Resident Services Manager

Resident Services Manager

The Lodges at West Edge, Durham, New Hampshire, United States

We're hiring immediately!

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.

Your Benefits

FLSA Status : Exempt

Discretionary annual bonus

Paid Time Off

Floating holidays

Health Insurance

Dental Insurance

Vision Insurance

401k Matching

Paid Parental Leave

Learning reimbursement opportunities

The Responsibilities

Resident Relations & Community Experience

Lead reputation management initiatives across review platforms and internal feedback channels.

Mediate and resolve resident complaints with empathy and professionalism.

Manage delinquency notices and financial backing follow-up support.

Coordinate mutual terminations in accordance with company and legal standards.

Lead crisis management efforts, collaborating with leadership and emergency services.

Oversee resident insurance compliance and follow-up efforts.

Organize and execute resident events to build community engagement and support retention.

The RSM will assume responsibility for managing ETM staff only in the absence of a General Manager, such as during PTO or vacancies.

Leasing & Occupancy

Oversee leasing workflows and generate lease documents in Entrata.

Provide backup support for lead follow-up, sales calls, and lease execution.

Manage immediate move-ins, inspections, and unit transfers.

Lead Entrata BUA management and maintain accurate dashboards for leasing and reviews.

Operational Support

Support the General Manager in managing Entrata dashboards and performance metrics.

Partner with accounting and operations on delinquency, financial aid, and related processes.

Ensure timely processing of lease paperwork, renewals, and notices to vacate.

Marketing & Social Media

Collaborate on local marketing campaigns and leasing promotions.

Lead or co-manage social media efforts to promote events, resident engagement, and leasing updates.

Season or Situation-Specific Focus Areas

Assist with seasonal or emergency-specific responsibilities, such as vacant position coverage, legal correspondence, Fair Housing matters, crisis management, and capital project planning or support.

Display 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.