Progress Residential®

General

• Serve as a supportive, responsive partner to residents navigating the Housing Choice Voucher (HCV) process, ensuring clarity, guidance, and compassionate communication throughout their journey.
• Proactively engage with residents to anticipate needs, remove barriers, and promote a smooth transition from application through move in and beyond.
• Maintain a resident first approach by ensuring timely follow-up, clear explanations of requirements, and proactive updates during key milestones.
• Own the full RTA lifecycle from packet preparation through approval, delivering accurate, complete, and timely submissions.
• Communicate with residents to ensure they understand RTA requirements, documentation needs, and next steps
• Partner with Housing Authorities and local market teams to address questions or discrepancies quickly and professionally.
• Track and manage all RTA and inspection milestones to minimize delays and reduce friction for both families and local market operations.
• Anticipate potential issues and resolve them proactively, always centering the resident experience and promoting seamless move in processes.
• Maintain strong professional relationships with Housing Authorities, market teams, and internal partners to ensure alignment, timely communication, and a positive experience for residents.
• Leverage a deep understanding of varying Housing Authority processes to guide residents effectively and streamline timelines across markets.
• Schedule and coordinate all required inspections, working closely with market teams to ensure homes are accessible, ready, and clearly communicated to residents.
• Track, monitor, and confirm inspection completion, ensuring deadlines are met and any required re-inspections are prepared proactively.
• Support residents by explaining inspection expectations and helping set transparent, supportive timelines.
• Maintain zero abatement performance by ensuring repair needs are addressed quickly, thoughtfully, and with resident stability top of mind.
• Follow up promptly on deficiency items and coordinate with market teams to ensure repairs are completed and verified.
• Monitor resident ledgers and Housing Authority payments to maintain accurate account status and ensure residents remain in good standing.
• Keep thorough, organized records of all RTA packets, inspection documents, contracts, and HA correspondence.

Resident Engagement Specialist

Client Partner

• Ensure the timely and accurate delivery of critical financial and operational reporting for investors, lenders, and management.
• Manage offshore staff and collaborate closely with India based functional teams through regular cross time zone engagement to ensure alignment, facilitate knowledge transfer, and maintain operational continuity.
• Maintain and enhance reporting models while serving as the strategic owner of enterprise reporting, ensuring reporting outputs are reliable, consistent, fully auditable, and traceable to source data.
• Prepare investor, lender, and management reporting packages that are clear, accurate, and aligned with established reporting definitions, policies, and governance standards.
• Establish and maintain standardized KPI definitions and reporting logic across enterprise systems, including HEX, Snowflake, Yardi, and Salesforce, while partnering with cross functional teams to ensure consistent interpretation and application of reporting metrics.
• Partner with Data Engineering and Data Integration teams to provide finance domain expertise on data models, schemas, and system implementations.
• Leverage strong SQL skills to write and troubleshoot complex queries that support financial reporting, analysis, and data validation.
• Identify, diagnose, and resolve data quality and infrastructure issues while developing automated reporting solutions that enable scalable self service analytics.
• Lead consolidated monthly reporting across all funds by integrating financial and operational results into a comprehensive executive reporting package.
• Support Capital Markets, Asset Management, Business Development, and Portfolio Management by delivering tailored analytics, reporting solutions, and operational insights that support strategic decision making across entities.
• Drive continuous improvement by identifying opportunities to automate reporting processes, strengthen reporting governance, and improve efficiency across financial and operational reporting.
• Lead and participate in departmental projects and perform ad hoc analyses as assigned.

Manager, Client Reporting

General Counsel

• Monitor, track, and synthesize proposed and enacted federal, state, and local laws, regulations, agency guidance, and enforcement trends in a timely manner, highlighting implications for business operations.
• Conduct legal research across multiple jurisdictions and translate findings into clear, practical resources, guidance, and training materials for internal stakeholders.
• Develop concise reports, dashboards, and communications that provide visibility into legal developments, compliance initiatives, implementation progress, and key risk areas.
• Partner with Legal and Compliance colleagues to assess the applicability of laws and regulations to business processes, operational workflows, and third-party vendor activities.
• Other duties as assigned.

Compliance & Regulatory Counsel

Instructor

• Supports Talent Development initiatives in partnership with the Workforce Development Managers and Learning Program Managers to:
• Create specific training content aligned with training best practices.
• Support the apprenticeship or entry-level technician program(s) and field trainers to ensure the training meets the needs of the business.
• Develop strong relationships with leading technical schools and colleges across the US to increase the knowledge, skills and abilities of the next generation and build talent pipelines.
• Provide interview, hiring and onboarding support for regional markets to increase throughput.
• Identify and implement nationally recognized skill-based curriculums to facilitate the growth and development of front-line employees.
• Evaluate current training programs and skills throughout the front-line population and suggest modifications that enhance the learners' performance as well as the learning experience and skills advancement.
• Test various learning technologies and solutions to improve learning engagement, development of talent, retention, and behavior change.
• Test processes to gather learning data, analyze and communicate training effectiveness and impact.

Technical Trade Skills Instructor – HVAC, Construction, Maintenance

Director

• Monitor and analyze state and local legislative and regulatory proposals affecting Progress and/or the SFR industry.
• Assess the potential impact of proposed policies on Progress, the SFR industry, and customers, and elevate risks early.
• Develop and implement advocacy strategies and policy positions in coordination with the Vice President of Government Affairs.
• Collaborate closely with internal teams and external consultants to ensure consistent, effective advocacy.
• Establish and maintain strong working relationships with legislators, policymakers, regulators, and government staff.
• Educate and persuade key decision-makers regarding the SFR industry’s role, concerns, and economic contributions.
• Support efforts to influence the development, modification, and implementation of laws and regulations affecting Progress.
• Advocate for policies that promote fair competition, economic growth, and operational stability.
• Cultivate relationships with industry leaders, member companies, and relevant advocacy organizations.
• Coordinate with other lobbyists and stakeholders to form alliances and coalitions in support of shared policy objectives.
• Represent Progress in industry meetings, conferences, and public forums as directed.
• Prepare senior leadership and market teams for meetings with government officials and regulatory agencies.
• Serve as a reliable surrogate for the Vice President of Government Affairs when appropriate.

Director of Government Relations

• Oversee daily operations of the centralized Intake and Triage team responsible for reviewing and processing resident service requests.
• Ensure work orders are accurately evaluated, prioritized, and routed based on established service protocols and operational guidelines.
• Drive consistency in intake workflows and triage decision-making across the organization.
• Monitor intake volume trends and adjust team workflows to maintain service responsiveness and operational efficiency.
• Ensure service requests are scheduled directly when appropriate and within defined operational parameters.
• Oversee reassignment of work orders to local market Service teams when additional review, field coordination, or specialized support is required.
• Ensure work orders are routed accurately and efficiently to minimize delays and improve service execution.
• Partner with market leaders to address workflow gaps impacting scheduling effectiveness or work order resolution.
• Monitor team performance metrics including intake responsiveness, scheduling timelines, routing accuracy, and work order throughput.
• Identify operational bottlenecks and implement process improvements to improve efficiency and resident experience.
• Develop and maintain standardized triage procedures and escalation protocols.
• Support continuous improvement initiatives focused on workflow optimization and service delivery consistency.
• Lead, coach, and develop Intake and Triage team members to ensure strong performance and operational consistency.
• Establish clear performance expectations and provide regular feedback and development support.
• Ensure team members are trained on service processes, systems, and triage standards.
• Promote a customer-focused culture centered on responsiveness, accuracy, and accountability.
• Partner with market Service teams, coordination teams, and enterprise operations partners to ensure alignment on service workflows and priorities.
• Collaborate with operational leaders to resolve recurring intake or routing challenges.
• Provide feedback and operational insights to support broader service process improvements.
• Support enterprise initiatives aimed at improving service delivery and resident satisfaction.
• Provide regular reporting on intake volume, scheduling performance, routing trends, and operational effectiveness.
• Monitor KPIs related to response times, scheduling conversion rates, reassignment trends, and workflow efficiency.
• Ensure accountability to established service standards and operational performance expectations.
• Identify opportunities to improve resident experience through enhanced intake and triage operations.

Director, Intake and Triage

Manager

• Screening all newly created resident service request for proper categorization, priority, warranty status/capture, repeat issue identification/escalation, resident chargeback likelihood, remote resolution opportunity and assigning to preferred resource for completion
• Execute a pre-assignment vetting strategy to drive consistent and satisfactory outcome of resident service request, while lowering service cost and raising resident satisfaction
• Review and recategorize all newly created service requests for historical service date, potential warranty asset, technical trade accuracy and validity before assignment
• Use technical expertise to provide technical based opinions to Service Directors (SD) and Regional Service Directors (RSD) for approval of specific service requests as needed
• Updates and maintains scheduling database with current information; and researches, recommends, and implements technology and process improvements to reduce overall costs
• Consult residents and provide technical assistance to gain agreement for residents to complete service request items that are resident responsibility remotely without cost to Progress Residential
• Enhances relationships and networks with internal/external partners who are not familiar with the subject matter often requiring explanation and persuasion
• Approve for commencement and assign all not started service requests for completion
• Manage and facilitate service activities with managers, team members and local market members
• Review vacant home service request for proper categorization and priority for assignment prior to any pre-leased move in dates
• Collaborate with team members to effectively process service requests to reduce costs and enhance the resident’s experience
• Complete all assigned service task and data research projects in a timely professional manner within the assigned guidelines and parameters
• Comply with all Company applicable policies and health and safety rules and regulations

Service Technical Case Manager

Onboarding Specialist

• Conduct vendor sourcing and onboarding, provide introductory training and process administrative updates to vendor information.
• Conduct high volume of prospective vendor screens and intake interviews as part of the sourcing strategy.
• Collaborate with Renovation, Turns, Service teams to ensure overall vendor sourcing and onboarding requests are completed.
• Issue Master Service Agreements and negotiate redline requests from vendors prior to submitting to Legal for approval.
• Maintain Vendor profile in Salesforce and provide weekly reporting to leadership identifying process status.
• Utilize score carding, metrics and reporting to suggest improvements in vendor onboarding.
• Perform ad-hoc projects and other duties as request.

Vendor Onboarding Specialist

Customer Retention Specialist

• Builds rapport with residents and manages all communication flow related to lease renewals
• Meets and/or exceeds daily, weekly, and monthly renewal performance and measures
• Coordinates the timely completion of all lease renewals for review by the Lease processing team
• Effectively communicates the lease renewal process, month to month, and lease renewal status with residents
• Has a thorough and detailed understanding of Progress Residential lease renewal process
• Represents the company to current residents and others in a courteous and professional manner – always putting customer service first
• Has a strong understanding of Progress Residential lease agreements and can accurately explain them to existing residents in a user-friendly manner
• Understands customer needs and requirements.