The Amherst Group of companies comprise of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed.  Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors.  Today Amherst has over 1000 employees and $14.1 billion in assets under management.

Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S.  The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team.  In addition to its single-family rental platform, Amherst’s debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending.  Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served.

The CI Lead is responsible for overseeing, optimizing, and continuously improving service-related processes to ensure high performance and customer satisfaction. This role involves full accountability for service delivery performance, including managing incidents, addressing escalations, and implementing effective strategies for process enhancement. The position requires strong analytical skills to evaluate both internal and third-party processes, establish company performance standards, and design systems that support seamless service execution.

The CI Lead will collaborate closely with stakeholders to drive productivity, enhance staff engagement, and meet evolving customer demands. They will provide leadership in training, mentoring, and guiding teams in continuous improvement methodologies and service delivery practices. In addition, the role requires proactive communication with management, coordination across resolution teams during critical incidents, and staying current with industry trends in service management and process optimization.