Resident Experience Manager

Responsibilities

• Proactively engage with residents to address urgent or sensitive questions and concerns via phone calls
• Draft empathetic responses to non-urgent matters within the resident portal
• Manage resident requests from initiation to completion using internal case management systems
• Review case records and draft comprehensive case summaries
• Monitor productivity metrics to ensure service levels meet expectations
• Test new features and functionalities and provide feedback to product development
• Mentor and support Junior Resident Experience Managers
• Generate lease addenda and process changes to lease terms in compliance with local laws
• Contribute to process improvement initiatives
• Serve as a brand ambassador and participate in market huddles

Requirements

• 3+ years of experience in real estate or property management
• Experience overseeing daily operations of single-family or multi-family rental homes
• Ability to deescalate tough situations and negotiate creative solutions
• General understanding of leasing, property management, and real estate investing
• Excellent verbal and written communication skills
• Experience managing budgets and generating financial reports
• Proficiency with Google applications and project management tools
• Knowledge of local residential real estate laws and regulations
• Ability to travel (approximately 10% including quarterly overnight visits)
• Flexible schedule including evenings and weekends as needed

Preferred Qualifications

• Bachelor’s degree
• Real estate license or trades license
• Proficiency with property management software such as Yardi, MRI, AppFolio, or Propertyware

Benefits

• Generous PTO policy
• 12 Paid Holidays
• Volunteer Time Off
• Paid Parental Leave
• 401k Program
• Wellness and home office/cell phone subsidies
• Robust health, dental, and vision insurance

About the Company

Roofstock is a leading end-to-end investment platform for single-family rental homes, merging real estate passion with cutting-edge technology to reinvent the rental housing ecosystem.