Resident Services Manager

The-Scion-Group; Charlottesville (VA); On-site; USD 60,000 - 78,000; Full time

Job summary

The Resident Services Manager at The Scion Group in Charlottesville, VA plays a pivotal leadership role in delivering a high-quality living experience. You will oversee resident satisfaction, engagement, and communications while supporting leasing, marketing, and compliance initiatives.

This on-site, full-time position requires strong interpersonal skills, crisis management ability, and a proactive, organized approach to multi-property operations within a student housing portfolio.

Qualifications

• 2+ years of experience in property management, leasing, or resident services.
• Strong interpersonal, conflict resolution, and customer service skills.
• Ability to handle crisis situations and manage sensitive conversations.
• Familiarity with Entrata or similar property management software.
• Highly organized with the ability to manage multiple priorities.
• Proficiency in Microsoft Office and social media platforms.

Responsibilities

• Lead reputation management across review platforms and internal channels.
• Mediates and resolves resident complaints with empathy and professionalism.
• Manages delinquency notices and financial backup follow-up.
• Coordinates mutual terminations in line with company and legal standards.
• Leads crisis management efforts with leadership and emergency services.
• Oversees resident insurance compliance and follow-up.
• Organizes resident events to promote community engagement and retention.
• Assumes ETM staff leadership in GM's absence.

Skills

Property management

Leasing

Conflict resolution

Customer service

Entrata

Microsoft Office

Social media

Tools

Entrata

Microsoft Office

Social media platforms

Job description

Lark on Main, Charlottesville, Virginia, United States

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

The Opportunity

The Resident Services Manager plays a key leadership role in fostering a high-quality living experience for residents through proactive service, relationship management, and efficient operations. This individual is responsible for overseeing all aspects of resident satisfaction, communication, and engagement while supporting leasing, marketing, and compliance initiatives. The role requires strong interpersonal skills, a detail-oriented mindset, and the ability to manage sensitive situations with professionalism.

The Responsibilities

Resident Relations & Community Experience

• Lead reputation management initiatives across review platforms and internal feedback channels.
• Mediates and resolves resident complaints with empathy and professionalism.
• Manages delinquency notices and financial backing follow-up support.
• Coordinates mutual terminations in accordance with company and legal standards.
• Leads crisis management efforts, collaborating with leadership and emergency services.
• Oversees resident insurance compliance and follow-up efforts.
• Organizes and executes resident events to build community engagement and support retention.
• The RSM assumes responsibility for managing ETM staff only in the absence of a General Manager, such as during PTO or vacancies.

Leasing & Occupancy

• Oversees leasing workflows and generates lease documents in Entrata.
• Provides backup support for lead follow-up, sales calls, and lease execution.
• Manages immediate move-ins, inspections, and unit transfers.
• Leads Entrata BUA management and maintains accurate dashboards for leasing and reviews.

Operational Support

• Supports the General Manager in managing Entrata dashboards and performance metrics.
• Partners with accounting and operations on delinquency, financial aid, and related processes.
• Ensures timely processing of lease paperwork, renewals, and notices to vacate.

Marketing & Social Media

• Collaborates on local marketing campaigns and leasing promotions.
• Leads or co-manages social media efforts to promote events, resident engagement, and leasing updates.

Season or Situation-Specific Focus Areas

• Assists with seasonal or emergency-specific responsibilities, such as vacant position coverage, legal correspondence, Fair Housing matters, crisis management, and capital project planning or support.
• Displays flexibility, sound judgment, and cross-department collaboration in evolving situations.

What We Require

• 2+ years of experience in property management, leasing, or resident services
• Strong interpersonal, conflict resolution, and customer service skills
• Ability to handle crisis situations and manage sensitive conversations
• Familiarity with Entrata or similar property management software
• Highly organized with the ability to manage multiple priorities
• Proficiency in Microsoft Office and social media platforms

Relevant Systems and Platforms

• Entrata (Property Management System)
• Microsoft Office
• Social Media Platforms

Operational Details

• Job location is at the assigned community.
• Full-time, on-site position.
• Will be called upon to provide additional support to other communities within the portfolio beyond your home property, based on operational needs.
• Evening or weekend availability may be required, especially during move-in/moveout periods, peak leasing seasons, emergencies, and inclement weather needs.

Who is Scion?

At The Scion Group, we’re changing what student housing means. It’s bigger than beds and buildings. It’s about providing unique experiences and creating communities — both on and off campus — that feel less like a place and more like a home. As one of North America’s leading owners, operators and advisors of student housing, we are defining the future of student living.

Taking the student housing industry by storm starts by surrounding yourself with the right people. We want trail blazers and risk takers. Go-getters and game changers. We want dreamers and doers. From operations to accounting, advisory to finance, we’re building a team to help us take student living to the next level.

At Scion, we don’t just lead the way, we Make Way. How do we do it? We know we’re far from perfect and we’re relentless in finding ways to better ourselves. You'll come to find out that Make Way is a call to action to pave your own path and to lead, not follow. It’s what sets Scion apart and secures our spot as one of the fastest growing, industry-leading companies.

The Scion Group LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, creed, national origin, color, gender, sex, sexual orientation, gender identity or expression, age, physical or mental disability (as long as the employee/applicant is otherwise qualified for the job with or without a reasonable accommodation), genetic information, HIV/AIDS status, marital status, uniformed service, veteran status, pregnancy or other legally protected status or category under federal or state law. The Scion Group LLC complies with applicable state and local laws governing nondiscrimination in employment in all locations in which the Company has properties. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, training and other terms and conditions of employment. The Scion Group LLC is committed to the principles of equal employment opportunities.

The Scion Group is an equal opportunity employer. We are rooted in an environment as diverse as the students we serve, made up of numerous backgrounds, life experiences and views. To better understand the diversity of our applicant pool, we offer those applying to join The Scion Group the opportunity to share information about their background with us. Responses to the following questions are completely voluntary. Voluntary responses will not be shown to any individuals who can affect the status of your application. The aggregate information collected through this form will be used to assess Scion’s overall recruitment efforts only. No hiring decisions are made based on this information and there will be no impact on your application if you choose not to answer these questions. We thank you for your time!