Resident Retention Manager
Job Summary
JP Management is seeking an experienced and detail-oriented Resident Retention Manager to lead initiatives that support resident satisfaction, lease retention, occupancy stability, and compliance across our residential portfolio. This position oversees lease lifecycle administration, resident account management, regulatory compliance, and retention-focused operational processes while leading a team responsible for resident services and administrative support.
The ideal candidate is a strong people leader with excellent organizational and communication skills who can effectively partner with Property Management, Legal, Accounting, and Operations teams to enhance resident retention, streamline processes, and support company objectives.
Key Responsibilities
- Lead and supervise team members responsible for resident services, lease administration, and front office support functions.
- Develop and oversee resident retention strategies, renewal outreach efforts, and lease extension initiatives to support occupancy goals.
- Manage lease renewal programs, tracking systems, resident communication efforts, and execution of renewal agreements.
- Monitor resident notice activity, ensuring documentation accuracy and adherence to applicable regulatory requirements.
- Oversee legal and compliance-related tenancy matters, including filing coordination, case tracking, and status reporting.
- Maintain accurate records pertaining to resident accounts, notices, legal proceedings, and occupancy-related activity.
- Serve as the primary liaison between property operations and external legal partners regarding resident-related matters.
- Prepare and present recurring operational reports including renewal performance, collections activity, subsidy compliance, legal updates, and portfolio trends.
- Ensure compliance with federal, state, and local housing regulations and company policies.
- Oversee affordable housing and subsidy program administration, including certifications, recertifications, and compliance monitoring.
- Review resident account adjustment requests and exception requests in accordance with company guidelines.
- Maintain complete and accurate resident files, lease records, and supporting documentation.
- Identify opportunities to improve departmental efficiency through process enhancements, workflow optimization, and SOP development.
- Act as an escalation resource for complex resident concerns and lease-related matters.
- Collaborate closely with Property Management, Legal, Accounting, and Executive Leadership teams.
- Recruit, train, mentor, and develop team members while fostering accountability and professional growth.
- Monitor departmental KPIs including renewal conversion rates, resident retention metrics, notice activity, collections performance, and response timelines.
- Support departmental success by assisting with cross-functional initiatives, workload balancing, coverage needs, and other operational priorities as assigned.
- Participate in special projects and strategic initiatives that support portfolio performance and resident experience goals.
Qualifications
- 5+ years of experience in property management, resident relations, lease administration, housing compliance, or a related field.
- 2+ years of experience leading, supervising, or managing teams.
- Knowledge of landlord-tenant regulations, lease administration practices, and housing compliance requirements.
- Experience working with affordable housing and subsidy programs.
- Strong analytical, organizational, problem-solving, and communication skills.
- Proficiency with Microsoft Office Suite and property management software platforms.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Experience utilizing data and reporting to support retention, operational, and occupancy objectives preferred.
Salary
$70,000 - $80,000 Base Salary
Benefits
- 401(k) Matching
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Time Off
Equal Opportunity Employer
JP Management is an Equal Opportunity Employer and is committed to fostering an inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, creed, national origin, ancestry, citizenship status, age, sex, gender, pregnancy, gender identity or expression, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other status protected under applicable federal, state, or local law.
Requirements
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