Resident Experience Manager - 1200 West Marshall

Department: Property Admin • Location: 1200 West Marshall – Richmond, VA

About the role

The Resident Experience Manager leads the property team in creating an exceptional living environment for residents, overseeing all aspects of leasing, marketing, and administrative operations. This senior-most role on property involves effective recruitment, hiring, and training, while managing the team to ensure high standards in resident interactions. You will also manage financial oversight, partner with the Service Manager on budget performance, and maintain strong communication with university partners.

Responsibilities

• Supervise the entire office team and all community assistants, providing leadership that translates to an exceptional resident experience—from prospective resident to lease renewal—by overseeing all leasing, marketing, and administrative operations for the property.
• Recruit, hire, train, and develop direct reports to achieve leasing and marketing objectives and to create a positive, engaging workplace for the team.
• Conduct performance evaluations of direct reports and performance discussions with team members.
• Collaborate with supervisor and Human Resources on compensation adjustments for direct reports.
• Deliver an exceptional resident experience by ensuring all leasing, marketing, and administrative efforts at the property meet company standards. Serve as lease executor if applicable.
• Direct the team’s marketing efforts, ensuring successful events and programs; ensure the website is regularly audited for accuracy and visual standards.
• Manage the process to collect resident feedback and survey results, as well as create action plans for improvement.
• Manage the property’s administrative needs, including scheduling, payroll, deposits/invoices, package management, incident reports, posting requirements, and contracts.
• Partner closely with the Service Manager to ensure the property is consistently well-maintained and meets curb appeal standards.
• Work closely with the Service Manager to own property financials, including purchasing and performance to budget.
• Ensure consistent and ongoing communication with university partners.
• Represent ACC as the property leader at resident functions and marketing events.
• Exercise discretion in overseeing all resident communication, including events and notices. Responsible for rent collection and eviction processes in partnership with centralized services as needed.
• Effectively resolve resident conflicts and disputes.
• Maintain key control oversight, including key box access.
• Other duties as assigned by manager.

Ideal Candidate

The ideal candidate is an early-career leader with experience in leasing, marketing, customer service, or operations, prepared to oversee property operations and team performance. This role includes supporting and developing team members, managing processes and systems, and ensuring consistent execution that drives property success and resident satisfaction. Candidates should demonstrate strong communication and problem-solving skills, including the ability to navigate conflict resolution and support team development. While candidates may not have led all aspects of a property, they should be ready to grow into full site-level leadership responsibilities.

Qualifications

• 2 years of leadership experience in student or multi-family housing, or a similar industry.
• Bachelor’s degree in business or a relevant field preferred.
• Skills in leasing and marketing, customer service, facility management, budgeting, supervision, business administration, public relations, residence life, and a combination of business and student development skills.
• Strong communication and collaboration skills.
• Demonstrated leadership skills.

Pay

$60,000 / year

Benefits

• Dental
• Vision
• 401(k) with Employer Matching
• Medical & Dependent Care Flexible Spending Accounts (FSA)
• Life Insurance
• Sick Leave
• Paid Time Off
• Paid Pregnancy & Childbirth Leave
• Paid Paternity Leave
• Health Insurance
• Health Savings Account (HSA) with Employer Matching
• Short-Term & Long-Term Disability

Perks

• Preferred Membership Pricing at Local & National Companies
• CoreGiving Volunteer Days
• Referral Program
• Charity Matching Program