Resident Experience Lead — Customer-Centric Rentals

Mynd; Portland (OR); In loco; USD 68.770.000 - 77.366.000; Tempo pieno

Vantaggi offerti da questo lavoro

Generous PTO

12 Paid Holidays

Volunteer Time Off

Paid Parental Leave

401k Program

Health, dental, vision insurance

Home office stipend

Descrizione del lavoro

Roofstock is seeking a Resident Experience Manager (RXM) to advocate for residents and oversee the day-to-day journey throughout the lease lifecycle. This role emphasizes a positive, seamless, and responsive living experience through clear communication and timely issue resolution.

The RXM will build lasting relationships, de-escalate issues, and coordinate with cross-functional teams, with up to 10% travel.

Competenze

• 3+ years in real estate or property management.
• Experience overseeing daily operations of rental homes.
• Strong communication, relationship-building, and negotiation skills.
• Knowledge of leasing, property management, and real estate investing.

Mansioni

• Proactively engage with residents to address questions via phone.
• Draft empathetic responses to non-urgent matters in the portal.
• Manage resident requests from start to finish using the case system.
• Review case records and draft summaries for clarity.
• Monitor productivity metrics to meet service levels.
• Mentor junior RXMs and support team development.
• Generate lease addenda and changes per local laws.
• Contribute to process improvements and act as brand ambassador.

Conoscenze

Relationship management

Negotiation

Communication

Budget management

Spreadsheet skills

Google apps

Project management tools

Team collaboration

Travel readiness

Strumenti

Yardi

MRI

AppFolio

Onesite

Matterport

Propertyware

Descrizione del lavoro

Roofstock is seeking a Resident Experience Manager (RXM) to advocate for residents and oversee the day-to-day journey throughout the lease lifecycle. This role emphasizes a positive, seamless, and responsive living experience through clear communication and timely issue resolution.

The RXM will build lasting relationships, de-escalate issues, and coordinate with cross-functional teams, with up to 10% travel.