Resident Experience Manager

Resident Experience Manager

Resident Experience Manager - PL

The Responsibilities

Resident Relations & Community Experience

• Lead reputation management initiatives across review platforms and internal feedback channels.

• Mediate and resolve resident complaints with empathy and professionalism.

• Coordinate mutual terminations in accordance with company and legal standards.

• Identify resident needs during crisis management efforts, collaborating with leadership and emergency services.

• Oversee resident insurance compliance and follow-up efforts.

• Organize and execute resident events to build community engagement and support retention.

• Regularly inspect grounds, interior and resident amenities / general common areas to ensure that the facilities comply with all codes and company standards.

• Develop written communication to keep customers informed of important community information to prevent resident concerns.

• Work order follow up and sentiment reporting

Leasing & Occupancy

• Manage immediate move-ins, inspections, and unit transfers.

• Lead Entrata BUA management and maintain accurate dashboards for leasing and reviews.

• Lead renewal campaigns and the renewal leasing process

• Plan and execute on the move-in experience

• Conduct follow up and communication with future residents to report on no-shows

Operational Support

• Support in managing Entrata dashboards and performance metrics.

• Assist with the processing of lease paperwork, renewals, and notices to vacate.

Marketing & Social Media

• Co-manage social media efforts to promote events and resident engagement.

• Remain knowledgeable of market conditions and competitor value.

Season or Situation-Specific Focus Areas

• Assist with seasonal or emergency-specific responsibilities, such as vacant position coverage, legal correspondence, annual Turn, Fair Housing matters, crisis management, and capital project planning or support.

• Display flexibility, sound judgment, and cross-department collaboration in evolving situations.

• Provide hands-on help throughout all turn related tasks, including but not limited to moving furniture and appliances, assisting facilities team with punches, organizing high volume of resident trash and cleaning turnover units.

The responsibilities listed above may not be all inclusive.

What We're Looking For

• 1+ years of experience in property management, leasing, customer service, or resident services

• Strong interpersonal, conflict resolution, and customer service skills

• Ability to handle crisis situations and manage sensitive conversations

• Familiarity with Entrata or similar property management software

• Highly organized with the ability to manage multiple priorities

• Proficiency in Google Workspace and social media platforms

Work Environment / Physical Demands

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbents work in an office environment, but also have frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Team Member is regularly required to use hands to finger, type, handle, or feel and talk or hear. The Team Member is frequently required to stand; walk; reach with hands and arms, and stoop, or squat. The Team Member is often required to sit. The Team Member must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Routine local travel is required to attend training classes, client visits, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position. Overnight travel required to attend training, property visits, and other situations necessary for the accomplishment of special projects that may be assigned from time to time.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.