About this Resident Experience Manager role at Placemakr
At Placemakr, exceptional resident experiences are built through meaningful interactions, proactive communication, and a commitment to service. As the Resident Experience Manager, your mission is to lead the Resident Experience team while creating a culture where every resident feels welcomed, heard, and supported throughout their stay.
Around here, no two days look the same (which is exactly how we like it). You'll balance resident needs, coach your team through challenging situations, and ensure every interaction reflects Placemakr's hospitality standards. Whether you're mentoring Resident Experience Associates, resolving escalated concerns, auditing communication quality, or partnering with operational leaders, you'll create consistency across every touchpoint of the resident journey.
Reporting directly to the General Manager, you'll oversee a team of Resident Experience Associates while partnering closely with Housing Operations, Housekeeping, Maintenance, and Property Leadership to deliver exceptional arrival and departure experiences, timely communication, and seamless service throughout the resident lifecycle. Together, you'll ensure every interaction reflects Placemakr's hospitality standards while creating a welcoming, effortless experience from reservation through move-out.
Success in this role requires exceptional leadership, emotional intelligence, sound judgment, and a genuine passion for hospitality. You'll lead by example, build trust with residents, clients, and partners, and foster a culture of accountability where service excellence is the standard.
This is a full-time position that requires open availability for flexible scheduling, including early mornings, evenings as late as 12AM, weekends and holidays, on a rotational basis and as the needs of the business call for it.
This position requires regular travel between assigned Placemakr-managed communities throughout the Washington metropolitan area as business needs require. Resident Experience Managers will report to an assigned home-base community in the Washington metro area, but should expect to support other locations throughout the portfolio, spending a majority of their time actively supporting resident-facing operations, coaching team members, collaborating with operational partners, and ensuring consistent execution of Placemakr's hospitality standards across the resident journey. Approved business travel expenses will be reimbursed by Placemakr.
Your typical day
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Own the overall resident experience by leading the Resident Experience team, driving accountability, and ensuring exceptional hospitality, communication, and seamless service throughout the resident lifecycle.
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Lead the arrival and departure experience by ensuring residents receive a warm welcome, clear communication, efficient move-ins and move-outs, and exceptional service throughout every transition.
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Lead, coach, and inspire a team of Resident Experience Associates, fostering a culture of hospitality, accountability, collaboration, and continuous improvement.
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Monitor daily resident communications across approved messaging platforms, ensuring response time compliance, professionalism, and consistency with Placemakr standards.
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Conduct regular audits of resident messaging to ensure communication quality, accuracy, and timely follow-up.
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Establish and maintain communication standards that ensure every resident interaction is timely, professional, empathetic, and reflective of Placemakr's hospitality brand.
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Partner with Housing Coordinators and Resident Experience Associates to ensure arrivals, departures, unit assignments, access credentials, resident communications, and operational handoffs are coordinated accurately and executed seamlessly.
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Oversee the resolution of resident requests, concerns, and service recovery opportunities, ensuring timely follow-up, proactive communication, and positive outcomes that strengthen resident satisfaction and trust.
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Partner closely with Housing Coordinators, Housekeeping, Maintenance, and Property Leadership to communicate resident needs, prioritize operational issues, and ensure timely resolution.
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Partner with department leaders to identify recurring resident concerns, communication trends, and service opportunities while implementing operational improvements that enhance the overall resident experience.
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Lead daily stand-ups and department meetings while providing in-the-moment coaching, recognition, and development opportunities for Resident Experience Associates.
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Own scheduling, staffing, performance management, hiring, onboarding, and attendance accountability for the Resident Experience team.
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Monitor department performance, resident satisfaction metrics, response time compliance, communication quality, and operational KPIs while identifying opportunities for improvement.
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Ensure compliance with client requirements, company policies, confidentiality standards, and Standard Operating Procedures.
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Maintain department supply inventories and operational resources in accordance with budget expectations.
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Provide hands-on operational support during periods of high business demand, recognizing that great leadership means supporting your team when it matters most.
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Additional duties and responsibilities, as assigned. At Placemakr, this phrase isn't a catch-all, it's the way we work.
What it takes
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Three or more years of experience delivering exceptional customer service in hospitality, multifamily housing, residential operations, property management, or another service-focused environment.
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Two or more years of leadership experience developing, coaching, and managing front-line teams.
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A valid, unrevoked driver's license for the ability to drive to and from Placemakr properties daily as needed. Company vehicle will be provided throughout the working day.
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Demonstrated success resolving complex resident or customer concerns while maintaining professionalism, empathy, and sound judgment.
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Excellent written and verbal communication skills with experience managing email, text, and messaging platforms while maintaining a professional and personable tone.
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Experience monitoring service standards, communication quality, response time expectations, and operational performance metrics.
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Strong organizational and time management skills with the ability to prioritize multiple responsibilities in a fast-paced environment.
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Ability to build trusted relationships with residents, clients, partners, and cross-functional teams through collaboration and proactive communication.
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High degree of professionalism, integrity, accountability, and discretion when handling sensitive resident, client, partner, and company information.
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Experience creating schedules, supporting performance management, interviewing, and developing high-performing teams.
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Comfortable learning and utilizing multiple technology platforms and operational systems.
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You embody our Property Team Mission of Customer, Consistency, and Community (Norms).
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You lead by example and embody the core values of Placemakr. You Own It. You Make It Better. You Treat People Right.
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Resident Experience Managers will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for our Resident Experience Managers and an exceptional resident experience.
