Community Relations Manager

Essex Property Trust; San Mateo (CA); On-site; USD 91,000 - 109,000; Full time

Benefits offered by this job

Housing discount 20%

Benefits package

Job summary

Essex Property Trust is seeking a Community Relations Manager in Foster City, CA to lead a team that enhances resident experience across the community. You will oversee resident communications, coordinate move-in/out processes, and guide property operations with a strong emphasis on service quality and professionalism.

The role requires supervisory experience in property management, exceptional customer service, and the ability to manage budgeted activities.

Qualifications

• Minimum high school diploma; college degree preferred.
• 2+ years in property management with supervisory experience.
• Strong customer service orientation and willingness to help people.
• Experience supervising two or more associates.
• Ability to operate within budget guidelines.
• Proficient in English (read, write, speak).
• Ability to use a personal smart device for operations.

Responsibilities

• Oversee a team responsible for resident communications and inquiries via CRM.
• Ensure seamless move-in/out processes, including paperwork and ID checks.
• Coach staff to deliver prompt, professional customer service.
• Manage portfolio tasks and calls, ensuring timely responses and metrics alignment.
• Provide guidance on property features and operations to the team.
• Collaborate with Community Management Team to boost operations and satisfaction.
• Maintain confidentiality of resident and property information.
• Oversee participation in resident events and notice postings.
• Delegate special projects to support operations and satisfaction.
• Ensure budget compliance and cost-effectiveness.
• Lead staff development, performance reviews, and accountability.
• Ensure adherence to policies, Fair Housing laws, and OSHA standards.

Skills

Team leadership

Customer service

Communication

Budget management

Office software

Education

High school diploma

Bachelor's degree preferred

Tools

CRM software

Microsoft Office

Job description

Community Relations Manager

City: Foster City
State: California
Job Location: SFO 440 The Plaza
Position Type: Regular

The Community Relations Manager is responsible for delivering an exceptional resident experience throughout their journey at Essex. This role manages a team of community relations representatives who serve as the primary point of contact for residents. The position focuses on fostering positive relationships, managing communication, ensuring smooth move‑in and move‑out processes, and supporting community management operations with a high level of customer service and professionalism.

What You Will Do

• Oversee and support a team responsible for managing resident communications and inquiries through the CRM system.
• Ensure the team facilitates seamless move‑in and move‑out experiences, including processing paperwork, conducting identification checks, and addressing resident questions both in‑person and virtually.
• Promote a high standard of customer service by coaching the team to address resident concerns promptly and professionally, stepping in to resolve issues when escalation is necessary.
• Oversee the team's handling of portfolio tasks and calls through Funnel, ensuring timely responses and compliance with company standards and metrics, while providing support as needed.
• Maintain a deep understanding of the assigned community portfolio and provide guidance to the team on property‑specific features and operations.
• Collaborate with the Community Management Team to enhance operations and achieve customer satisfaction goals.
• Ensure the proper handling of confidential resident and property information by the team, maintaining professionalism and discretion.
• Oversee team participation in occasional resident events, ensuring successful coordination and execution.
• Manage and delegate occasional notice posting across the property portfolio.
• Assign and oversee special projects to support community operations and resident satisfaction.
• Delegate workload effectively among community relations representatives to maintain productivity and service quality.
• Monitors office expenses, ensuring that expenses are within budget and cost effective.
• Manage personnel throughout their employment lifecycle that includes career planning and development, accountability and performance management, and recognition.
• Oversee and execute additional duties and special projects as assigned to support community operations and enhance resident satisfaction.
• Ensure team compliance with company policies, Fair Housing laws, Landlord‑Tenant regulations, and OSHA standards.

What You Will Need

• High school diploma or equivalent required, college degree preferred.
• 2+ years of property management experience with 1‑2+ years of supervisory experience.
• Commitment to providing exceptional customer service and a desire to help people.
• Proven ability to supervise staff of two or more associates.
• Ability to work within budgeted guidelines.
• Ability to read, write, speak, and understand English.
• Ability to utilize a personal smart device for apps related to property operations and communication.
• Strong organizational and time management skills to handle multiple responsibilities effectively.
• Ability to work independently and collaboratively in a centralized hub environment.
• Proficiency with Microsoft Office Suite and property management or CRM software.
• Must work on‑site in the office five days per week.

What The Job Requires

• Maintain alignment with Essex policies and procedures while effectively managing relationships with internal and external stakeholders, including Accounting, Legal, and other departments within Essex.
• Maintain compliance with all applicable laws, e.g., Fair Housing, Landlord‑Tenant, Local Building Codes, OSHA, and EEOC.
• Excellent verbal and written communication skills. Ability to create, compose, and edit written material.
• Regular, consistent, and timely attendance required.
• Work is primarily conducted in an office setting. Requires sitting at a desk or workstation for extended periods, with occasional need to deliver resident notices. May involve walking and use of stairs for prolonged periods of time. Involves the use of standard office equipment such as computers, phones, and printers.
• Availability to work a flexible schedule, including weekends.
• Travel required for occasional meetings, training, community visits.

What You Will Bring To The Table

• Provides formal supervision to associates within a single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action, and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisals for staff.
• Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with Essex's values.
• Ability to respond effectively to sensitive issues. Ability to write reports. Ability to make effective and persuasive presentations to employees and clients.
• Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.
• Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines.
• Ability to meet all job requirements and assignments.

Benefits

All full‑time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and more. With our 12 paid holidays and 15 PTO days, work/life balance is a priority! Additionally, most positions are eligible for a housing discount of 20%.

Essex provides great communities in which to live, work and invest. We are a purpose‑driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams. Working at Essex is not a destination. It is a journey where you can confidently build your career.

New hires generally start between $91,000.00 - $109,000.00 per year. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs.

This role is also eligible to participate in Essex’s discretionary Annual Bonus program that is commensurate with the level of the position.