Our Ability Jobs

The Team

We are seeking a Senior Manager, Owner Support Services to join American Tower’s U.S. Tower division’s Property Management organization. This organization maximizes and protects the value of the real estate portfolio, owns and streamlines relations with property owners, and ensures all properties operate smoothly. As the Senior Manager, you will oversee the receipt and triage of inbound property inquiries, provide basic support and issue resolution, and manage shared administrative support services for property-management teams. You will provide direction to a team managing all incoming inquiries, act as an escalation point for complex issues, and ensure exemplary customer relationship management.

What You Need to Succeed

• Bachelor’s degree or equivalent relevant experience required.

• A minimum of 8 years of experience in a customer service-related function required.

• Customer service management experience, including a track record of effectively working with cross-functional teams required.

• Telecommunications or real estate industry experience strongly preferred.

• Strong analytical skills and an ability to synthesize complex data and information.

• Strong organization, planning, and project management skills; ability to prioritize tasks for yourself and a team to meet requirements and deadlines.

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

• Strong leadership skills; ability to drive and motivate a team to achieve results.

What You Can Offer Us

• Oversee a team of inbound support specialists responsible for the intake and triage of all owner inquiries. Ensure the team is keenly focused on issue resolution and customer service, while managing volume and cycle time requirements.

• Provide administrative support for the property management organization including handling mail and gathering, managing, and executing various property related documents.

• Oversee the administration of the right of first refusal processes, including organizing documents, routing for approvals, notifying Property Managers, and escalating issues to Property Managers or negotiators when necessary.

• Manage individual owner notices related to property management and negotiations.

• Ensure compliance with all business and financial controls and adherence to related policies and procedures; serve as the lead on any internal audits and continuously institute measures to reduce financial risks.

• Establish and analyze key team performance metrics (case counts, cycle times, etc.); recommend needed process improvement and technology upgrades.

• Support vendor negotiations by reviewing invoices, administering payments, retrieving documents, addressing questions, and fulfilling data integrity requests.

• Identify opportunities to expand the role of Property Support Services to take on additional responsibilities from negotiators and Property Managers that can be efficiently executed in a centralized manner.

• Continuously look for opportunities to reduce inbound call volumes via self-service tools and proactive communication.

• Ensure team members have sufficient training and job aids available to both maximize first call closure rates and provide a consistent and favorable interaction with property owners.

• As a Senior Manager, you are responsible for the recruitment, performance management, and career development of team members. You’ll also be expected to cultivate a collaborative team dynamic that enables us to meet our business objectives.

• 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 : 1003