Resident Experience Lead

Roofstock, Inc.; Portland (OR); On-site; USD 33,000 - 37,000; Full time

Benefits offered by this job

Generous PTO Policy

12 Paid Holidays

401k Program

Wellness/Home office subsidies

Health, dental, vision insurance

Job summary

Roofstock, Inc. is seeking a Resident Experience Manager in the Seattle, WA or Portland, OR area. You’ll advocate for residents, ensure a seamless lease journey, and coordinate responsive support from initiation through lease completion.

The role emphasizes empathy, clarity in communication, and cross-functional collaboration. You’ll build relationships, deescalate issues, mentor junior RXMs, and help optimize processes while traveling quarterly across your territory.

Qualifications

• 3+ years of experience in the real estate or property management industry; experience overseeing daily operations of rental homes
• Ability to deescalate tough situations and negotiate creative solutions
• Strong communication, including written and verbal; attention to grammar and tone
• Experience managing budgets, spreadsheets, and financial reporting
• Proficiency with Google apps, workflow tools, project management software, and mobile payments
• Willingness to travel—quarterly overnight visits within the territory

Responsibilities

• Proactively engage with residents to address urgent or sensitive questions via phone
• Draft empathetic responses to non-urgent matters within the resident portal
• Manage resident requests from initiation to completion using internal case management system
• Review case records and draft summaries for clarity
• Monitor productivity metrics to ensure service levels are met
• Test new features and provide feedback to product team
• Mentor and support Junior RXMs
• Generate lease addenda and changes in compliance with local laws
• Contribute to process improvements for efficiency
• Serve as Roofstock brand ambassador at market huddles
• Other duties as assigned

Job description

Roofstock, Inc. is seeking a Resident Experience Manager in the Seattle, WA or Portland, OR area. You’ll advocate for residents, ensure a seamless lease journey, and coordinate responsive support from initiation through lease completion.

The role emphasizes empathy, clarity in communication, and cross-functional collaboration. You’ll build relationships, deescalate issues, mentor junior RXMs, and help optimize processes while traveling quarterly across your territory.