Resident Relations Manager

Abode•Livermore, CA

10d•Onsite

About The Position

The Resident Relations Manager fosters a safe, stable, and supportive living environment for residents. The role focuses on property appearance, maintenance and janitorial oversight, resident engagement, housing retention support, habitability, conflict resolution, vendor and invoice management, and coordination with service providers. The manager conducts proactive property walkthroughs, supports residents with tenancy-sustaining interventions, escalates compliance or safety concerns, and works with onsite staff, vendors, service providers, and central teams to maintain the community. Leasing certifications, waitlist management, recertifications, rent collection, rent ledger management, and regulatory compliance are handled centrally by APM’s Central Operations Team. The manager builds trauma-informed, culturally responsive relationships with residents; responds to resident concerns, accommodation requests, behavioral challenges, conflicts, and habitability issues; and supports lease and community-rule compliance. In coordination with the Central Team, the manager may show units to applicants and collect documents related to income and entrance criteria. The role also supports early intervention for tenancy concerns and coordinates with service providers and case managers, including through case conferences and multidisciplinary team meetings. The position oversees daily site conditions, work orders, unit turnovers, staff task completion, vendor activity, inspections, safety procedures, and property-related documentation. The manager directly supervises one or more onsite employees and may assist with onboarding, training, scheduling, timecards, staff development, and coverage. Some after-hours availability may be needed for urgent onsite situations or property emergencies under organizational response protocols. The position requires living onsite. Remote work is not available.

Requirements

High school diploma or equivalent (GED).
One to two years of progressively increasing property management experience, or experience in affordable or supportive housing, shelters, customer service, or mediation roles.
Excellent interpersonal, organizational, communication, time-management, and relationship-building skills.
Emotional intelligence, cultural humility, de-escalation skills, and the ability to work with individuals with complex needs and diverse populations, including people with disabilities.
Ability to build and maintain effective relationships with internal and external contacts and to work independently and collaboratively.
Strong analytical and problem-solving skills, meticulous attention to detail, and good judgment when analyzing complex situations, policies, procedures, laws, and regulations.
Integrity and respect for confidentiality.
Ability to engage residents with empathy, respect, and trauma-informed practice.
Thorough knowledge of fair housing and landlord-tenant laws.
Proficiency with Microsoft Office programs, systems, and platforms, and Yardi or other property management software.
Ability to learn and use required mobile devices and business-related applications.
Reliable transportation or access to a vehicle for work in an office, in-person meetings, and offsite events.
Ability and willingness to live onsite; remote work is not available.

Nice To Haves

Some college or training in business, real estate, or human services.
Ability to speak, read, and write a second language such as Spanish, Vietnamese, Tagalog, or Mandarin/Cantonese.

Responsibilities

Build positive, professional relationships with residents using trauma-informed and culturally responsive engagement.
Respond to resident concerns, reasonable accommodation requests, behavioral challenges, conflicts, and habitability issues in partnership with service providers.
Help residents understand and follow lease requirements and enforce community and house rules.
Coordinate with the Central Team to show units to applicants and collect documents related to resident income and entrance criteria.
Assist with early intervention for tenancy issues and escalate concerns as needed.
Coordinate with service providers and case managers regarding at-risk households, and participate in case conferences or multidisciplinary team meetings.
Conduct daily property walkthroughs to assess safety, cleanliness, and housing quality.
Identify maintenance issues and unit turnover needs, manage work order requests, and follow up with maintenance staff to ensure work is completed.
Oversee janitorial and maintenance staff workflow and assist with unit access for turnovers, inspections, preventive maintenance, and emergency entry.
Monitor vacancies and coordinate unit preparation with the Central Turnover team.
Directly supervise one or more onsite staff members and provide task direction in accordance with company policies and applicable laws.
Support onboarding and training, monitor task completion, and communicate performance concerns to the Property Operations Supervisor.
Provide input and recommendations on personnel matters; final personnel actions are reviewed and approved by the Property Operations Supervisor or higher management.
Assist with staff scheduling, monitor overtime, review and approve timecards, arrange coverage, and hold regular supervision meetings.
Support staff development, teamwork, professional conduct, and compliance with procedures, training, safety standards, and resident service protocols.
Coordinate onsite vendor activity for repairs, turnovers, janitorial services, landscaping, pest control, and security.
Document facility and habitability issues, schedule and conduct property inspections, and determine needed work scopes in consultation with the Central Team as appropriate.
Review bids, select vendors, contract for goods and services, oversee maintenance work, and secure required approvals or permits within the management plan and approved budget.
Review and submit vendor payments for approval, review and approve property expense invoices, and code expenses using the approved chart of accounts.
Inspect the property, update the emergency response plan, check that mechanical devices are working, and maintain a safe, clean, attractive environment.
Respond to onsite behavioral or property incidents under organizational protocols, document incidents, and escalate matters to Central Teams as appropriate.
Help keep common areas clean, secure, and accessible; support community standards and emergency procedures and drills.
Maintain resident communication logs, incident reports, habitability documentation, and onsite records, including leases, applications, income certifications, correspondence, and work order files.
Provide field information to Central Teams and post notices as directed, without providing legal interpretation or preparation.
Prepare resident relations and property operations reports as requested, including demographics, housing retention, vacancy, and unit turnover reports.
Participate in required training, staff meetings, and professional development.
Recommend measures to improve project fiscal performance, resident services, or the physical integrity of the property.
Perform other duties as assigned.