[P] Resident Services Manager

Há 5 dias

Salvador, 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 a 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 LatamCenter, a nearshore staffing agency.

#J-18808-Ljbffr

  • Sap Technical Cutover Manager

    Há 2 dias

    Salvador, Brasil Tata Consultancy Services Tempo inteiro

    Come to one of the biggest IT Services companies in the world!! Here you can transform your career!Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to...

  • SAP Technical Cutover Manager

    1 semana atrás

    Salvador, Brasil Tata Consultancy Services Tempo inteiro

    Come to one of the biggest IT Services companies in the world!! Here you can transform your career!Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to...

  • Serviços de Cuidado Pessoal

    2 semanas atrás

    Salvador, Bahia, Brasil beBeeCuidado Tempo inteiro R$3.600 - R$4.200

    Estamos procurando por um profissional qualificado para prestar cuidados a uma pessoa com mobilidade reduzida, residente em Salvador. A seguir estão as características específicas dos serviços desejados:Tipo de estadia desejadaCasa de repouso ou centro-dia.Para quem seria a estadia?Uma pessoa com idade avançada que enfrenta dificuldade para...

  • Operations Manager

    Há 3 dias

    Salvador, Brasil Amazon Tempo inteiro

    This position will be based in Recife region. Amazon is looking for an Operations Manager to be based in our new Fulfillment Center in Recife. The Operations Manager has complete responsibility for all processes within a warehouse on a specified shift or across multiple shifts. Reporting to the Sr. Ops Manager, you will be directly responsible for a team of...

  • Operations Manager

    Há 3 dias

    Salvador, Brasil Amazon Tempo inteiro

    This position will be based in Recife region.Amazon is looking for an Operations Manager to be based in our new Fulfillment Center in Recife.The Operations Manager has complete responsibility for all processes within a warehouse on a specified shift or across multiple shifts.Reporting to the Sr.Ops Manager, you will be directly responsible for a team of Area...

  • OpenStack Engineering Manager

    1 semana atrás

    Salvador, Brasil Canonical Tempo inteiro

    Join to apply for the OpenStack Engineering Manager role at Canonical 3 days ago Be among the first 25 applicants Join to apply for the OpenStack Engineering Manager role at Canonical Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in...

  • Project Manager

    Há 23 horas

    Salvador, Brasil Conquest One Tempo inteiro

    Na Conquest One, somos mais do que uma consultoria tecnológica: somos uma equipe movida pela paixão por inovação e pelo impacto positivo que geramos nos nossos clientes e colaboradores.28 anos de história e 15x eleita uma das melhores empresas para se trabalhar em tecnologia no Brasil (GPTW).Desde 2021, também estamos presentes em PortugalEstamos em...

  • Production Manager

    Há 7 dias

    Salvador, Brasil Brask Co. Ltda Tempo inteiro

    **Production Manager job description**We are looking for an experienced Production Manager to join our team!As a Production Manager, you will be responsible for taking care of the production processes and our production personnel.**Production Manager duties and responsibilities**- Overseeing production processes- Planning a production schedule- Making...

  • Business Development Manager

    2 semanas atrás

    Salvador, Bahia, Brasil beBeeDevelopment Tempo inteiro R$90.000 - R$120.000

    Business Development ManagerWe are seeking a Business Development Manager to join our team. In this role, you will be responsible for the smooth operation of our business centre while finding ways to increase sales and revenue.Key Responsibilities:Manage the day-to-day running of the centre, focusing on exceptional customer service.Inspire your team of...

  • OpenStack Engineering Manager

    1 semana atrás

    Salvador, Brasil Canonical Tempo inteiro

    Join to apply for the OpenStack Engineering Manager role at Canonical 3 days ago Be among the first 25 applicants Join to apply for the OpenStack Engineering Manager role at Canonical Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in...