Resident Experience Manager - The Ridge

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, responsible for effective recruitment, hiring, and training, while managing the team to ensure high standards in resident interactions. The role includes financial oversight, collaboration with the Service Manager on budget performance, and maintaining strong communication with university partners.

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; ensure the website is regularly audited for accuracy and visual standards.
• Manage the process for collecting resident feedback and survey results, and create 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 ensure the property is well-maintained and meets curb appeal standards.
• Own property financials, including purchasing and performance to budget, in collaboration with the Service Manager.
• Ensure consistent and ongoing communication with university partners.
• Represent the company as the property leader at resident functions and marketing events.
• Exercise discretion in overseeing all resident communication, including events and notices.
• 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.

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.

Certain activities involved in this position may be photographed and/or video and audio recorded for quality control and/or training purposes. Compliance with the Photo, Video, and Voice Recording Policy is a condition of employment.