross-functional teams that support the Company’s real estate interests, measure performance, and drive efficiencies through process improvement and standardization with your team.

What You Need to Succeed

+ Bachelor’s degree or equivalent work experience required, with a concentration in Business or Real Estate, preferred.

+ A minimum of 6 years of telecommunication industry, call center, real estate, or related experience required.

+ A minimum of 3 years of management experience strongly preferred.

+ Proficiency in managing and reporting on large data sets with MS Office applications or other software.

+ Proficiency in Salesforce systems, system development, reporting, and dashboards.

+ Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.

+ Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.

+ Strong organizational skills; ability to accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast-paced environment.

What You Can Offer Us

+ Ensure the entirety of your direct team delivers excellent customer service to the property owner throughout the entire life cycle of the interaction, coaching team members where necessary.

+ Drive efficiencies by leveraging data to identify business trends that could negatively impact the property owner’s experience; design and implement high-quality solutions that work to exceed the needs of the customer.

+ Establish and analyze key metrics for team performance, identify technological needs and partner with the Data & Digital Solutions internal team to build scalable solutions.

+ Manage and lead a team, including establishing a clear vision for the group, managing individual contributors’ performance, developing talent, helping to balance workloads, and serving as an escalation point when needed.

+ Own the recruiting efforts of your team, ensuring incoming hires meet the requirements and skillsets needed to help the team deliver on the organization’s goals and objectives.

+ Establish efficient processes, built for scale, that help your direct team deliver against organizational objectives.

+ Provide support to cross-functional partners and external parties to solve problems and ensure a smooth transaction process.

+ Other duties as assigned.

American Tower is a global digital infrastructure company serving customers through tower sites and other real estate solutions that support connectivity and opportunity, focused on achieving our vision of Building a More Connected World. Our success is rooted in the potential of our people and the power of local teams at our offices and sites across 25 countries.

We are one of the largest global Real Estate Investment Trusts (REITs) and a publicly traded (NYSE:AMT), Fortune 500 Company headquartered in Boston, Massachusetts. The next decade will be an exciting time as we evolve our infrastructure to meet tomorrow’s needs and position our people to elevate their impact, their potential, and our shared success. Come grow your career with us!

For more information about how American Tower is building a more connected world, visit americantower.com.

American Tower is proud to be an equal opportunity employer and will not discriminate against an applicant or employee based on age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, disability, military or veteran status, genetic information, pregnancy, reproductive decisions, or any other characteristic protected under applicable law.

**Requisition ID** : 1602