[P] Resident Services Manager

Há 2 dias

Vitória, Brasil LatamCent Tempo inteiro

About the Role

We are seeking a Resident Services Manager to lead and scale resident-facing operations across a growing portfolio of single-family rentals.

This role owns the full resident lifecycle—move-ins, renewals, collections, compliance, move-outs, and escalations with a focus on delivering a high-trust resident experience while protecting asset performance.

You'll design and enforce SLAs, reduce bad debt, increase renewals and on-time payments, and act as the final escalation point for complex issues. Success in this role means creating streamlined systems, developing a high-performing team, and consistently hitting aggressive operational metrics.

Key Responsibilities
  • Build and own the Resident Services roadmap (SOPs, SLAs, dashboards, QA, and training).
  • Enforce high standards in resident communications across phone, email, and SMS, including live answer and rapid response SLAs.
  • Manage rent collections: issue Pay or Vacate notices, track daily follow-ups, set up payment plans, and coordinate evictions.
  • Oversee seamless move-ins, including insurance enrollment and inspection completions.
  • Manage move-outs, inspections, turns, and security deposit processing within SLA.
  • Process early terminations and ensure compliance with jurisdiction-specific regulations.
  • Resolve accounting ledger issues quickly and coordinate with accounting partners.
  • Publish monthly Resident Services metrics and maintain daily trackers for collections, renewals, move-ins/outs, and deposits.
Requirements
  • 3+ years leading Resident Services/Resident Experience at a property management company (single-family or multi-family).
  • Track record of running SLA-driven operations and managing remote teams.
  • Deep knowledge of the full resident lifecycle, landlord-tenant compliance, and eviction processes across multiple states.
  • Hands-on experience with payment plans, legal handoffs, and collections documentation.
  • Proficiency in AppFolio, Property Meld, Google Workspace (Sheets in particular), and resident communication platforms.
  • Excellent phone presence, strong writing skills, and sound judgment under pressure.
Preferred Qualifications
  • Experience with RentCheck, ePremium, and reporting dashboards.
  • Background in designing and scaling multi-market resident operations.
  • Coaching mindset with experience developing high-performance teams.
  • Success Indicators (First 36 Months): Maintain SLA compliance across communications, move-ins/outs, deposits, and collections; reduce delinquency and improve on-time payment percentage; lift renewal rates and decrease early terminations; deliver accurate and timely KPI reporting every month; establish clear escalation playbooks and improve resident trust scores.
Compensation & Logistics
  • $28,000-$36,000 USD per year, including performance-based bonus tied to KPIs.
  • Full-time, remote role for candidates based in Latin America.
  • Work closely with U.S.-based leadership and align with U.S. time zones.
Company Overview

Our client is a fast-growing property management company specializing in single-family rentals across multiple U.S. markets. The team is dedicated to creating a reliable and transparent resident experience while protecting owner asset performance.

Job description created by LATAMCent.com, a nearshore staffing agency.

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