Resident Experience Manager - University Square

About the role

The Resident Experience Manager leads the property team, creating an exceptional living environment for residents by overseeing all aspects of leasing, marketing, and administrative operations. This is the senior-most role on 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.

Living on-site is a condition of employment for this role to meet business needs for emergency response and on-call availability. Must be available to respond to emergencies as they arise, including after normal business hours. This position is subject to on-call rotation.

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 all leasing, marketing, and administrative operations.
• Recruit, hire, train, and develop direct reports to achieve leasing and marketing objectives and create a positive, engaging workplace.
• Conduct performance evaluations of direct reports and performance 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’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 manage property financials, including purchasing and performance to budget.
• Ensure consistent and ongoing communication with University partners.
• Represent ACC as 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.

Requirements

• 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.