The Opportunity

The Resident Services Manager plays a key leadership role in fostering a high-quality living experience for residents through proactive service, relationship management, and efficient operations. This individual is responsible for overseeing all aspects of resident satisfaction, communication, and engagement while supporting leasing, marketing, and compliance initiatives. The role requires strong interpersonal skills, a detail-oriented mindset, and the ability to manage sensitive situations with professionalism.

Your Benefits
• FLSA Status: Exempt
• Discretionary annual bonus
• Paid Time Off
• Floating holidays
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k Matching
• Paid Parental Leave
• Learning reimbursement opportunities

The Responsibilities

Resident Relations & Community Experience
• Lead reputation management initiatives across review platforms and internal 
feedback channels.
• Mediate and resolve resident complaints with empathy and professionalism.
• Manage delinquency notices and financial backing follow-up support.
• Coordinate mutual terminations in accordance with company and legal standards.
• Lead crisis management efforts, collaborating with leadership and emergency 
services.
• Oversee resident insurance compliance and follow-up efforts.
• Organize and execute resident events to build community engagement and support 
retention.
• The RSM will assume responsibility for managing ETM staff only in the absence of a 
General Manager, such as during PTO or vacancies.

Leasing & Occupancy
• Oversee leasing workflows and generate lease documents in Entrata.
• Provide backup support for lead follow-up, sales calls, and lease execution.
• Manage immediate move-ins, inspections, and unit transfers.
• Lead Entrata BUA management and maintain accurate dashboards for leasing and 
reviews.

Operational Support
• Support the General Manager in managing Entrata dashboards and performance 
metrics.
• Partner with accounting and operations on delinquency, financial aid, and related 
processes.
• Ensure timely processing of lease paperwork, renewals, and notices to vacate.

Marketing & Social Media
• Collaborate on local marketing campaigns and leasing promotions.
• Lead or co-manage social media efforts to promote events, resident engagement, 
and leasing updates.
Season or Situation-Specific Focus Areas
• Assist with seasonal or emergency-specific responsibilities, such as vacant position 
coverage, legal correspondence, Fair Housing matters, crisis management, and 
capital project planning or support.
• Display flexibility, sound judgment, and cross-department collaboration in evolving 
situations.

What We Require
• 2+ years of experience in property management, leasing, or resident services
• Strong interpersonal, conflict resolution, and customer service skills
• Ability to handle crisis situations and manage sensitive conversations
• Familiarity with Entrata or similar property management software
• Highly organized with the ability to manage multiple priorities
• Proficiency in Microsoft Office and social media platforms

Relevant Systems and Platforms
• Entrata (Property Management System)
• Microsoft Office
• Social Media Platforms

Operational Details
• Job location is at the assigned community.
• Full-time, on-site position.
• Will be called upon to provide additional support to other communities within the 
portfolio beyond your home property, based on operational needs.
• Evening or weekend availability may be required, especially during move-in/moveout periods, peak leasing seasons, emergencies, and inclement weather needs.

Title of role: Program Manager, Member Services Content & Communications
Location: Remote but if in NY/ Boston (2 days in office)
Approved Salary Range: $95,000-$115,000

About the Role:

The Program Manager, Content & Communications plays a critical role in enabling a luxury customer experience by developing clear, engaging, and effective content for both member services agents and members. This role is responsible for training content creation, agent-facing knowledge resources, and member-facing help content.

This role partners closely with MS Training, MS Operations, and MS Operations Excellence teams to ensure content is accurate, timely, scalable, and aligned with both operational needs and luxury brand standards.

Key Responsibilities:

• Training & Agent Enablement

  • Design, develop, and maintain training materials for customer service agents, including onboarding, refresher training, process updates, and learning modules.
  • Develop refresher modules and tips/tricks series to keep tenured agents sharp and engaged
  • Translate complex policies, systems, and workflows into clear, actionable training content that supports agent confidence and performance.
  • Partner with Training and Operations leaders to identify content gaps and continuously improve learning effectiveness and agent readiness.
  • Move beyond text-heavy desks and create engaging content using videos, interactive modules, infographics, and gamified learning that caters to diverse learning styles

  Agent-Facing Knowledge & Help Content

  • Own and maintain agent-facing knowledge base articles, job aids, and standard operating procedures ensuring ease of navigation, accuracy, and optimization
  • Collaborate with cross-functional partners to create content related to policy updates, tool enhancements, and operational changes.
  • Ensure agent-facing content is structured, standardized, and optimized for AI-powered tools to enable accurate, consistent, and context-aware support at scale while maintaining a high-quality agent & member experience.

  Member-Facing Service Content

  • Create and update member-facing content, including Help Center articles, FAQs, policy explanations, and transactional messaging to reduce friction and promote self-service
  • Ensure all member-facing content reflects the luxury brand voice while clearly setting expectations and helping reduce inbound contacts.
  • Ensure member-facing content is structured, standardized, and optimized for AI-powered tools to enable accurate, consistent, and context-aware support at scale while maintaining a high-quality member experience.

  Agent Facing Communication

  • Support internal communications and engagement initiatives within the Member Service organization, including change communications, operational updates, and recognition content.
  • Curate Flash Alerts and Reminders to ensure agents are aware of recent changes, outages, or policy shifts.

  Content Governance & Optimization

  • Establish content standards, templates, and best practices across training, agent-facing, and member-facing materials.
  • Track content performance and engagement metrics (e.g., article usage, training completion, contact drivers) and use insights to iterate and improve effectiveness.
  • Manage content calendars, updates, and version control to ensure consistency across channels and audiences.

Experience and Background Needed:

• • Strong writing and editing skills with the ability to adapt tone for agents, internal stakeholders, and luxury consumers.
  • Experience in creating training materials, knowledge base content, or internal communications in a customer service or e-commerce environment.
  • Strong cross-functional collaboration and stakeholder management skills.
  • Comfort working in a fast-paced, evolving environment with multiple priorities.
  • Proficiency with content creation tools (e.g., Gemini, LM Notebook, Canva, Loom, Camtasia, or Articulate) to build visually compelling content and training.

• Education

  • Bachelor’s degree in communications, marketing, education, organizational development or related field required

  Years of experience

  • 3-5 years’ experience in content creation, communications, knowledge management, training, curriculum design

  Technical skills

  • Knowledge management platforms
  • Experience leveraging AI tools to support content creation, editing, summarization, and optimization while maintaining quality, accuracy, and brand voice.
  • Experience optimizing content for AI-driven search and automation
  • Ability to use data to inform content gaps and performance

The above statements are intended to describe the general nature and level of work being performed by employee(s) assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employee(s) assigned to this job. Rue Gilt Groupe reserves the right at any time, with or without notice, to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities within your general skill set or capabilities. Rue Gilt Groupe is proud to be an Equal Opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

What We Offer:

Rue Gilt Groupe is committed to providing Associates with equal pay for equal work and carefully considers a wide range of compensation factors, including but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity, and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may also include bonus/commission, stock options, 401(k) participation, paid time off, medical, dental, vision and basic life insurance. Therefore, final offer amounts may vary from the amount stated.

We Encourage You to Apply:

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you.

Work Authorization
Rue Gilt Groupe requires all applicants to be currently authorized to work in the United States on a full-time basis. This position is not eligible for visa sponsorship now or in the future. Rue Gilt Groupe is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

Regional Sales Manager – Air Solutions (Northeast Region)

We are seeking a Regional Sales Manager to join our dynamic Air Solutions team, responsible for driving growth across the greater Northeastern United States. In this role, you will serve as the applied channel lead for the region, focused on expanding LG’s Commercial Air Conditioning business throughout Maine, Vermont, New Hampshire, Massachusetts, Rhode Island, Connecticut, New York, New Jersey, and Pennsylvania.

As a key leader within the organization, you will develop strategy, lead talent, and build strong external partnerships to accelerate market penetration and revenue growth.

Key Responsibilities

• Build and maintain strong relationships with internal teams, channel partners, engineering firms, contractors, and owners to identify market needs, trends, and growth opportunities.
• Lead and develop a team of regional sales engineers to drive performance across the applied representative channel and achieve regional sales and margin objectives.
• Serve as the primary point of contact for third-party channel partners, strengthening long-term strategic relationships.
• Develop and execute regional commercial account strategies and action plans to meet business plan objectives for the process cooling segment.
• Qualify channel opportunities and manage the sales pipeline providing accurate monthly forecasts for awards and revenue.
• Communicate regularly with Air Solutions leadership regarding pipeline status, market dynamics, and business performance.
• Ensure high levels of customer support by coordinating efforts across the sales team, customer call center, and field support teams.
• Provide voice-of-customer and market insights to optimize LG’s regional offerings and overall value proposition.
• Act as the internal subject matter expert and customer advocate, influencing product development and process roadmap decisions.
• Collaborate with marketing and engineering teams to create compelling sales presentations and proposals that clearly articulate LG’s value proposition and differentiation.
• Represent LG at industry events, strengthening brand visibility while deepening existing relationships and cultivating new ones.

Job Requirements

• Bachelor’s degree required; MBA preferred.
• Minimum of 10 years of progressive experience in sales, sales leadership, applied representative management, and/or large account management, with a proven record of driving growth and managing complex commercial projects.
• Strong technical expertise within the Commercial Air Conditioning industry; VRF experience preferred.
• Experience with process cooling systems including scroll chiller products preferred.
• Demonstrated ability to build and sustain strong professional relationships.
• Exceptional written and verbal communication skills.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint), Adobe Writer, Visio, and standard Windows applications.
• Strong business acumen with the ability to think strategically across sales, marketing, operations, finance, and account P&L management.

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