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Resident Services Manager
2 semanas atrás
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 , a nearshore staffing agency.
