Resident Experience Director

Rutherford Management Company•Santa Cruz, CA

3d•Onsite

About The Position

Resident Experience Director Make Every Moment Matter Location: Santa Cruz, CA | Company: Rutherford Management Company Are you energized by being hands-on, leading from the front, and taking pride in creating well-run, welcoming communities? At Rutherford Management Company, our Resident Experience Directors (REDs) are responsible for both the experience and day-to-day performance of their communities. This is a role for someone who enjoys being in the field, staying close to the work, and following through on the details that make a meaningful difference for residents and teams alike. As a RED, you'll combine property oversight, team support, and resident engagement, bringing a thoughtful, accountable approach to everything you do. You'll build strong relationships, solve problems proactively, and ensure each community reflects our standards of service, care, and consistency. If you approach your work with a positive attitude, take pride in being present and hands-on, and bring a genuine enthusiasm for creating well-run communities, we'd love to meet you.

Requirements

Someone who takes pride in doing their job well and follows through on commitments
A hands-on professional who prefers being present in the field and close to the work
A proactive problem-solver who takes initiative and communicates clearly
Organized and detail-oriented, with a strong sense of ownership over outcomes
Positive, grounded, and team-oriented, with a willingness to learn and improve
Experienced in multifamily, hospitality, or property management (multi-site experience a plus)

Nice To Haves

multi-site experience

Responsibilities

Lead the Resident Experience: Build trust with residents through consistent communication, follow-through, and thoughtful resolution of concerns. Respond to reviews and feedback in a timely, professional, and solutions-oriented way. Support resident engagement initiatives that foster a strong sense of community. Deliver communications and notices with clarity, professionalism, and care.
Own Property Operations & Standards: Regularly visit assigned communities to assess curb appeal, safety, and overall presentation. Identify opportunities for improvement and coordinate timely solutions with service teams and vendors. Ensure communities consistently reflect company standards for cleanliness, safety, and readiness.
Drive Turn Execution & Unit Readiness: Own the quality, readiness, and timeliness of all vacant units. Manage maintenance team priorities and turn schedules to support timely unit availability. Walk vacant units regularly to ensure consistency in presentation and readiness. Partner with the Leasing & Hospitality Specialist (LHS) to ensure homes are show-ready.
Support and Lead Onsite Teams: Provide day-to-day guidance, support, and coaching to maintenance and onsite team members. Reinforce expectations around accountability, service, and follow-through. Address issues early and recognize strong performance. Foster a respectful, team-oriented environment.
Stay Connected to Property Performance: Maintain awareness of occupancy, vacancy trends, and property performance. Identify risks early and take action to support overall property health. Partner with leadership and cross-functional teams to execute on priorities.
Deliver Operational Consistency: Complete reporting, payroll, mileage, and administrative tasks accurately and on time. Maintain organized records and ensure compliance with company processes. Communicate clearly with leadership, providing updates that are concise and actionable.