Resident Experience Manager

About the Role

The Resident Experience Manager (RXM) serves as a vital advocate and liaison for residents, overseeing the day-to-day resident journey throughout their lease term. This role is highly customer-driven, focused on creating a positive, seamless, and responsive living experience. RXMs are responsible for building lasting relationships with residents by providing clear communication, swift issue resolution, and consistent support throughout the lease lifecycle.

Responsibilities

• Proactively engage with residents to address urgent or sensitive questions and concerns via phone calls.
• Draft thorough and empathetic responses to non-urgent matters within the resident portal, utilizing templates and training materials.
• Manage resident requests from initiation to completion using our internal case management system, ensuring tasks are performed in a timely manner.
• Review case records and draft comprehensive case summaries to provide context and clarity to all parties involved.
• Monitor productivity metrics to ensure service levels consistently meet or exceed expectations.
• Test new features and functionalities, providing feedback to the product development team.
• Mentor and support Junior Resident Experience Managers in their roles.
• Generate lease addenda and process changes to lease terms in compliance with local laws.
• Contribute to process improvement initiatives to enhance the efficiency and effectiveness of resident experience.
• Serve as a Mynd brand ambassador and actively participate in market huddles to address local issues and pain points collaboratively.
• Other duties as assigned.

Qualifications

• 3+ years of experience in the real estate or property management industry, overseeing daily operations of single-family or multi-family rental homes
• Ability and desire to cultivate relationships, deescalate tough situations, and negotiate creative solutions
• General understanding of leasing, property management, and real estate investing principles
• Excellent verbal and written communication skills; utilization of proper grammar, spelling, and tone
• Experience managing budgets, manipulating spreadsheets, and generating financial reports
• Tech proficiency with Google applications, workflow engines or project management tools, and mobile payment applications
• Ability to work independently and as part of a cross-functional team, driving projects through to completion
• Flexible schedule with the ability to work evenings and weekends, as needed
• Knowledge of local residential real estate laws and regulations
• Ability to travel, including quarterly