[R] Resident Services Manager

About the Role

We are seeking a Resident Services Manager to lead and scale resident-facing operations across a growing portfolio of single-family rentals.

This role owns the full resident lifecycle-move-ins, renewals, collections, compliance, move-outs, and escalations with a focus on delivering a high-trust resident experience while protecting asset performance.

You'll design and enforce SLAs, reduce bad debt, increase renewals and on-time payments, and act as the final escalation point for complex issues. Success in this role means creating streamlined systems, developing a high-performing team, and consistently hitting aggressive operational metrics.

Key Responsibilities

• Build and own the Resident Services roadmap (SOPs, SLAs, dashboards, QA, and training).
• Enforce high standards in resident communications across phone, email, and SMS, including live answer and rapid response SLAs.
• Manage rent collections : issue Pay or Vacate notices, track daily follow-ups, set up payment plans, and coordinate evictions.
• Oversee seamless move-ins, including insurance enrollment and inspection completions.
• Manage move-outs, inspections, turns, and security deposit processing within SLA.
• Process early terminations and ensure compliance with jurisdiction-specific regulations.
• Resolve accounting ledger issues quickly and coordinate with accounting partners.
• Publish monthly Resident Services metrics and maintain daily trackers for collections, renewals, move-ins / outs, and deposits.

Requirements

Preferred Qualifications

Compensation & Logistics

Company Overview

Our client is a fast-growing property management company specializing in single-family rentals across multiple U.S. markets. The team is dedicated to creating a reliable and transparent resident experience while protecting owner asset performance.

Job description created by latamcent.com , a nearshore staffing agency.