Manager, Resident Experience (Delinquency & Eviction Specialist)

Roofstock; Dallas (TX); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Generous PTO policy

12 paid holidays

401k program

Wellness and home office subsidies

Health, dental, vision insurance

Job summary

Roofstock, Inc. is seeking a Manager, Resident Experience to lead the Delinquency and Eviction team across the SFR portfolio. You will guide a group of Jr.

Delinquency/Eviction Specialists and specialists, driving strategies to minimize delinquencies and ensure lawful eviction processes. You will partner with property managers, legal teams, and senior leadership to align objectives, optimize workflow, and maintain regulatory compliance while delivering strong resident relations and performance

Qualifications

• 2+ years of experience in property management.
• 2+ years of experience managing a team.
• Experience with collections, delinquency, or eviction processes.
• 2+ years experience in a customer service position.
• Ability to thrive in a fast and evolving environment.
• Tech-savvy with the ability to use G-Suite products and property management software.
• High degree of accuracy, organization, and attention to detail.
• Strong communication skills, both written and verbal.

Responsibilities

• Lead and mentor a team of Delinquency & Eviction Specialists and related roles.
• Set objectives, conduct 1:1s, and provide coaching.
• Oversee onboarding/offboarding and recruitment for the team.
• Monitor delinquency rates and manage eviction processes with regulatory compliance.
• Collaborate with property managers, legal teams, and leadership.
• Own workflows and automation with product and engineering.
• Ensure documentation and compliance for delinquency/eviction activities.
• Present metrics and insights to senior management.

Skills

Team leadership

Delinquency knowledge

Eviction processes

Communication skills

G-Suite proficiency

Attention to detail

Process improvement

Tools

Yardi

AppFolio

Sigma

Job description

Manager, Resident Experience (Delinquency & Eviction Specialist)

What we do and why we do it

As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to make real estate investing radically accessible, cost effective, and simple. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.

How it’s going (and growing)

With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of Stessa (financial and asset management software), RentPrep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in Casago (short-term rental management services), expanding our platform to support both long-term and short-term rental investment services.

About the Role

The Manager for the Delinquency and Eviction Team will oversee a team of Jr. Delinquency/Eviction Specialists and Delinquency & Eviction Specialists, ensuring the effective management of delinquent accounts and eviction processes. The Manager will provide leadership, develop strategies to minimize delinquencies and ensure compliance with all applicable laws and regulations. This role is critical in maintaining financial stability and fostering positive relationships with residents across the portfolio.

Responsibilities

• Team Leadership and Management:
• Supervise, mentor, and develop a team of Delinquency & Eviction Specialists, Jr. Specialists, and HAP Specialists.
• Set performance objectives, conduct regular 1:1’s, and provide ongoing coaching and feedback.
• Oversee the onboarding and offboarding of new team members to ensure a smooth transition and integration into the team.
• Recruit and hire to fill open positions on the team.
• Foster a culture of excellence, accountability, and collaboration within the team.
• Create and implement effective training programs and supporting process documents to support changes in local and state laws.
• Delinquency and Eviction Oversight:
• Monitor and analyze delinquency rates across the portfolio, developing and implementing strategies to minimize late payments and non-payment issues.
• Oversee the initiation and management of eviction processes, ensuring compliance with local, state, and federal regulations.
• Ensure accurate documentation and record-keeping of all delinquency and eviction activities.
• Oversee the Legal Rent Demand Notice (LRDN) program, bankruptcy cases, and HAP/Section 8 delinquency.
• Cross-Functional Collaboration:
• Work closely with property managers, legal teams, and other stakeholders to efficiently handle delinquency and eviction cases.
• Coordinate with the senior leadership team to align team goals with company objectives.
• Manage relationships with eviction attorneys and vendors, including performance and escalations.
• Process Improvement and Compliance:
• Identify areas for process improvement and implement strategies to enhance the efficiency and effectiveness of delinquency management and eviction processes.
• Own the workflows and automation the team relies on, partnering with product and engineering on changes.
• Ensure all team members are up-to-date with relevant laws, regulations, and company policies related to property management and eviction.
• Reporting and Analysis:
• Prepare and present reports on delinquency and eviction metrics, trends, and forecasts to senior management.
• Present DQ results and commentary to owner clients in monthly business reviews.
• Utilize data to drive decision-making and optimize team performance.
• Customer Relations and Conflict Resolution:
• Oversee communication strategies with residents regarding delinquency concerns, payment plans, and eviction notices.
• Provide guidance and support to team members in handling escalated resident concerns and disputes.
• Handle escalated calls directly when necessary to resolve complex resident issues.
• Training and Onboarding:
• Manage the onboarding process for new attorneys in new markets to ensure seamless integration into the company’s legal procedures.
• Provide ongoing training for team members regarding changes in laws and regulations affecting delinquency and eviction processes.

Qualifications

• 2+ years of experience in property management.
• 2+ years of experience managing a team.
• Experience with collections, delinquency, or eviction processes.
• 2+ years experience in a customer service position.
• Ability to thrive in a fast and ever-evolving environment.
• Tech-savvy with the ability to use G-Suite products and property management software.
• High degree of accuracy, organization, and attention to detail
• Strong communication skills, both written and verbal.

Nice to Have

• Proficiency with property management software (e.g. Yardi, AppFolio, or similar) and reporting tools such as Sigma.
• Proficiency with Google Suite.
• Working knowledge of the eviction process, including filings, writs, and attorney coordination.
• Experience using workflow automation or AI tools to improve team efficiency.

Location

• Generous PTO Policy
• 12 Paid Holidays
• 401k ProgramWellness and home office/cell phone subsidies
• Robust health, dental, vision insurance, and more

Must be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1-B Visas at this time.

Any offer of employment is conditioned upon the successful completion of a background investigation.

Commitment to Equal Employment Opportunity

Roofstock is an equal opportunity employer. In keeping with the values of Roofstock, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Roofstock’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.