Resident Experience Manager

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

Portland, Oregon, United States; Seattle, Washington, United States

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 reinvent the rental housing ecosystem for the benefit of all. 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 Stella (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 Resident Experience Manager (RXM) serves as a vital advocate and liaison for residents, overseeing the day-to-day resident journey throughout their lease term. This role is highly customer-driven, focused on creating a positive, seamless, and responsive living experience. RXMs are responsible for building lasting relationships with residents by providing clear communication, swift issue resolution, and consistent support throughout the lease lifecycle.

Responsibilities

• Proactively engage with residents to address urgent or sensitive questions and concerns via phone calls.
• Draft thorough and empathetic responses to non-urgent matters within the resident portal, utilizing templates and training materials.
• Manage resident requests from initiation to completion using our internal case management system, ensuring tasks are performed in a timely manner.
• Review case records and draft comprehensive case summaries to provide context and clarity to all parties involved.
• Monitor productivity metrics to ensure service levels consistently meet or exceed expectations.
• Test new features and functionalities, providing feedback to the product development team.
• Mentor and support Junior Resident Experience Managers in their roles.
• Generate lease addenda and process changes to lease terms in compliance with local laws.
• Contribute to process improvement initiatives to enhance the efficiency and effectiveness of resident experience
• Serve as a Roofstock brand ambassador and actively participate in market huddles to address local issues and pain points collaboratively.
• Other duties as assigned.

Qualifications

• 3+ years of experience in the real estate or property management industry, overseeing daily operations of single-family or multi-family rental homes
• Ability and desire to cultivate relationships, deescalate tough situations, and negotiate creative solutions
• General understanding of leasing, property management, and real estate investing principles
• Excellent verbal and written communication skills; utilization of proper grammar, spelling, and tone
• Experience managing budgets, manipulating spreadsheets, and generating financial reports
• Tech proficiency with Google applications, workflow engines or project management tools, and mobile payment applications
• Ability to work independently and as part of a cross-functional team, driving projects through to completion
• Flexible schedule with the ability to work evenings and weekends, as needed
• Knowledge of local residential real estate laws and regulations
• Ability to travel, including quarterly overnight visits throughout your assigned territory

Nice to Have

• Proficiency with property management, inspection, and renovation software (e.g. Yardi, MRI, AppFolio, Onesite, Matterport, Renowalk, and/or Propertyware)

Travel Required

• 10%

Location

Seattle, WA or Portland, OR

Compensation

$24.00- $27.00 per hour.

Compensation may be adjusted based on experience, skills, and interview performance.

Pay Transparency

Our compensation reflects several US geographic markets. The base pay for this position represents the expected salary for this position. Ultimately, in determining your pay it will be based on several factors including location, job-related knowledge, skills, experience and other job related factors. Roofstock is a total compensation company; the base salary is only a part of our total compensation package.

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

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 the 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.