Resident Experience Manager

Resident Experience Manager

Jacksonville, FL

Hillpointe is a fully integrated real estate development and investment management firm focused on developing market-rate workforce housing across the Sun Belt. Ranked at the top of NMHC's list of Builders and Developers, our team ensures best-in-class execution.

Built on its long and proven track record of real estate development, the firm's investment approach is centered around its in-house general contracting expertise, enabling direct control of cost and delivery timeframe. For each project, Hillpointe directly controls land acquisition, land development, construction, procurement of building materials, asset management, and capital markets. This is more than just a job - it's a career-defining opportunity! At Hillpointe, you'll be part of a dynamic, innovative team that has tangible impacts on day-to-day operations and contributes directly to overall success.

Resident Experience Manager

The Resident Experience Manager supports the leasing and resident satisfaction efforts, and promotes occupancy, retention, and revenue goals at the community. This role is responsible for executing daily leasing activities and renewal engagement with both prospective residents and current residents while delivering excellent customer service. This role will involve identifying operational improvements and contributing innovative solutions while staying current with industry trends.

Key Responsibilities

• Conduct sales and leasing activities to meet revenue and occupancy targets.
• Collaborate on marketing strategies and social media presence to drive traffic and boost occupancy rates.
• Utilize CRM and leasing software to track follow up and applicant progress.
• Lead and support the guest service team by providing guidance, delegating tasks, and ensuring performance standards are met to achieve occupancy goals.
• Engage with prospects and residents to ensure their satisfaction.
• Provide timely responses to prospects, residents and internal stakeholder inquiries and concerns.
• Identify opportunities for process improvement and offer innovative solutions.
• Stay updated on industry trends and best practices for continuous improvement
• Ensure resident satisfaction in efforts to achieve the highest level of overall retention each month

Qualifications & Abilities

• Two or more years of property management experience required.
• Ability to work a flexible schedule, including weekends.
• Detail-oriented with excellent organizational and time management skills
• High School diploma or equivalent.
• Ability to quickly learn new software systems, understand data as it relates to the goals, and communicate outcomes.
• Previous experience in leasing, sales, customer service, or related field preferred
• Strong interpersonal and communication skills, including the ability to engage effectively with diverse individuals.
• Ability to physically access all community areas.
• Valid driver's license for property operations and local travel (if required)

Physical Requirements

• Frequently required to sit, stand, walk, bend, kneel, stoop, and reach while performing daily duties.
• Ability to move throughout the property, including leasing offices, model units, residential buildings, and outdoor common areas.
• Ability to climb stairs and navigate multi‑story buildings as required.
• Ability to lift, carry, push, or pull up to 25 pounds occasionally (e.g., marketing materials, signage, office supplies).
• Ability to operate standard office equipment including computers, phones, printers, and mobile devices.
• Ability to communicate effectively in person, over the phone, and via electronic communication.
• Visual and auditory ability sufficient to observe surroundings, read documents, and interact with residents, prospects, and team members.

Work Conditions

• Primarily works in a leasing office environment, with regular time spent indoors and outdoors throughout the community.
• May be exposed to varying weather conditions (heat, rain, humidity) while conducting property tours or attending on‑site activities.
• Work schedule may include weekends, evenings, and occasional holidays based on business needs and occupancy goals.
• Fast‑paced, customer‑focused environment with frequent interaction with residents, prospects, vendors, and internal stakeholders.
• Expected to maintain a professional appearance and demeanor while representing the community and brand.
• Local travel within the community or to nearby properties may be required.