Resident Experience Manager - The James

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 is the senior-most role on the property.

Responsibilities

• Supervise the entire office team and community assistants, providing leadership to ensure an exceptional resident experience—from prospective resident to lease renewal—by overseeing leasing, marketing, and administrative operations.
• Recruit, hire, train, and develop direct reports to achieve leasing and marketing objectives and foster a positive, engaging workplace.
• Conduct performance evaluations and discussions with team members.
• Collaborate with supervisor and Human Resources on compensation adjustments for direct reports.
• Ensure all leasing, marketing, and administrative efforts meet company standards to deliver an exceptional resident experience; serve as lease executor if applicable.
• Direct the team’s marketing efforts, including successful events and programs; audit the website regularly for accuracy and visual standards.
• Manage resident feedback and survey results, creating action plans for improvement.
• Oversee property administrative needs, including scheduling, payroll, deposits/invoices, package management, incident reports, posting requirements, and contracts.
• Partner closely with the Service Manager to maintain property appearance and meet curb appeal standards.
• Work with the Service Manager to manage property financials, including purchasing and performance to budget.
• Ensure consistent communication with University partners.
• Represent ACC as property leader at resident functions and marketing events.
• Oversee resident communication, including events and notices, with discretion.
• Manage rent collection and eviction processes in partnership with centralized services as needed.
• Resolve resident conflicts and disputes effectively.
• Maintain key control oversight, including key box access.
• Perform other duties as assigned by the manager.

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.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Dental and vision insurance.
• 401(k) with employer matching.
• Medical and dependent care Flexible Spending Accounts (FSA).
• Life insurance.
• Sick leave and paid time off.
• Paid pregnancy and childbirth leave.
• Paid paternity leave.
• Health insurance and Health Savings Account (HSA) with employer matching.
• Short-term and long-term disability.

Perks

• Preferred membership pricing at local and national companies.
• CoreGiving volunteer days.
• Referral program.
• Charity matching program.