Community Experience Manager

UDR, Inc.; Franklin (MA); On-site; USD 60,000 - 90,000; Full time

Job summary

UDR, Inc. is seeking a Resident Services Manager in Massachusetts to lead resident relations and daily operations of a multi-family community. You will supervise staff, ensure exceptional customer service, and coordinate leasing, vendor management, and events.

Responsibilities include enforcing policies, managing leases, and maintaining compliance with Fair Housing laws while partnering with the Business Manager on financial tasks.

Qualifications

• Bachelor's Degree in Business or related field is preferred.
• 2–5 years property management experience in onsite operations and customer service preferred.
• Valid driver's license is required.

Responsibilities

• Oversee resident relations and customer service programs to drive satisfaction and retention.
• Supervise and train staff; conduct daily/weekly team huddles to align on goals and policies.
• Enforce lease policies, review/sign leases, and maintain compliant resident records.
• Coordinate vendor management and IT systems; manage keys, access controls and security procedures.
• Plan and manage community events and oversee communications across the property’s website and social channels.
• Collaborate with the Business Manager on financial responsibilities and P-card reconciliations.

Skills

Customer service

Team leadership

Communication

Budgeting/financial

Microsoft Office

Education

Bachelor's Degree in Business or related field

Experience in property management/onsite operations

Valid driver’s license

Tools

Excel

CRM software

Website management/marketing tools

Job description

UDR, Inc. is seeking a Resident Services Manager in Massachusetts to lead resident relations and daily operations of a multi-family community. You will supervise staff, ensure exceptional customer service, and coordinate leasing, vendor management, and events.

Responsibilities include enforcing policies, managing leases, and maintaining compliance with Fair Housing laws while partnering with the Business Manager on financial tasks.