Resident Experience Director

UDR Careers; Germantown (MD); On-site; USD 70,000 - 95,000; Full time

Job summary

UDR's Seneca Place in Germantown, MD seeks a Community Director to manage all aspects of customer service and the resident experience, lead a dedicated community team, and drive operational excellence. You will supervise staff, oversee leases, vendor relationships, and financial processes, ensure compliance with Fair Housing, and execute events and marketing to sustain occupancy.

This role requires strong leadership, exceptional communication, and a hands-on approach to maintain high service

Qualifications

• Experience leading a community operations team and driving customer service initiatives.
• Strong ability to supervise staff, manage leases, and coordinate vendor relationships.
• Knowledge of property management processes, Fair Housing laws, and performance metrics.

Responsibilities

• Lead the community team and drive resident services to achieve occupancy and satisfaction goals.
• Oversee move-ins, renewals, and lease administration with the Business Manager.
• Manage vendor relationships and IT/system support related to property operations.
• Plan and manage community events and marketing to drive occupancy and visibility.
• Monitor performance metrics and ensure compliance with company policies and FSLA guidelines.
• Foster a positive community culture and escalate issues to maintain service standards.

Skills

Team leadership

Customer service

Lease administration

Vendor management

People management

Communication

Tools

Sugar CRM

Smart Rent

Job description

UDR's Seneca Place in Germantown, MD seeks a Community Director to manage all aspects of customer service and the resident experience, lead a dedicated community team, and drive operational excellence. You will supervise staff, oversee leases, vendor relationships, and financial processes, ensure compliance with Fair Housing, and execute events and marketing to sustain occupancy.

This role requires strong leadership, exceptional communication, and a hands-on approach to maintain high service