Resident Experience Manager - 3rd & West

American Campus Communities; West Lafayette (IN); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Dental

Vision

401(k) with Employer Matching

Medical & Dependent Care FSA

Life Insurance

Sick Leave

Paid Time Off

Paid Pregnancy & Childbirth Leave

Paid Paternity Leave

Health Insurance

HSA with Employer Matching

Short-Term Disability

Long-Term Disability

Job summary

American Campus Communities is seeking a Senior Resident Experience Manager for 3rd & West in West Lafayette, IN. You will lead the property team, oversee leasing, marketing, and administrative operations, and ensure exceptional resident interactions from first contact to lease renewal.

You will recruit, hire, and develop staff, manage budgets with the Service Manager, and maintain strong university partnerships while upholding company standards and curb appeal.

Qualifications

• 2 years’ of leadership experience in student or multi-family housing, or similar industry.
• Bachelor’s degree in business or relevant field preferred.
• Strong communication and collaboration skills; demonstrated leadership abilities.

Responsibilities

• Supervise office team and property staff to deliver exceptional resident experience.
• Recruit, hire, train, and develop direct reports to meet leasing and marketing goals.
• Conduct performance evaluations and development discussions with team.
• Manage property financials and budgeting with Service Manager.
• Oversee rent collection and eviction processes in partnership with centralized services.
• Direct marketing events and maintain property website accuracy.

Skills

Leasing & Marketing

Customer Service

Facility Management

Budgeting

Supervision

Business Administration

Public Relations

Residence Life

Leadership

Education

Bachelor’s degree in business or relevant field

Job description

Resident Experience Manager - 3rd & West

Department: Property Admin

Employment Type: Full Time

Location: 3rd & West - West Lafayette, IN

Reporting To: Property Manager

Description

The Resident Experience Manager leads the property team creating an exceptional living environment for our residents, overseeing all aspects of leasing, marketing, and administrative operations. Success in this role involves effective recruitment, hiring, and training, while managing the team to ensuring that all resident interactions meet high standards. Additionally, you will manage financial oversight, partner with the Service Manager on budget performance, and maintain strong communication with university partners. This is the senior-most role on property.

• Supervise entire office team and all community assistants, providing leadership that translates to an exceptional resident experience – from prospective resident to lease renewal – by overseeing all leasing, marketing, and administrative operations for property.
• Recruit, hire, train, and develop direct reports to achieve leasing and marketing objectives and to create a positive, engaging workplace for team.
• Conduct performance evaluations of direct reports and performance discussions with team members.
• Collaborate with supervisor and Human Resources on compensation adjustments for direct reports.
• Deliver an exceptional resident experience by ensuring all leasing, marketing and administrative efforts at property are at company standard. Serve as lease executor if applicable.
• Direct team’s marketing efforts, ensuring successful events and programs; ensure website is being regularly audited for accuracy and visual standards.
• Manage the process to assist with collecting resident feedback and survey results, as well as creating action plans for improvement.
• Manage property’s administrative needs, including scheduling, payroll, deposits/invoices, package management, incident reports, posting requirements, and contracts.
• Partner closely with Service Manager to ensure property is consistently well-maintained and meets curb appeal standards.
• Work closely with Service Manager to own property financials, including purchasing and performance to budget.
• Ensure consistent and ongoing communication with University partners.
• Represent ACC as property leader at resident functions and marketing events.
• Exercise discretion in overseeing all resident communication, including events and notices. Responsible for rent collection and eviction processes in partnership with centralized services as needed.
• Effectively resolve resident conflicts and disputes.
• Maintain key control oversight, including key box access.
• Other duties as assigned by manager.

Ideal Candidate

The ideal candidate for the Resident Experience Manager role is an early-career leader with experience in leasing, marketing, customer service, or operations, and is prepared to oversee property operations and team performance. This role includes supporting and developing team members, managing processes and systems, and ensuring consistent execution that drives property success and resident satisfaction.

Candidates should demonstrate strong communication and problem-solving skills, including the ability to navigate conflict resolution and support team development. While candidates may not have led all aspects of a property, they should be ready to grow into full site-level leadership responsibilities.

American Campus Communities Culture Commitments

• Our people are devoted to a culture of inclusion, diversity, and equality in the workplace and our communities. We are committed to intentionally executing an evolving set of goals specific to inclusion, diversity, and accountability, driven by empathetic leadership and embraced by all.
• The core of American Campus culture involves everyone being fully invested in everything that e do down to picking up the smallest piece of trash. No matter their position or duration at any given property, everyone picks up trash because we take pride in our community.
• Serve as an American Campus representative and liaison in all interactions.
• Certain activities involved in this position may be photographed and/or video and audio recorded for quality control and/or training purposes. Compliance with the Photo, Video and Voice Recording Policy is a condition of employment.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the minimum knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience:

• 2 years’ of leadership experience in student or multi-family housing, or similar industry
• Bachelor’s degree in business or relevant field preferred
• Skills in leasing and marketing, customer service, facility management, budgeting, supervision, business administration, public relations, residence life, and a combination of business and student development skills
• Strong communication and collaboration skills
• Demonstrated leadership skills

Benefits & Perks

• Benefits:
  • Dental
  • Vision
  • 401(k) with Employer Matching
  • Medical & Dependent Care Flexible Spending Accounts (FSA)
  • Life Insurance
  • Sick Leave
  • Paid Time Off
  • Paid Pregnancy & Childbirth Leave
  • Paid Paternity Leave
  • Health Insurance
  • Health Savings Account (HSA) with Employer Matching
  • Short-Term & Long-Term Disability
• Perks:
  • Preferred Membership Pricing at Local & National Companies
  • CoreGiving Volunteer Days
  • Referral Program
  • Charity Matching Program