Resident Services Manager

The Resident Experience Manager leads the property team creating an exceptional living environment for our residents, overseeing all aspects of leasing, marketing, and administrative operations. Success in this role involves effective recruitment, hiring, and training, while managing the team to ensuring that all resident interactions meet high standards. Additionally, you will manage financial oversight, partner with the Service Manager on budget performance, and maintain strong communication with university partners. This is the senior-most role on property. Job Responsibilities Supervise entire office team and all community assistants, providing leadership that translates to an exceptional resident experience from prospective resident to lease renewal by overseeing all leasing, marketing, and administrative operations for property. Recruit, hire, train, and develop direct reports to achieve leasing and marketing objectives and to create a positive, engaging workplace for team. Conduct performance evaluations of direct reports and performance discussions with team members. Collaborate with supervisor and Human Resources on compensation adjustments for direct reports. Deliver an exceptional resident experience by ensuring all leasing, marketing and administrative efforts at property are at company standard. Serve as lease executor if applicable. Direct team’s marketing efforts, ensuring successful events and programs; ensure website is being regularly audited for accuracy and visual standards. Manage the process to assist with collecting resident feedback and survey results, as well as creating action plans for improvement. Manage property’s administrative needs, including scheduling, payroll, deposits/invoices, package management, incident reports, posting requirements, and contracts. Partner closely with Service Manager to ensure property is consistently well-maintained and meets curb appeal standards. Work closely with Service Manager to own property financials, including purchasing and performance to budget. Ensure consistent and ongoing communication with University partners. Represent ACC as property leader at resident functions and marketing events. Exercise discretion in overseeing all resident communication, including events and notices. Responsible for rent collection and eviction processes in partnership with centralized services as needed. Effectively resolve resident conflicts and disputes. Maintain key control oversight, including key box access. Other duties as assigned by manager. Ideal Candidate The ideal candidate for the Resident Experience Manager role is an early-career leader with experience in leasing, marketing, customer service, or operations, and is prepared to oversee property operations and team performance. This role includes supporting and developing team members, managing processes and systems, and ensuring consistent execution that drives property success and resident satisfaction. Candidates should demonstrate strong communication and problem-solving skills, including the ability to navigate conflict resolution and support team development. While candidates may not have led all aspects of a property, they should be ready to grow into full site-level leadership responsibilities. Our people are devoted to a culture of inclusion, diversity, and equality in the workplace and our communities. We are committed to intentionally executing an evolving set of goals specific to inclusion, diversity, and accountability, driven by empathetic leadership and embraced by all. The core of American Campus culture involves everyone being fully invested in everything that e do down to picking up the smallest piece of trash. No matter their position or duration at any given property, everyone picks up trash because we take pride in our community. Serve as an American Campus representative and liaison in all interactions. Certain activities involved in this position may be photographed and/or video and audio recorded for quality control and/or training purposes. Compliance with the Photo, Video and Voice Recording Policy is a condition of employment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the minimum knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience 2 years’ of leadership experience in student or multi-family housing, or similar industry Bachelor’s degree in business or relevant field preferred Skills in leasing and marketing, customer service, facility management, budgeting, supervision, business administration, public relations, residence life, and a combination of business and student development skills Strong communication and collaboration skills Demonstrated leadership skills Benefits: Dental Vision 401(k) with Employer Matching Medical & Dependent Care Flexible Spending Accounts (FSA) Life Insurance Sick Leave Paid Time Off Paid Pregnancy & Childbirth Leave Paid Paternity Leave Health Insurance Health Savings Account (HSA) with Employer Matching Short-Term & Long-Term Disability Perks: Preferred Membership Pricing at Local & National Companies CoreGiving Volunteer Days Referral Program Charity Matching Program American Campus Communities is the nation’s largest developer, owner and manager of high-quality student housing communities. Whether we’re creating a new development, upgrading an acquired community, or partnering with a university to develop or manage on-campus housing, our goal is the same: deliver the best possible experience for students at every price point. And it’s not just about great living spaces and great amenities. It’s about giving students the resources and environment they need to succeed, both academically and personally. Our Mission Keeps Us Focused Our values help us get there. Delivering the best possible student experience doesn’t just happen. It takes an unrelenting commitment to students, parents and educational institutions. It also takes a corporate culture built on shared values, a higher purpose, and a team of people who truly love what they do. American Campus Communities is an equal opportunity employer. We value a diverse, inclusive workforce and provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual's race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other characteristics protected by federal, state or local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the LA County Fair Chance Ordinance, we will consider all qualified applicants, including those with arrest and conviction records, for employment. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr