Resident Experience Manager – Community Impact

Birge & Held Group LLC; Indianapolis (IN); On-site; USD 49,000 - 50,000; Full time

Benefits offered by this job

PTO up to 18 days

Volunteer PTO

Parental leave

Commissions & bonuses

Employee discounts

Wellness program

401(k) plan

Job summary

Birge & Held seeks a Customer Experience Manager to lead the daily resident experience, resolve concerns, and collaborate with teams to optimize leasing performance in Indianapolis, IN. The role reports to the Operations Manager and is evaluated by KPI attainment.

Ideal candidates have 3+ years in customer service leadership within property management or hospitality, strong communication, and proficiency with Onesite/Yardi and CRM tools. Great benefits and team-driven culture await.

Qualifications

• Minimum of three (3) years of experience in customer service leadership, property management, assistant management, or hospitality with direct reports.
• Proactive, solutions-driven mindset to address concerns and implement next steps.
• Proficiency in property management software (e.g., Onesite, Yardi) and CRM tools.
• Strong verbal and written communication skills and professional discretion.

Responsibilities

• Lead customer experience initiatives to deliver outstanding resident interactions.
• Oversee resident communications, move-ins/outs, and service coordination.
• Collaborate with Central Property Operations on renewals, billbacks, and collections context.
• Supervise data in property management software ensuring accuracy and compliance.
• Prepare regular reports on resident satisfaction and leasing KPIs.

Skills

Customer service

Interpersonal skills

Communication

Leadership

Self-starter

Time management

Education

High school diploma

GED acceptable

Tools

ONESITE

Yardi

CRM tools

Microsoft Office

Job description

Birge & Held seeks a Customer Experience Manager to lead the daily resident experience, resolve concerns, and collaborate with teams to optimize leasing performance in Indianapolis, IN. The role reports to the Operations Manager and is evaluated by KPI attainment.

Ideal candidates have 3+ years in customer service leadership within property management or hospitality, strong communication, and proficiency with Onesite/Yardi and CRM tools. Great benefits and team-driven culture await.