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 requestsBuild and maintain professional positive relationships with residentsCoordinate maintenance requests work orders and vendor access; follow up to ensure completionLead the front desk teams and provide schedulingAssist with resident move ins move outs and unit inspectionsCommunicate building notices schedules and operational updatesSupport conflict resolution and escalate concerns when appropriateConduct regular follow ups to ensure resident issues are resolved satisfactorilyAssist with lease related communication assignments and sublets renewals and occupancy supportMaintain accurate records of resident interactions complaints and resolutionsCollaborate closely with maintenance housekeeping leasing and management teamsSupport emergency communication procedures as needed Performance Measurements Performance will be primarily measured on the following factors Performance ObjectivesInitiativeInter Personal SkillsLeadershipBusiness & Financial AcumenCommunicationsSelf Development and AppraisalHealth & Safety Qualifications Education Preferred degree in Communications Hospitality Business Administration Public Relations Social Sciences or a related field or equivalent experience SkillsAbilities Strong communication and conflict resolution abilitiesExcellent organizational and time management skillsProfessional friendly and approachable demeanorAbility to handle sensitive resident matters with discretionProficiency with property management software an asset email and Microsoft OfficeAbility to multitask in a quick paced residential environment Experience Required 12 years of experience in customer service property management student housing or hospitality Preferred Skills Experience in student housing or multifamily residential operationsKnowledge of leasing procedures and occupancy managementUnderstanding of health and safety protocolsExperience with student lifeBilingualism considered an assetWorking Conditions Hours per Week Scheduled 44 hours per week may need to work more as required IndoorOutdoor 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 drivers 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 andor assessment of applications Any AI assisted screening is intended to support and not replace human review and decision making