Director, Resident Services

HomeRiver Group; Lake Hiawatha (NJ); Remote; USD 90,000 - 130,000; Full time

Job summary

HomeRiver Group, a leader in property management, seeks a Director of Resident Services to oversee operations and enhance client experiences. This role emphasizes team leadership, performance management, and maintaining high service standards in a fully remote work environment. The ideal candidate will possess significant leadership experience, a customer-centric focus, and a passion for team development.

Benefits

Competitive salary with bonuses

Comprehensive benefits package

401(k) with employer match

Generous paid time off

Work-from-home flexibility

Qualifications

• 10+ years of multi-level leadership experience preferred.
• Knowledge of property management and case management systems.
• Proactive, detail-oriented, and strategic problem-solver.

Responsibilities

• Lead the Resident Coordinator Department in daily operations.
• Develop and monitor KPIs for team performance.
• Recruit, onboard, and mentor new team members.

Skills

Leadership

Customer Service

Conflict Resolution

Problem Solving

Organizational Skills

Communication

Education

Associate's degree or higher

Tools

Property management software

Salesforce

Job description

Job Purpose/Summary

HomeRiver Group is looking to fill the role of Director of Resident Services. This role oversees the performance of the Resident Coordinator Department, which manages client (residents and owners) support, rent collection, delinquency processing, and lease administration. The Director will establish, monitor, and actively optimize KPIs to guide their team's success, ensuring high service standards for both residents and clients. This is a fully remote work from home position.

Essential Functions

• Lead, inspire, and support the Resident Coordinator Department, comprising multiple teams, leaders, and staff in managing daily operations with a strong emphasis on delivering a positive client experience.
• Build, review, and actively monitor key performance indicators, set strategic goals, and manage team performance.
• Recruit, onboard, and mentor new team members and leaders fostering a culture of teamwork, efficiency, precision, and exceptional customer service.
• Develop a strategic plan to drive departmental performance and objectives.
• Deliver consistent performance feedback through employee recognition, coaching, and, when necessary, performance management.
• Conduct regular employee evaluations and assessments to support professional development.
• Serve as the ultimate escalation point for resident management concerns, working closely with team members, cross-functional departments, and clients to resolve issues efficiently.
• Facilitate individual and team meetings regularly to ensure alignment and effectiveness.
• Build, maintain, and manage the team's gearing ratios to optimize performance, capacity, and quality.
• Optimize KPIs, reporting, effective team utilization, and performance. KPIs, including but not limited to Case Management, Contact Center, Rent Collection, Delinquency, and Eviction.
• Lead projects that drive operational objectives with cross-functional departments, staff, and leaders
• Partner with cross-functional departments to identify and implement interdepartmental solutions
  
  

Education And Experience

• Associate's or higher college education, or equivalent professional experience, required
• 10+ years of multi-level leadership experience leading leaders of people, preferred
• Knowledge of property management software, i.e., Property Ware, AppFolio, Yardi, etc., preferred
• Knowledgeable in business process improvement and relevant experience, preferred
• Knowledge of case management systems, i.e., Salesforce, and other CRMs, preferred
• Strong Interpersonal & Conflict Resolution Skills - Skilled at fostering relationships, mediating disputes, and ensuring positive outcomes.
• Superior Customer Service Focus - Dedicated to responsive, solution-driven support that enhances resident and client satisfaction.
• Proactive & Organized - Takes initiative, efficiently manages multiple tasks, and ensures timely completion.
• Strategic Problem Solver - Anticipates challenges, identifies improvements, and drives operational success.
• Adaptable & Resilient - Navigates change seamlessly while maintaining professionalism and composure.
• Team-oriented & Growth-Focused - Encourages collaboration, accountability, and continuous learning.
• Clear & Effective Communicator - Strong written and verbal skills for engaging and directing diverse stakeholders.
• Detail-oriented & Results-Driven - Focused on accuracy, efficiency, and achieving objectives.
• Emotionally Intelligent & Professional - Approaches sensitive matters with discretion, empathy, and maturity.
  
  

LEADERSHIP / SUPERVISORY

• Supervise onshore and offshore staff, including leaders who support and extend the Resident Coordinator Team. This role reports directly to the Head of the Centers of Excellence.
  
  

What We Offer

• Competitive salary and bonus eligible.
• Comprehensive benefits package (medical, dental, vision, life insurance, AD&D, FSA).
• 401(k) with employer match up to 3%.
• Generous paid time off (holidays, PTO, volunteer time, birthday time, wellness time).
• Employee Assistance Program.
• Work-from-home flexibility.
• A fun, supportive, and rewarding work environment!
  
  

About HomeRiver Group

HomeRiver Group is a national property management leader, providing top-tier services in the single-family and multi-family rental markets. We're committed to professional, honest, and proactive management. Our team enjoys a positive culture, competitive pay, and excellent benefits because we believe happy employees are the key to providing exceptional service.

Ready to Apply?

Our application is quick and easy! If you're looking for a great opportunity, fill out our 3-minute, mobile-friendly application today. We'd love to hear from you!

HomeRiver Group is an Equal Opportunity Employer.