Community Manager

Twin Pines • Harlem, NY

29d • Onsite

About The Position

Twin Pines Management is seeking a proactive, organized, and service‑focused Resident Services Coordinator to support daily operations across our multifamily residential portfolio. This role is ideal for someone who excels in a fast‑paced environment, maintains a strong sense of urgency, and delivers consistently exceptional customer service. The Rangel campus is a diverse residential community comprising of 984 units spread across 8 buildings, all of which are fourteen-story high-rise elevator buildings, each equipped with two elevators. A day-care, senior center, community center and storage are attached to Building 8. Building 6 contains one community 5,502 sq ft community space that is currently vacant. The property also includes 226 surface parking spaces, one outdoor refuse collection area, three children's play areas, and open paved and landscaped spaces. Four commercial spaces are also attached to one of the high-rise buildings. This site will be undergoing substantial rehabilitation under the NYCHA PACT Program including renovations to the grounds, substantial elevator rehabilitation, and each individual apartment receiving full remediation and renovation.

Requirements

• High School Diploma or equivalent required
• Prior experience in Affordable, Project-based Section 8, or LIHTC multifamily housing required
• leasing, hospitality, or customer-facing experience is a plus
• Familiarity with property management software (e.g., Yardi) is a plus

Responsibilities

• Provide exceptional service to clients by ensuring proactive, hands-on management of assigned portfolios, aligning property operations with client goals, and serving as a key point of contact for all client-related matters while maintaining strong on-site presence and asset oversight.
• Serve as the primary point of contact for clients, ensuring open, clear, and consistent communication regarding property performance, physical condition, issues, and updates.
• Build and maintain strong client relationships by understanding ownership priorities and aligning day-to-day operations and long-term strategies to meet or exceed expectations.
• Conduct regular (no less than bi-monthly) check-ins and status meetings with clients to review property metrics, site observations, capital needs, and operational initiatives.
• Collaborate closely with Property Operations/Central Office to prepare annual budgets, monthly financial reports, and weekly operational summaries.
• Present comprehensive property performance updates to clients, inclusive of financial results, leasing activity, maintenance trends, and physical asset condition.
• Support client communication with timely, thoughtful responses to questions, concerns, and ad-hoc information requests.
• Ensure property operations and on-site execution are aligned with the client’s business plan and strategic objectives.
• Translate client directives into actionable tasks for on-site and central teams, overseeing execution to ensure consistency and accountability.
• Regularly update clients on the progress of business plan initiatives, including leasing velocity, compliance requirements, maintenance programs, preventative care, and capital projects.
• Maintain regular on-site presence across assigned properties to ensure assets are well-maintained, operational standards are met, and communities present appropriately.
• Conduct routine property walks and inspections to evaluate curb appeal, common areas, resident-facing spaces, and back-of-house operations.
• Act as an advocate for the client by proactively identifying operational, physical, or reputational risks and addressing them before they escalate.
• Implement a structured escalation process for complex issues, coordinating with Property Operations/Central Office and other departments as needed.
• Provide timely updates and resolution paths to clients, ensuring transparency and confidence in management performance.
• Collect and analyze property, operational, and resident data to identify trends, opportunities, and areas for improvement.
• Partner with the Business Analytics/Reporting team to deliver insights and recommendations that support client objectives and asset performance.
• Provide custom reporting as requested, including occupancy, leasing activity, maintenance metrics, resident feedback, and site condition observations.
• Develop and maintain standardized operational and client-service processes to ensure consistency and quality across all assigned communities.
• Continuously evaluate service delivery and operational protocols, implementing improvements based on site observations, client feedback, and performance data.
• Work with Property Operations/Central Office to integrate technology and streamline workflows that enhance operational efficiency and the client experience.
• Ensure properties adhere to lease agreements, regulatory requirements, and company policies through regular site inspections, monthly cash controls, and property audit checklists.
• Partner with Leasing, Maintenance, and Compliance teams to address risks related to physical condition, safety, regulatory compliance, and operational controls.

Benefits

• Medical, Dental, and Vision coverage
• Access to multiple medical plan options through our benefits partner, including PPO and HMO plans, allowing employees to choose coverage that best fits their needs.
• Flexible Spending Accounts (FSA)
• Pre-tax accounts available for eligible healthcare and dependent care expenses.
• 401(k) Retirement Plan
• Opportunity to contribute to a tax-advantaged retirement plan to support long-term financial planning.
• Paid Time Off & Holidays
• Competitive PTO program, including paid holidays, vacation, and sick time.
• Commuter Benefits
• Pre-tax commuter benefits available for transit and parking expenses.
• Professional Growth & Development
• Exposure to complex, high-impact work within affordable housing, with opportunities to grow leadership skills and deepen regulatory and operational expertise.
• Mission-Driven Work
• The opportunity to make a meaningful impact by supporting affordable housing communities across New York City.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED