Associate Director of Fulfillment

Fulfillment-Utility Billing

Lehi, UT

Job Description: 

As an Associate Director you will be responsible to oversee the operations of the ResidentUtility, Utility Expense Management and Invoice Processing products.  You will manage a team and ensure that their daily tasks are being completed in an accurate and timely manner.  You will be responsible to ensure your team is meeting monthly metrics and KPI’s, while working to improve processes.  Strategically coordinating with other teams and departments to deliver the best client experience with the utility suite of products will be your key driver for success.


Job Responsibilities:

Personnel and Team Management

  • Engage with team members to discuss performance, provide coaching and maintain team goals

  • Engage in the employee life cycle of team members including hiring, training, developing, coaching, and taking disciplinary action if/when necessary

  • Educate and assist team members with processes, procedures, client workload and client communication


Metrics, Goals and KPI’s

  • Hold team members accountable for team-specific goals and metrics

  • Manage the team’s workload to consistently meet department metrics and KPIs

  • Understand and review department and company metrics and KPI’s to ensure your team is consistently meeting and/or exceeding these goals


Product Knowledge

  • Maintain expert level knowledge of the RU, UEM and IP products and systems 

  • Identify and improve internal deficiencies with Product and Development teams

  • Create new workflows as needed, and monitor and maintain existing workflows 

  • Incorporate opportunities across the department to gain efficiencies, automate processes, and mature the service offering


Customer Interaction

  • Act as the first point of contact for customer escalations related to team members or concerns over the service provided

  • Collaborate with Implementation Consultants, Utility Service Managers, Customer Success Managers, and other involved parties to ensure client needs are met

  • Manage a portfolio of clients, complete all assigned tasks for those clients, as needed


Desired Qualifications:

  • Strong sense of leadership and accountability; ability to lead, train and develop team members

  • Basic understanding of provider billing, legal processes and industry best practices

  • Basic understanding of general accounting practices

  • Ability to deliver quality results with strict deadlines

  • Ability to evaluate processes and find areas for improvement

  • Excellent communication skills, both verbal and written

  • Excellent problem-solving skills and attention to detail

  • Self-motivated without supervision; a healthy desire to constantly succeed

  • Organizational skills needed to balance workload and team management to achieve optimal results

  • Basic computer skills and experience with Office products, specifically Microsoft Excel

  • Property management experience is a plus


  • Medical, Dental, and Vision Benefits

  • 401K with Matching

  • Life Insurance

  • Flexible Spending Account

  • Short-term and Long-term Disability

About Us: 

When Entrata claims “Be the Joneses'' as one of our core Values, we mean what we say. We have been setting the standard for property management technology for nearly 20 years and continue to lead innovation in an industry that provides housing to tens of thousands of apartment communities around the world. People who come to work at Entrata are the Real Deal: straight-talking, forward-thinking, hard workers who come together both to collaborate and to have a good time.

But members of the ’Jones Family’ aren’t just smart and ambitious, they’re the living embodiment of another core Value: “Be Excellent to Each Other.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work; a place where we live by the words “Business in the Front, Party in the Back.” Will you join us?

Apply Now