Leasing & Resident Services Manager

Job Description

Job Description

Augusta Rental Homes is looking for an experienced property management leader to oversee our Leasing and Resident Services departments. 

This is a senior operational leadership position responsible for two of the most important parts of our business: leasing our available homes and providing professional, responsive service to approximately 1,600 residents. The Leasing & Resident Services Manager will lead a team of approximately 10 employees across Leasing and Resident Services. This person will be responsible for hiring, training, coaching, managing, and developing the team while ensuring that established systems are followed and performance expectations are consistently met.

This is not primarily a production position. The manager is not expected to personally process every application, schedule every showing, complete every renewal, or handle every resident concern. However, the manager must understand each of these processes thoroughly, know how to perform them when necessary, and be able to quickly recognize when a process or team member is getting off track.

The right candidate will be an experienced property management operator who understands how to manage a large volume of leasing and resident activity, lead people, use data to identify problems, and create consistent execution across a team.

Compensation:

$85,000 - $100,000 annually depending on experience

Responsibilities: Lead the Leasing Team

The Leasing Team is responsible for moving prospective residents from their initial inquiry through showing, application, approval, lease signing, and move-in.

The department's goal is to consistently complete approximately 50–60 new leases each month.

Lead the Resident Services Team

The Resident Services Team serves as the primary point of contact for residents throughout their tenancy.

The Leasing & Resident Services Manager will:

• Maintain daily visibility into open resident issues, pending renewals, upcoming move-ins and move-outs, unresolved communications, and escalated resident concerns.

• Ensure all resident phone calls are answered live whenever possible.

• Ensure resident emails are responded to within two business hours.

• Make sure resident concerns are properly documented, followed through, and brought to resolution.

• Monitor lease renewal activity and ensure renewals are started early, communicated clearly, and completed on time.

• Ensure move-ins and move-outs are organized, professional, and completed according to company procedures.

• Review escalated resident complaints and make final decisions when management involvement is required.

• Ensure lease violations and other resident issues are handled consistently and professionally.

• Make sure residents receive clear and timely communication regarding maintenance issues.

• Identify recurring resident-service problems and address the underlying process, training, or accountability issue causing them.

Compliance Leadership

Augusta Rental Homes manages approximately 200 Low-Income Housing Tax Credit units across four properties.

The Leasing & Resident Services Manager must understand LIHTC compliance well enough to identify errors, train team members, and ensure that our LIHTC properties remain compliant.

Lead and Develop the Team

You will be responsible for the performance of approximately 10 Leasing and Resident Services team members.

Know the Numbers

This position requires someone who manages through visibility, metrics, and accountability.

The Leasing & Resident Services Manager should know the health of both departments at all times.

You should be able to look at the department each morning and quickly determine what is working, what is falling behind, and where management attention is required.

What a Typical Day Looks Like

While every day will be different, this manager should generally begin the day with a clear review of department performance.

That includes reviewing:

• Current available properties and days on market

• Previous day's leads and leasing activity

• Showings and showing follow-up

• Pending applications

• Approved applications awaiting lease

• Unsigned leases

• Upcoming move-ins

• Upcoming and outstanding lease renewals

• Open or escalated resident-service issues

• Communication response times

• LIHTC files or compliance items requiring attention

• Staffing, attendance, and training concerns

From there, the manager is expected to set priorities for the teams, remove obstacles, coach team members, address exceptions, review performance, and make sure work continues moving forward. The objective is not for the manager to personally do everyone's work. The objective is to build and lead teams that consistently produce the expected results.

Decision-Making Authority

The Leasing & Resident Services Manager will have significant authority to make decisions involving Leasing and Resident Services.

The manager is expected to make sound decisions independently while knowing when an unusual issue should be escalated to the Market Director or company leadership.

What Success Looks Like

After six months, we should be able to say we hired the right person because:

• The Leasing Team is consistently producing approximately 50–60 new leases per month.

• Available units and days on market are being actively managed rather than simply reported.

• Lease renewals are being completed consistently and on time.

• Resident phone calls and communications are being handled quickly and professionally.

• Resident issues are resolved at the department level without unnecessary escalation.

• LIHTC files and processes are accurate, organized, and compliant.

• Both departments are fully staffed, trained, and accountable.

• Problems are identified early instead of becoming emergencies.

• Leadership has confidence that Leasing and Resident Services are organized, measurable, and under

• control.

Qualifications:

Required

• 5+ years of property management experience in a significant leadership or operational role.

• Demonstrated experience managing property management operations at scale.

• Previous responsibility for leading, training, and holding a team accountable.

• Direct Low-Income Housing Tax Credit (LIHTC) experience.

• Strong working knowledge of LIHTC certifications, income calculations, student eligibility,

• recertifications, compliance files, and audits.

• Strong understanding of residential leasing and resident relations.

• Experience using performance metrics and operational reports to manage a department.

• Ability to manage a high volume of activity while maintaining organization and attention to detail.

• Strong written and verbal communication skills.

• Ability to handle difficult resident, employee, and operational conversations professionally.

• Strong problem-solving and decision-making ability.

• Experience with property management software and related technology.

Preferred

• Candidates may come from a variety of property management backgrounds. Successful applicants may

• have previously served as a:

• Regional Manager

• Director of Leasing

• Director of Operations

• Senior Property Manager

• Senior Community Manager

• Multifamily Regional Manager

• Portfolio Manager

• LIHTC Regional or Compliance Leader

The specific title is less important than demonstrated experience leading people, managing a large volume of property management activity, and producing measurable results.

Experience may come from either multifamily or single-family property management, provided the candidate has operated at sufficient scale.

Physical Requirements

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Required to stand, walk, and sit; talk or hear, both in person and by telephone; use hands to finger, handle, or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch, and occasionally lift up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision, and the ability to adjust focus. Must have the ability to operate a vehicle to visit and perform property inspections.

This is a full-time, Monday–Friday, in-office leadership position based in Augusta, Georgia.

The manager will also periodically visit properties within the Augusta market as needed.

A valid driver's license and reliable transportation are required.

About Company

Augusta Rental Homes is the highest-rated and largest property management company in Augusta, GA. Founded in 2014, our company continues to experience tremendous growth as we pursue our mission of "Raising the Standard & Expectations of Property Management."

Join a dedicated team of experienced, passionate people as we innovate property and asset management. We strive to deliver top-tier service to our residents and team through our “Triple Win” philosophy—guiding decisions that benefit residents, owners, and employees alike. We’re proud of our culture, strong work ethic, and commitment to doing things the right way. We are excited to bring on new, great people to be a part of a growing team. Our core values are  Unified, Teachable, Consistent, and  Professional. 

Company benefits include:

• Health insurance plans with company contributions

• 401(k) and 5% match for eligible team members

• Paid time off and paid holidays

• Fuel Reimbursement for business travel