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Resident Services Manager - Sunroad Asset Management

Resident Services Manager - Sunroad Asset Management

Sunroad AutomotiveSan Diego, CA, US
4 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

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Job Description

Job Title : Resident Services Manager

Property : The Vive Collection - 1,245 Unit Community

Location : San Diego, CA

Reports to : Community Manager

Position Summary

The Resident Services Manager (RSM) oversees all resident-facing operations and serves as the primary leader responsible for ensuring a five-star living experience. This position manages the Resident Services team and works in close partnership with the Community Manager and Assistant Community Manager to achieve the community’s operational and satisfaction goals.

The ideal candidate is highly organized, people-driven, and thrives in a dynamic, fast-paced environment. You will lead by example, ensure consistent communication and follow-through, and maintain a proactive, solutions-oriented approach to resident engagement, retention, and service quality.

Core Responsibilities

1. Team Leadership & Development

  • Lead, train, and mentor the Resident Services team to deliver exceptional customer service and operational consistency.
  • Set clear expectations for response times, professionalism, and follow-up procedures.
  • Provide regular coaching, feedback, and performance reviews.
  • Support the Community Manager and Assistant Community Manager in fostering a positive and engaged team culture.
  • Encourage collaboration across leasing, maintenance, and management to ensure seamless resident communication and support.

2. Resident Experience & Retention

  • Oversee all aspects of resident satisfaction, ensuring issues are resolved promptly, professionally, and with empathy.
  • Manage the service request escalation process and ensure resident follow-up is completed within 24 hours of work order closure.
  • Plan and execute resident appreciation events, community programs, and retention initiatives.
  • Collaborate with the marketing and leasing teams to create a consistent resident engagement calendar.
  • Monitor resident sentiment across surveys, reviews, and feedback platforms and take proactive steps to improve scores.

    • 3. Administrative & Operational Support

  • Oversee communication between the Resident Services team and the maintenance department to ensure accurate and timely work order handling.
  • Ensure accurate documentation of all resident interactions, communications, and notices in the property management system (Yardi, RealPage, or Entrata).
  • Assist with move-in and move-out coordination, ensuring quality inspections, timely follow-up, and smooth transitions for residents.
  • Support the Assistant Community Manager with resident ledger accuracy, FAS documentation, and policy enforcement when applicable.
  • Maintain compliance with Fair Housing regulations, community policies, and company procedures.

    • 4. Communication & Collaboration

  • Serve as the liaison between residents and the property management team, ensuring consistent and transparent communication.
  • Partner with the Senior Service Manager to address recurring service issues and improve preventative maintenance outcomes.
  • Collaborate with the leasing and marketing teams to promote renewals and positive online engagement.
  • Provide regular resident feedback and insights to the Community Manager to guide process improvements.
  • Ensure all resident notices, newsletters, and community updates are distributed accurately and on schedule.

    • Key Performance Indicators (KPIs)

    Success in this role will be measured by the following metrics :

  • Resident Satisfaction & Retention KPIs :
  • Resident Satisfaction : Maintain or exceed a 4.5 / 5.0 average rating across surveys and online review platforms.
  • Renewal Conversion Rate : Achieve a minimum annual renewal rate of 55%.
  • Event Engagement : Plan and execute a minimum of one resident event or engagement initiative per month.
  • Operational KPIs :
  • Response Time : Acknowledge all resident inquiries within 24 business hours.
  • Work Order Follow-Up : Ensure 100% of completed service requests are followed up within 24 hours.
  • Communication Accuracy : Maintain 98% accuracy across all resident correspondence and documentation.

    • Qualifications & Skills

  • Experience : Minimum 3–5 years of experience in property management, customer service leadership, or hospitality; prior supervisory experience strongly preferred.
  • Property Size : Experience in a large-scale (300+ unit) community preferred; luxury or high-volume experience strongly desired.
  • Software : Proficiency in Yardi, RealPage, or Entrata required.
  • Customer Service : Exceptional interpersonal, communication, and conflict resolution skills.
  • Leadership : Proven ability to lead, train, and motivate a front-line service team.
  • Organization : Strong attention to detail, multitasking ability, and professional follow-through.
  • Professionalism : Polished presentation, professional demeanor, and ability to maintain confidentiality and composure.
  • Education : High School Diploma or equivalent required; Bachelor's degree preferred.

    • Compensation & Benefits

  • Competitive base salary
  • Generous performance-based bonus structure (tied to the KPIs listed above)
  • Comprehensive benefits package (Medical, Dental, Vision)
  • 401(k) with company match
  • Paid Time Off (Vacation, Sick, Holidays)
  • Rent discount (if applicable)
  • Opportunities for professional development and career advancement

    • Company Description

    Founded in 1977, Sunroad Enterprises is a diversified holding company based in San Diego. Sunroad consists of three distinct divisions : Automotive, Real Estate and Maderas Golf. With successful ventures across multiple countries, we bring a strategic focus to seeing developments come to life. Sunroad Enterprises is one of the largest minority-owned businesses in San Diego and has earned numerous quality commendations from local, regional, and national organizations. Please visit our website to learn more about our endeavors and career opportunities : https : / / sunroadenterprises.com /

    Company Description

    Founded in 1977, Sunroad Enterprises is a diversified holding company based in San Diego. Sunroad consists of three distinct divisions : Automotive, Real Estate and Maderas Golf. With successful ventures across multiple countries, we bring a strategic focus to seeing developments come to life. Sunroad Enterprises is one of the largest minority-owned businesses in San Diego and has earned numerous quality commendations from local, regional, and national organizations. Please visit our website to learn more about our endeavors and career opportunities : https : / / sunroadenterprises.com /

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