Manager, Portfolio Disputes

The Manager leads a newly centralized Lease Administration dispute function, transitioning dispute resolution from a portfolio-aligned model to a single, accountable team. The role owns all portfolio-level disputes and serves as the single point of contact for tenant-driven technical billing questions routed through Accounts Receivable (AR).

The Manager is accountable for the team's queue, service levels, quality, and escalation discipline, turning a set of individual portfolio specialists into a consistent, defensible, and resilient resolution engine that accelerates cash collection and reduces friction across AR, Recoveries, and Accounting.

Scope of the Role

• Portfolio disputes: The team owns portfolio-level disputes. Major tenants remain outside scope and continue through their existing dedicated arrangements.
• Technical billing questions: The team fields all tenant-driven
• AR partnership: The team is a dependable backstop for AR, not a mandatory gate; AR specialists continue to resolve questions within their capability.

Key Responsibilities

• Lead and manage the dispute team. Supervise six lease analysts across dispute resolution, AR-question support, and overflow/flex capacity; balance assignments, cover absences, and rebalance work so resolution keeps moving regardless of any one person's availability.
• Own the queue and service levels. Manage intake, prioritization, aging, and turnaround for portfolio disputes and technical billing questions through Salesforce Cases, including CAM and tax reconciliations, CPI adjustments, billing and effective dates, reconciliations, charge set-ups, and other billing configuration issues. Set, measure, and report on service-level targets, and prioritize by impact and age.
• Serve as the sole escalation gate to Recoveries. Act as the single control point of escalation to the Recoveries team, escalating only when the team cannot resolve an issue itself, protecting specialized Recoveries team capacity and keeping that queue free of noise.
• Be the system subject matter expert (SME). Develop the team to build expertise in the billing screens; resolve issues correctly on the first pass, produce clean set-up change requests, and coach the team to the same standard.
• Standardize the resolution methodology. Ensure the team works disputes consistently using Accounting-prescribed Excel forms for calculations and set-up changes, producing defensible, auditable, and repeatable resolutions.
• Maintain a clean audit trail. Ensure every dispute, what was disputed, how it was resolved, and what changed, is documented as a durable record of institutional knowledge.
• Partner with Accounting. Coordinate SME training on billing screens, adoption of standardized forms, and defined set-up support and turnaround commitments; track those commitments as service levels.
• Lift AR capability over time. Share the team's standardized approaches and SME knowledge back to AR through documentation, examples, and informal coaching so more questions can be confidently resolved at the source.
• Report on performance. Use case volume and aging data to make workload, staffing, and process decisions, and prioritize based on real demand.

Required Qualifications

• Hands-on lease administration experience in commercial real estate.
• Direct experience investigating and resolving billing disputes, including CAM and tax reconciliations, CPI adjustments, effective/billing dates, and charge set-ups.
• Strong understanding of technical billing and reconciliation mechanics.
• Demonstrated ability to lead, coach, and hold a team accountable to consistent standards and service levels.
• Advanced Excel skills, including structured, defensible calculation work.
• Strong written documentation and communication skills across cross-functional partners (AR, Recoveries, Accounting).

Preferred Qualifications

• Prior supervisory or team-lead experience in a lease administration, billing, or dispute-resolution function.
• Experience with case management software / ticketing workflow, including queue management and service-level reporting.
• Experience standing up or standardizing a shared resolution process across multiple portfolios.
• Embraces a technology-forward mindset with strong curiosity for merging tools, AI in particular, bringing forward-looking perspective that inspires innovative solutions.