Resident Services & Community Operations Manager

UDR; Franklin (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

UDR is seeking a Resident Services Manager to lead customer service and resident relations across a multifamily community. You will supervise staff, coordinate vendor management, and partner with the Business Manager on financial tasks, leases, and operations.

The role emphasizes proactive resident engagement, move-in orientation, renewals, and occupancy strategies to enhance community quality and guest experiences. A valid driver’s license and prior management experience are required.

Qualifications

• Bachelor’s Degree in Business or related field or equivalent experience
• Minimum 2–5 years property management experience in onsite office operations, leasing, administration, customer service
• Minimum of two years’ management or supervisory experience
• Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred
• Must have and maintain a valid driver’s license

Responsibilities

• Ensure community is ready for business and meets established physical standards daily
• Provide high-quality customer service through resident relations and tours
• Oversee move-in orientations and renewal conversations with residents
• Manage the Resident Survey Program and follow up on service requests
• Oversee maintenance matters and escalate as needed
• Work with Business Manager on financial responsibilities and P-card reconciliation
• Lead team meetings, hire/train staff, and manage performance and time records
• Coordinate vendor management and IT/system support
• Prepare resident communications, lease administration, and policy enforcement
• Plan community events and manage marketing and reputation efforts
• Utilize CRM tools for resident relations and service requests
• Oversee keys policy, inventory, and emergency procedures

Skills

Customer service

Team supervision

Vendor management

Financial responsibilities

Education

Bachelor’s Degree in Business or related field

Tools

Sugar CRM

Job description

UDR is seeking a Resident Services Manager to lead customer service and resident relations across a multifamily community. You will supervise staff, coordinate vendor management, and partner with the Business Manager on financial tasks, leases, and operations.

The role emphasizes proactive resident engagement, move-in orientation, renewals, and occupancy strategies to enhance community quality and guest experiences. A valid driver’s license and prior management experience are required.