Resident Experience Manager - Scottsdale Grand Apartments

GRE Management • Scottsdale, AZ

5d • Onsite

About The Position

The Resident Experience Manager promotes a sense of community and manages the resident life cycle, serving as a primary point of contact for residents and prospects. The role provides customer service and communication to enhance resident satisfaction and support renewals, revenue, reputation, and profitability.

This position oversees move-ins, make-ready coordination and unit status, apartment inspections, application and lease documentation, resident satisfaction and complaints, online reputation, and lease renewals. It supports leasing and marketing activities, resident events, community-building, lease-violation resolution, and move-outs. The manager may act as the on-site supervisor when the Community Director is absent, coordinating daily work and maintenance and make-ready tasks.

The position requires knowledge of state landlord-tenant law, administrative and maintenance scheduling ability, initiative, discretion with sensitive information, organization under pressure, and professional communication. The schedule is Monday through Friday, 9:00 a.m. to 6:00 p.m.; weekends and after-hours work are sometimes required. This is an exempt, full-time position of 40 hours per week.

Requirements

• At least 3 years of experience in property management.
• At least one year with GRE Management.
• High school diploma or equivalent.
• Knowledge of state landlord-tenant law.
• Ability to manage administrative and maintenance team scheduling.
• Ability to work at a fast pace under pressure and stay organized to meet deadlines.
• Ability to handle sensitive information and situations confidentially.
• Professional and pleasant communication with team members, residents, visitors, and the public.
• English speaking, reading, and writing proficiency sufficient to carry out job duties.
• Knowledge of Yardi, Microsoft Access, Internet Explorer, Microsoft Excel, Microsoft Outlook, Microsoft Word, and Windows Operating System.

Nice To Haves

• Certified Apartment Manager (CAM) certification is preferred.
• Property management or related-field experience is preferred.
• Real estate license if required by state regulations.
• Driver’s license and insurance may be required.

Responsibilities

• Oversee move-in orientations, ensure required documentation is received, and follow community and GRE-M best practices.
• Coordinate with maintenance to ensure make-ready work is completed before move-in; manage unit status and availability, communicate ready dates and needs, inspect apartments, and arrange completion of outstanding work.
• Provide customer service to applicants and follow up promptly on needed documentation.
• Ensure application and lease files contain necessary documentation and comply with internal best practices and legal processes.
• Monitor and respond to NPS surveys and resident satisfaction concerns; monitor online reputation and address escalated complaints in coordination with marketing.
• Support the lease renewal program by preparing renewal letters, contacting residents before move-out dates, ensuring documents are signed and implemented on time, and working with the Community Director on the renewal process and expiration schedule.
• Support leasing and marketing efforts by greeting prospects, gathering guest information, showing apartments, and assisting with the leasing marketing cycle.
• Promote community and resident connections through follow-up and outreach.
• Assist with resolution of lease violations under the Community Director’s direct supervision and handle resident complaints about the living experience.
• Manage FlexRent enrollment and promote the program’s benefits.
• Lead resident events in accordance with company policies and the community annual plan.
• Follow incident-report best practices and, when the Community Director is absent, submit reports on time as needed.
• Act as on-site supervisor when the Community Director is absent by organizing and delegating daily work and coordinating maintenance and make-ready tasks.
• Manage move-outs, including scheduling and completing inspections, taking photographs, conducting pre-move-out inspections with maintenance, and coordinating unit-turn needs.
• Ensure move-out procedures and paperwork are completed accurately and on time.
• Assist with evictions related to non-payment.
• Distribute resident correspondence and notices while maintaining confidentiality; assist the Centralized Processing team with legal notice distribution.
• Maintain effective working relationships with internal and external contacts and uphold the BE ONE TEAM value.
• Perform additional duties and participate in special projects as assigned.

Benefits

• Employer-paid medical and dental coverage for employee
• Medical and dental coverage available for dependents
• 11 paid holidays plus 3 floating holidays
• Two weeks of paid vacation granted upon hire
• 401(k) plan
• 16 hours of paid volunteer time
• Career growth and education opportunities
• May be eligible for community-specific incentive programs, which may include occupancy-based incentives, lease-up bonuses, financial performance bonuses, or annual performance awards; eligibility and criteria are determined by the ownership group

What This Job Offers

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