Resident Services Manager

BH Management, LLC

BH Management, LLC is a people-first multifamily owner and operator that grew from a small startup into one of the nation's largest commercial real estate companies. Founded in 1993, BH is celebrated for its simple commitment to doing business the right way and investing in its team. Today, BH manages over 100,000 units, employs over 2,800 people, owns its processes in-house, and is praised by Fortune Magazine as the "Best Workplace for Women," "Best Workplace for Millennials," and "Best Workplaces for Diversity." Powered by innovation and a can-do attitude, BH improves daily, striving to construct a smarter way to live, invest, manage, and grow.

BH is passionate about setting the standard in the multifamily industry. We are a welcoming band of go-getters who think big, sweat the details, and take our work (but never ourselves) too seriously. We set our sights high, own our mistakes, and turn lemons into lemonade. We are incredibly proud of where we've come and are ready to tackle what's next. Come join us!

Position Summary:

The Resident Services Manager plays a key role in delivering exceptional resident experience by fostering positive relationships and providing outstanding customer service within the apartment community. Serving as the primary point of contact for resident communications, this position ensures all interactions are handled in accordance with Company policies and Fair Housing regulations. The Resident Services Manager is responsible for cultivating a welcoming, inclusive, and engaging community environment while developing and coordinating programs, events, and initiatives that enhance resident satisfaction, connection, and overall quality of life.

Essential Job Functions:

• Maintain accurate, organized, and up-to-date resident and property records in accordance with company policies and compliance requirements.
• Respond to resident concerns, inquiries, complaints, and lease-related matters in a professional, timely, and customer-focused manner, ensuring appropriate resolution and follow-up.
• Coordinate and execute resident engagement programs, community events, and social media initiatives designed to enhance resident satisfaction and foster a positive community experience. Develop and implement programs tailored to the unique needs and interests of the community.
• Partner with the Renewal Specialist to support lease renewal initiatives, resident retention efforts, and related administrative processes, as applicable.
• Support the oversight of maintenance operations by coordinating service requests, monitoring work order progress, conducting follow-up communications, and ensuring timely completion and closure of resident maintenance concerns.
• Maintain current knowledge and communication materials related to community projects, capital improvements, rehabilitation upgrades, amenities, facilities, services, and resident activities to ensure residents receive accurate and timely information.
• Other duties as assigned.

Minimum Qualifications/Skills:

• Demonstrated knowledge of Fair Housing regulations, company policies and procedures, and residential leasing documentation, with the ability to apply this knowledge consistently and professionally.
• Excellent written, verbal, and interpersonal communication skills, with the ability to interact effectively with residents, colleagues, vendors, and other stakeholders.
• Advanced proficiency in computer applications and technology, including Microsoft Office Suite and property management software platforms.
• Previous experience in a customer-facing role, with a strong commitment to delivering exceptional customer service and building positive relationships.
• Minimum of two (2) years of leadership, team lead, supervisory, or project coordination experience, with the ability to influence, collaborate, and drive results in a team-oriented environment.
• Minimum of 500 units in total or multiple sites

Work Schedule: Monday-Friday (work schedule may vary depending on business needs).

Physical Requirements/Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Full range of motion with upper and lower body. Continual movement including, but not limited to: standing, walking, bending, stooping, crawling, and climbing stairs.
• Operation of a motor vehicle onsite, if applicable.
• Exposure to all weather conditions.
• Lifting at least 20 pounds.

Pay Range: $23.78 - $35.66

BH is an Equal Employment Opportunity Employer. We foster the diverse voices of our community by advocating for inclusivity, celebrating our differences, and continually evolving our practice to make BH a better place to work and live. Our posted compensation reflects the cost of talent across multiple US geographic markets. Pay is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.