General Manager

City
Pasadena State
California Job Location
LAX 516 The Stuart at Sierra Madre Position Type
Regular

The General Manager (GM) is the senior leader responsible for financial performance, operational excellence, and resident satisfaction across a portfolio of properties. The GM leads and develops a diverse team of managers, specialists, and maintenance staff while ensuring compliance with company standards and regulatory requirements. With strong financial acumen and operational expertise, the GM manages budgets, monitors property conditions, identifies opportunities for improvement, and drives consistent results. This role requires a results-oriented leader who excels at managing managers, fostering collaboration, and aligning people, processes, and resources to deliver service excellence and achieve strategic goals.

WHAT YOU WILL DO:

Customer Service

• Works with the team to maintain the highest level of customer service for prospects, residents, and all onsite and corporate departments.
• Promote a community-focused atmosphere by actively engaging with residents through direct communication to continuously seek to improve the resident experience.
• Lead and manage responses to portfolio customer sentiment surveys and external reviews within the company's expectations, maintaining and enhancing the portfolio's online reputation.
• Oversee all aspects of the resident experience-including communication, relocations, leasing, events, service requests, and community upkeep-ensuring a seamless, high-quality experience from tour to move-out.
• Partner with Maintenance Supervisors and Operations Coordinators to ensure Essex standards are upheld through oversight of purchase order compliance, work orders, unit turns, curb appeal, vendor and inventory management, asset project management, and the resident move-in experience are within the company expectations.
• Support new initiatives and project rollouts in partnership with cross-functional teams, including Sourcing and Procurement, Facilities, and Construction Execution, to ensure successful implementation and operational alignment.
• Ensure compliance with Fair Housing, Landlord-Tenant regulations, OSHA, and company policies.

Financial

• Responsible for meeting budgeted revenue and expense targets, communicating variances to Director, and completing assigned financial reporting.
• Demonstrate the ability to set strategic goals, manage resources effectively, and execute plans to achieve desired outcomes.

Team Management

• Direct the management and delegation of customer relationship management tasks, strategically assigning responsibilities to managers to maximize team efficiency and productivity.
• Lead, mentor, and develop a team, fostering a collaborative and high-performing team environment.
• Oversee and supports Community Relations Manager and team during collection process, ensuring delinquency is maintained within company targets.
• Ensures team meets Essex standards while completing all bookkeeping and community management functions during resident lifecycle.

WHAT YOU WILL NEED:

• High school diploma or GED equivalent is required or a bachelor's degree (BA/BS) from 4-year college or university is preferred.
• 5+ years of community management experience with 2+ years of supervisory experience.

WHAT THE JOB REQUIRES:

• Work is primarily conducted in an office setting and onsite with physical inspections of turns and asset quality that require a moderate amount of walking, standing and stair use. Requires sitting at a desk or workstation for extended periods. Involves the use of standard office equipment such as computers, phones, and printers.
• Excellent verbal and written communication and customer service skills. Ability to create, compose, and edit written material.
• This is a full-time, on-site position. Must be able to work weekends or after hours on rare occasions if there is a business need or emergency. The General Manager will work primarily from their assigned HUB or portfolio offices and will regularly visit and inspect communities.
• This role requires the ability to travel between local collection properties, sometimes to multiple properties within a day. Additional travel may also be required for trainings, conventions, court, meetings, or other locations as the job requires.

WHAT YOU WILL BRING TO THE TABLE:

• Provides formal supervision to associates. Recommends staff recruitment, selection, promotion, advancement, corrective action, and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisals for staff.
• Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with Essex's values.
• Ability to respond effectively to sensitive issues. Ability to write reports, manuals, speeches, and articles using a distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients and/or public groups. Ability to motivate and negotiate effectively with key employees and client groups to take desired action.
• Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.
• Decisions made with an in-depth understanding and interpretation of procedures, company policies, and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impacts to co-workers, supervisor, department and/or line of business.

All full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more. With our 12 paid holidays and 15 PTO days, work/life balance is a priority! Additionally, most positions are eligible for a housing discount of 20%.

Essex provides great communities in which to live, work and invest. We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams. Working at Essex is not a destination. It is a journey where you can confidently build your career.

New hires generally start between $107,000.00 - $135,000.00 per year. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs.

This role is also eligible to participate in Essex's discretionary Annual Bonus program that is commensurate with the level of the position.