Resident Experience & Property Performance Lead

McKinley Companies; Orlando (FL); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Paid holidays

401(k)

Life and AD&D

EAP

Prepaid legal

Wellness programs

Employee engagement groups

Job summary

McKinley is seeking an experienced Community Manager in the Orlando, FL area to lead the overall performance of your community, focusing on resident satisfaction, occupancy, revenue, and service while achieving strong financial and operational results.

You will supervise a team, coordinate with Sales Leads, and drive a welcoming move-in experience for new residents, with a commitment to integrity, collaboration, and continuous improvement.

Qualifications

• Minimum of 5+ years of experience and/or training in leadership, sales, collections, or customer service.
• Entrepreneurial mindset and strong business acumen.
• Servant leadership with the ability to coach, mentor, and develop team members.
• Strategic thinking and the ability to implement plans that drive operational and financial results.
• Confidence in making sound business decisions and holding teams accountable for performance.
• Strong financial, analytical, communication, and problem-solving skills.
• Emotional intelligence and the ability to navigate challenging situations professionally.
• Ability to analyze financial reports, operational metrics, and performance trends to identify risks and opportunities.
• Thorough knowledge and understanding of federal and state Equal Housing Opportunity laws.
• Ability to understand and follow safety rules and procedures.
• Valid driver's license and access to transportation for assigned outreach, travel between McKinley offices, and travel within the community.

Responsibilities

• Oversees all aspects of community performance, including resident satisfaction, occupancy, revenue, service, property quality, and people KPIs.
• Takes ownership of financial and operational results by monitoring budgets, expenses, leasing activity, and performance metrics to identify opportunities and drive results.
• Leads the team in delivering an exceptional prospect and resident experience while meeting community and company goals.
• Partners closely with Sales Leads and centralized teams to support leasing, renewals, collections, and a smooth, welcoming move-in experience for new residents.
• Cultivates team growth through coaching, mentoring, daily communication, and accountability for performance standards while maintaining a positive and motivating environment.
• Provides leadership and oversight of daily community operations, setting clear expectations and ensuring consistent execution of McKinley standards.
• Conducts routine inspections of buildings, grounds, amenities, and vacant apartments to ensure property quality standards are met and corrective actions are completed.
• Oversees maintenance operations through site leadership, ensuring timely service delivery, preventive maintenance, and effective emergency response.
• Collaborates with leadership on long-term capital asset planning and monitors vendor performance to ensure quality service and compliance with company requirements.
• Serves as the escalation point for complex resident concerns, operational challenges, and team issues, identifying thoughtful solutions and following through to resolution.
• Champions exceptional resident communication by phone, email, text, and in person, ensuring concerns are addressed professionally and consistently.
• Oversees staffing, onboarding, scheduling, and team development while supporting performance evaluations, recognition, and accountability.
• Utilizes company software platforms and operational reports to support best practices, monitor results, and maintain consistency across the team.
• Exemplifies a high level of integrity and professionalism when working with residents, prospects, employees, vendors, and outside contacts.
• Acts as a brand ambassador and culture champion, embodying McKinley's core values while promoting collaboration, creativity, and continuous improvement.

Skills

Leadership

Sales

Customer service

Finance & analytics

Strategic thinking

Emotional intelligence

Team coaching

Communication

Problem solving

Job description

McKinley is seeking an experienced Community Manager in the Orlando, FL area to lead the overall performance of your community, focusing on resident satisfaction, occupancy, revenue, and service while achieving strong financial and operational results.

You will supervise a team, coordinate with Sales Leads, and drive a welcoming move-in experience for new residents, with a commitment to integrity, collaboration, and continuous improvement.