Resident Experience Manager

You will serve as a resident liaison throughout the lease lifecycle. You will handle resident questions and requests, document and summarize cases, generate lease addenda, monitor service metrics, test product features, mentor junior managers, and improve resident-experience processes.

Responsibilities

• Engage residents by phone to address urgent or sensitive questions and concerns.
• Draft thorough, empathetic portal responses for non-urgent matters.
• Manage resident requests from initiation through completion using the case management system.
• Review case records and prepare comprehensive case summaries.
• Monitor productivity metrics to meet or exceed service-level expectations.
• Test new features and functionalities and provide feedback to product development.
• Mentor and support Junior Resident Experience Managers.
• Generate lease addenda and process lease-term changes in compliance with local laws.
• Contribute to process improvements for resident experience.
• Participate in market huddles to address local issues and pain points.
• Perform other assigned duties.

Requirements

• 3+ years of experience in real estate or property management overseeing daily operations of single-family or multi-family rental homes.
• Ability to cultivate relationships, deescalate difficult situations, and negotiate solutions.
• Understanding of leasing, property management, and real estate investing principles.
• Excellent verbal and written communication skills.
• Experience managing budgets, manipulating spreadsheets, and generating financial reports.
• Proficiency with Google applications, workflow engines or project management tools, and mobile payment applications.
• Ability to work independently and cross-functionally and drive projects to completion.
• Ability to work evenings and weekends as needed.
• Knowledge of local residential real estate laws and regulations.
• Ability to travel, including quarterly overnight visits throughout the assigned territory.
• Authorization to work in the United States.

Benefits

• Generous PTO policy.
• 12 paid holidays.
• Volunteer time off.
• Paid parental leave.
• 401k program.
• Wellness subsidy.
• Home office and cell phone subsidies.
• Health, dental, and vision insurance.