Resident Experience Manager - University Club Apartments

American Campus Communities•Gainesville, FL

6d•Onsite

About The Position

The Resident Experience Manager is the senior-most role on property and leads the property team in creating an exceptional living environment for residents. The role oversees leasing, marketing, and administrative operations, supports resident satisfaction from prospect inquiry through lease renewal, and develops the team through recruitment, hiring, training, and performance management. The manager also oversees administrative processes, resident communications and conflict resolution, rent collection and eviction processes in partnership with centralized services as needed, and key control. The role partners with the Service Manager on property maintenance, curb appeal, financial performance, purchasing, and budget goals, and maintains ongoing communication with university partners. The manager represents American Campus Communities at resident functions and marketing events. The ideal candidate is an early-career leader with experience in leasing, marketing, customer service, or operations who is prepared to oversee property operations and team performance. Candidates should bring strong communication and problem-solving skills, including the ability to resolve conflicts and support team development, and be ready to grow into full site-level leadership responsibilities. American Campus Communities emphasizes inclusion, diversity, and equality, empathetic leadership, accountability, and community pride. Employees are expected to serve as company representatives and liaisons and to take pride in maintaining the community. Certain activities may be recorded for quality control or training, and compliance with the Photo, Video and Voice Recording Policy is a condition of employment.

Requirements

At least 2 years of leadership experience in student or multi-family housing, or a similar industry.
Skills in leasing and marketing, customer service, facility management, budgeting, supervision, business administration, public relations, residence life, and a combination of business and student development skills.
Strong communication and collaboration skills.
Demonstrated leadership skills.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

Bachelor’s degree in business or a relevant field preferred.

Responsibilities

Supervise the entire office team and all community assistants, leading leasing, marketing, and administrative operations to support an exceptional resident experience.
Recruit, hire, train, and develop direct reports to achieve leasing and marketing objectives and foster a positive, engaging 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, oversee successful events and programs, and ensure the website is regularly audited for accuracy and visual standards.
Manage the collection of 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 maintain the property and meet curb appeal standards.
Work with the Service Manager to oversee property financials, purchasing, and performance against budget.
Maintain consistent and ongoing communication with university partners.
Represent American Campus Communities as the property leader at resident functions and marketing events.
Oversee resident communications, including events and notices; manage rent collection and eviction processes in partnership 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 all interactions.
Perform other duties as assigned by the manager.