Resident Experience Director

Rutherford Management Company•Santa Cruz, CA

8d•Onsite

About The Position

The Resident Experience Director (RED) is responsible for both the experience and day-to-day performance of their assigned communities. This role requires a hands-on approach, staying close to the work and focusing on the details that make a difference for residents and teams. The RED combines property oversight, team support, and resident engagement with a thoughtful and accountable approach. They will build strong relationships, solve problems proactively, and ensure each community meets Rutherford Management Company's standards of service, care, and consistency.

Requirements

Takes pride in doing their job well and follows through on commitments.
Hands-on professional who prefers being present in the field and close to the work.
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.
Background Check and Drug Screen Required

Nice To Haves

Multi-site experience a plus

Responsibilities

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.
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.
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.
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.
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.
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.