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American Tower Corporation.

Senior Manager Landlord Relations

American Tower Corporation. - Woburn, MA

Senior Manager Landlord Relations





The Senior Manager, Landlord Relations protects and enhancesthe commercial readiness of American Tower’s towers and rooftop sites. The incumbent manages and provides strategicdirection to the tower and rooftop Landlord Relations teams and oversees theLandlord Relations Supervisors. Theincumbent handles escalated landlord matters, strategically allocatesresponsibilities among team members, researches and deploys customerrelationship management solutions and processes that create efficiency andsynergy throughout the organization, and ensures consistent, professional, andaccurate communications with landlords. Theincumbent collaborates with internal stakeholders to design, develop, andimplement a customer service portal, enabling real-time self-service for alllandlords. The incumbent regularlycollaborates with other internal departments, including Legal, Marketing, Operations,and other Finance groups to enhance the effectiveness of the Landlord Relationsteam and facilitate American Tower’s commercial operations.


Manage Landlord Relations team responsible for improvingrelationships with more than 50,000 landlords.

Collaborate with Acquisition, Consent, and Ground Lease FinanceTeams to ensure all interactions with landlords maximize the Company’s financialinterest and improve relationships with landlords.

Work cohesively with Legal and Operations teams to ensureproper communication with landlords and appropriate resolutions of on-sitesafety and standard-of-care issues and all escalated matters.

Prepare qualitative and quantitative analyses on LandlordRelations team performance metrics and, based on findings, recommend teammanagement and technological upgrades to the supervising Director .

Establish quarterly targets, manage staff to achieve goals,define procedures, and develop a systematic and productive process to trackefficiency, accuracy, and other key metrics.

Collaborate with the Marketing department to design thecontent and layout of the Landlord Relations sections of American Tower’swebsite.

Manage ground lease renewals process, ensuring all sites areextended and no assets are lost.

Develop customer service and landlord relations bestpractices and share them across departments and global markets.

Oversee all landlord communications, including paymentvariance letters, surveys, and special communications.

Make financial recommendations to management regardingpayment variance resolution.


Other duties as assigned


Supervise and manage the performance of Landlord Relations Supervisors.

Create strong collaborative team environment.

Recruit, develop and retain staff, partnering with SeniorManagement, Recruiting and Human Resources. This includes on-boarding and orientation for new hires.

Provide disciplined performance management for team. Define and communicate annual goals, performformal and informal performance reviews, and ensure changes and updates arecommunicated in a timely and professional manner.

Proactively identify and resolve personnel issues inconjunction with Human Resources


Excellent planning skills; ability to effectively managepriorities for self and team to meet requirements and deadlines in a dynamicand fast paced environment.

Demonstrated ability to design and manage complex projectsfrom inception to execution.

Strong relationship-development skills resulting in long-term,mutually beneficial client relationships.

Self-motivated; able to work both independently to completetasks and respond to department requests and with others to utilize their resourcesand knowledge to identify quality solutions.

Strong organization, planning, and project managementskills.

Strong leadership skills; ability to drive and motivate teamto achieve results.

Ability to work in a time-sensitive and high volumeenvironment

Ability to identify key contacts for follow up; excellentability to communicate project and status updates to team andcross-functionally to ensure understanding.

Good strategic and problem solving skills to effectivelyinfluence decision making in key negotiations.


Bachelor’s degree required, with concentration in Finance,Accounting or Business Administration strongly preferred

Minimum 10 years of work experience, including experience incustomer service, telecommunications, or real estate industries, required.

Customer service management experience required.

Knowledge of real estate or wireless industry preferred.

Advanced computer skills, including Microsoft Office suiteand especially Microsoft Excel, required.

Experience with Salesforce CRM preferred.

Track record of effectively working with cross-functionalteams required.


Approximately 100% performed in climate-controlled internaloffice environment working under normal office conditions. Approximately 10% travel may be required insupport of the position’s responsibilities.

While performing the duties of this job, the employee isregularly required to sit, stand, walk, use hands and fingers to feel andhandle, reach with arms and hands, talk and hear. While performing the duties of this job, theemployee frequently is required to stoop, kneel and crouch, lift weight orexert a force up to a maximum of 25 pounds.


Sr Mgr Landlord Relations


Senior Manager Landlord Relations



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American Tower

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3 days 18 hours ago

American Tower Corporation.


Senior Manager Landlord Relations American Tower Corporation. - Woburn, MA, United States


Location: Woburn, MA

Company Profile:
Wireless technology connects people, devices and networks throughout the world. We help make that possible. Our multi-tenant leasing model offers communications sites that bridge the communication gap, keeping people and industries connected and in touch.