Job Description

Position Summary and Job Magnitude

The Resident Experience Manager serves as the primary connection between residents and the property management team. This role ensures a positive, supportive, and engaging living environment by providing exceptional communication, timely issue resolution, and consistent community-building efforts. The Resident Experience Manager builds strong relationships with residents, coordinates service needs, supports daily building operations, and enhances overall resident satisfaction and retention. The role also provides operational support to the Operations Manager as required

Essential Functions and Basic Duties

• Serve as the first point of contact for resident questions, concerns, and service requests
• Build and maintain professional, positive relationships with residents
• Coordinate maintenance requests, work orders, and vendor access; follow up to ensure completion
• Lead the front desk teams and provide scheduling
• Assist with resident move-ins, move-outs, and unit inspections
• Communicate building notices, schedules, and operational updates
• Support conflict resolution and escalate concerns when appropriate
• Conduct regular follow-ups to ensure resident issues are resolved satisfactorily
• Assist with lease-related communication, assignments and sublets, renewals, and occupancy support
• Maintain accurate records of resident interactions, complaints, and resolutions
• Collaborate closely with maintenance, housekeeping, leasing, and management teams
• Support emergency communication procedures as needed

Performance Measurements

Performance will be primarily measured on the following factors:

• Performance Objectives
• Initiative
• Inter-Personal Skills
• Leadership
• Business & Financial Acumen
• Communications
• Self Development and Appraisal
• Health & Safety

Qualifications

Education: Preferred degree in Communications, Hospitality, Business Administration, Public Relations, Social Sciences, or a related field (or equivalent experience)

Skills/Abilities:

• Strong communication and conflict-resolution abilities
• Excellent organizational and time-management skills
• Professional, friendly, and approachable demeanor
• Ability to handle sensitive resident matters with discretion
• Proficiency with property management software an asset, email, and Microsoft Office
• Ability to multitask in a fast-paced residential environment

Experience Required:

1–2 years of experience in customer service, property management, student housing, or hospitality

Preferred Skills:

• Experience in student housing or multifamily residential operations
• Knowledge of leasing procedures and occupancy management
• Understanding of health and safety protocols
• Experience with student life
• Bilingualism considered an asset

Working Conditions

Hours per Week: Scheduled 44 hours per week (may need to work more as required)

Indoor/Outdoor: Primarily on-site, within a residential building or student housing

May require occasional evening or weekend availability for events, move-in periods, or urgent resident matters

Level of Interruption: High level of interruption

Stress Level: Moderate overall stress level (peak stress levels in May and September)

Travel Outside of Location: Must hold a valid driver’s license and be willing to travel across the

city as needed

Artificial Intelligence (AI) Usage: As part of our recruitment process, AI tools may be used to assist with the screening and/or assessment of applications. Any AI-assisted screening is intended to support, and not replace, human review and decision-making.