Resident Experience Lead

Roofstock, Inc.; United States; On-site; USD 33,000 - 37,000; Full time

Benefits offered by this job

Generous PTO Policy

12 Paid Holidays

Volunteer Time Off

Paid Parental Leave

401k Program

Health, dental, vision insurance

Wellness subsidies

Job summary

Roofstock, Inc. is seeking a Resident Experience Manager to advocate for residents and oversee their journey from lease initiation to renewal.

You will build relationships, resolve issues, and coordinate with product teams to improve the resident experience across multiple markets. The role requires a customer-driven mindset, strong communication, and the ability to travel for quarterly visits within the assigned territory.

Qualifications

• 3+ years in real estate or property management overseeing daily rental operations.
• Excellent verbal and written communication; ability to deescalate situations.
• Knowledge of leasing, property management and real estate investing principles.
• Budgeting, financial reporting, and data-driven decision making.
• Proficiency with Google apps, workflow or project management tools, and mobile payments.
• Willingness to travel quarterly overnight visits to assigned territory.

Responsibilities

• Proactively engage residents to address urgent questions via phone.
• Draft empathetic responses to non-urgent matters in the portal using templates.
• Manage resident requests from initiation to completion in the case mgmt system.
• Review case records and draft summaries for context and clarity.
• Monitor productivity metrics to meet or exceed service levels.
• Test new features and provide product feedback.
• Mentor Junior RXMs and support team development.
• Generate lease addenda and process changes compliant with local laws.
• Contribute to process improvement initiatives for efficiency.
• Serve as Roofstock brand ambassador and participate in market huddles.

Skills

Relationship building

Deescalation

Budgeting

Excel/Spreadsheets

Communication

Cross-functional teamwork

Travel readiness

Independent work

Education

Bachelor's degree in real estate or related field

Real estate license (nice to have)

Tools

Yardi

MRI

AppFolio

Onesite

Matterport

Renowalk

Propertyware

Job description

Roofstock, Inc. is seeking a Resident Experience Manager to advocate for residents and oversee their journey from lease initiation to renewal.

You will build relationships, resolve issues, and coordinate with product teams to improve the resident experience across multiple markets. The role requires a customer-driven mindset, strong communication, and the ability to travel for quarterly visits within the assigned territory.