[P] Resident Services Manager

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.
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