Director of Resident Services

Evernest; United States; On-site; USD 110,000 - 130,000; Full time

Job summary

Evernest is looking for a Director of Resident Services to manage and optimize resident-facing operations, enhance the resident experience, and demonstrate strong leadership. This key position is responsible for improving retention rates and operational efficiencies while leading a talented team. Applicants should have extensive experience in property management with expertise in data-driven decision-making, regulatory compliance, and a passion for delivering exceptional service.

Qualifications

• 5+ years in property management or related field, with minimum 3 years in leadership.
• Proven ability to reduce delinquency and enhance resident experiences.
• Experience leading virtual teams in high-volume environments.

Responsibilities

• Lead and inspire the team to foster a culture of excellence.
• Drive resident retention through improved engagement and proactive strategies.
• Manage the Resident Services P&L and monitor performance via dashboards.

Skills

Data-driven decision-making

Operational excellence

Resident retention improvement

Team leadership

Process optimization

Education

Bachelor’s degree

Tools

Property management software

BI tools

CRM systems

Job description

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This range is provided by Evernest. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$110,000.00/yr - $130,000.00/yr

at Evernest

Position Overview

Evernest is seeking an exceptional Director of Resident Services to lead and optimize our resident facing operations. This leader will be responsible for building and managing their team, driving results for our clients and delivering an outstanding resident experience. They will leverage data, technology, and operational excellence to reduce delinquency, maximize renewals and rent growth and set a new standard for resident services.

The ideal candidate is both strategic and hands-on, improving processes at scale while driving accountability and measurable results. They have deep delinquency expertise, have measurably improved resident retention and more importantly, they foster a culture of extreme ownership and continuous improvement. They excel as a cross-functional partner, have a bias towards action and thrive in high growth and fast paced environments.

This individual will have successfully built and led teams and excelled in a virtual setting. They are eager to streamline workflows, implement thoughtful automation, and optimize resident touchpoints to improve the resident experience and drive efficiency.

They must be equally comfortable spending time with front line team members, analyzing data and using BI tools, and presenting insights to the C-suite. Process optimization, P&L ownership and operational excellence are required.

This role reports directly to the COO.

Responsibilities

• Lead and inspire the team by fostering a culture of excellence and core value alignment.
• Own the resident services hiring pipeline and only tolerate A-players.
• Reduce delinquency through proactive rent collection strategies, resident engagement and creative alternatives.
• Increase resident retention by improving the resident experience through faster responses and issue resolution and resident advocacy.
• Exceed client SLAs.
• Partner with Product and Data to develop and improve workflows and build dashboards that monitor and drive performance.
• Reduce the cost to manage by evaluating and implementing automation, specialization and 3rd party tools and services.
• Ensure compliance with all resident-related laws, regulations, and company policies.
• Own the Resident Services P&L.
• Create KPIs, raise the bar and hold the team accountable.
  
  
  

Requirements

• 5+ years of experience in property management, resident services, or a related field, with at least 3 years in a leadership role.
• Proven track record in reducing delinquency, improving resident retention, and optimizing resident experience.
• Expertise in data-driven decision-making and performance analytics.
• Strong understanding of fair housing laws, eviction processes, and regulatory compliance.
• Experience building, leading, and scaling virtual teams in a high-volume, multi-market environment.
• Proficiency with property management software, BI tools, automation, and CRM systems.
• Bachelor’s degree required.
  
  
  

Company Overview

Evernest is a full-service real estate and property management company with a national presence, and an outstanding reputation. We operate in 45+ of the nation's most investable markets and with over 23k homes under management, Evernest is recognized as one of the largest single-family and small multi-family brokers and operators in the country.

We’re on a mission to build something great. Our goal is to manage 250k homes by 2030 and be the nations premiers SRF and small MRF operator. It’s an exciting journey, but we can’t do it alone. Evernest is looking for driven individuals who share our vision, are committed to our goals and core values, and want to build a better future for our clients and the communities we serve.

CORE VALUES

To be considered for this position, you must embody and champion Evernest’s company core values:

Win Together – We put our team, the company, and our clients first. Alone we can do so little; together we can do so much.

Do the Right Thing – We operate with the highest levels of accountability and are transparent with each other, our clients, and our customers.

Own the Outcome – We are results-obsessed and continuously strive to improve our clients' experience. We are raising the bar in the industry.

Embrace the Grind – We do whatever it takes to get the job done and deliver results that matter.

Grow Daily – We are committed to improving ourselves and Evernest. We don’t accept mediocrity and always strive for excellence.

#IND123

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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