Resident Experience Manager - Chestnut Square

American Campus Communities•Philadelphia, PA

13d•Onsite

About The Position

The Resident Experience Manager leads the property team and oversees leasing, marketing, and administrative operations to create an exceptional living environment for residents. This is the senior-most role on the property. The manager recruits, hires, trains, and develops team members; supports team performance; oversees resident interactions and communications; and represents the company at resident functions and marketing events. The role includes managing property administrative processes and financial performance, partnering with the Service Manager on property maintenance and budgets, and maintaining communication with university partners. The manager also oversees resident feedback and improvement plans, rent collection and eviction processes in partnership with centralized services as needed, conflict resolution, and key control.

Requirements

Two years of leadership experience in student or multifamily housing, or a similar industry.
Strong communication and collaboration skills.
Demonstrated leadership skills.
Skills in leasing and marketing, customer service, facility management, budgeting, supervision, business administration, public relations, residence life, and business and student development.
Ability to perform essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

Bachelor’s degree in business or a relevant field is preferred.
Experience in leasing, marketing, customer service, or operations, with readiness to grow into full site-level leadership responsibilities.

Responsibilities

Supervise the office team and community assistants, overseeing leasing, marketing, and administrative operations.
Recruit, hire, train, and develop direct reports to achieve leasing and marketing objectives and foster a positive workplace.
Conduct performance evaluations and performance discussions with team members.
Collaborate with the supervisor and Human Resources on compensation adjustments for direct reports.
Ensure leasing, marketing, and administrative efforts meet company standards; serve as lease executor if applicable.
Direct marketing efforts, events, and programs, and ensure the website is regularly audited for accuracy and visual standards.
Manage resident feedback and survey results and create action plans for improvement.
Manage administrative needs, including scheduling, payroll, deposits and invoices, package management, incident reports, posting requirements, and contracts.
Partner with the Service Manager to ensure the property is well-maintained and meets curb appeal standards.
Work with the Service Manager on property financials, purchasing, and budget performance.
Maintain ongoing communication with university partners.
Represent the company as property leader at resident functions and marketing events.
Oversee resident communications, including events and notices; manage rent collection and eviction processes with centralized services as needed.
Resolve resident conflicts and disputes.
Oversee key control, including key box access.
Serve as an American Campus representative and liaison in interactions.
Perform other duties as assigned by the manager.