Resident Experience Manager
Manage resident experiences and relationships to ensure a positive living environment for tenants at Roofstock.
Posted by employer 2 days ago
First seen on Joblaze 19 hours ago
Last verified on the company career page 19 hours ago
What you'll build
- Engage with residents to address questions and concerns
- Manage resident requests using internal case management system
- Draft case summaries for clarity
- Monitor productivity metrics
- Mentor Junior Resident Experience Managers
Must have
- 3+ years of experience in real estate or property management
- Ability to cultivate relationships and deescalate situations
- General understanding of leasing and property management
- Excellent verbal and written communication skills
- Experience managing budgets and generating financial reports
Nice to have
- Bachelor’s degree
- Real estate license or trades license
- Proficiency with property management software
Practical constraints
- Flexible schedule with ability to work evenings and weekends
- Ability to travel, including quarterly overnight visits
Requirements
- Experience
- 3+ years
- Visa
- No sponsorship (stated in posting)
Benefits
Joblaze summary
The Resident Experience Manager at Roofstock is responsible for enhancing the resident journey by addressing concerns, managing requests, and ensuring a positive living experience throughout the lease term. This role requires a solid background in real estate or property management, along with strong communication and problem-solving skills. Ideal candidates will have at least three years of relevant experience and the ability to work both independently and collaboratively. The position is part of a growing team within a company that has recently expanded its services through strategic acquisitions.
Joblaze insights
- Listed today — first seen on Joblaze October 11, 2026. Last confirmed on Roofstock's careers page October 11, 2026.
Quick facts
- Is the Resident Experience Manager role remote?
- It's hybrid — Roofstock expects some on-site time in Portland, Oregon, United States.
- What's the salary range?
- Roofstock lists $24–$27 for this role.
- How much experience is required?
- At least 3 years of relevant experience for this Resident Experience Manager role.
- Where is the role based?
- Roofstock is hiring for this position in Portland, Oregon, United States.
- What seniority level is this role?
- Roofstock targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Resident Experience Manager role at Roofstock.
From the original posting
About the Role
The Resident Experience Manager (RXM) serves as a vital advocate and liaison for residents, overseeing the day-to-day resident journey throughout their lease term. This role is highly customer-driven, focused on creating a positive, seamless, and responsive living experience. RXMs are responsible for building lasting relationships with residents by providing clear communication, swift issue resolution, and consistent support throughout the lease lifecycle.
Responsibilities
- Proactively engage with residents to address urgent or sensitive questions and concerns via phone calls.
- Draft thorough and empathetic responses to non-urgent matters within the resident portal, utilizing templates and training materials.
- Manage resident requests from initiation to completion using our internal case management system, ensuring tasks are performed in a timely manner.
- Review case records and draft comprehensive case summaries to provide context and clarity to all parties involved.
- Monitor productivity metrics to ensure service levels consistently meet or exceed expectations.
- Test new features and functionalities, providing feedback to the product development team.
- Mentor and support Junior Resident Experience Managers in their roles.
- Generate lease addenda and process changes to lease terms in compliance with local laws.
- Contribute to process improvement initiatives to enhance the efficiency and effectiveness of resident experience
- Serve as a Roofstock brand ambassador and actively participate in market huddles to address local issues and pain points collaboratively.
- Other duties as assigned.
Qualifications
- 3+ years of experience in the real estate or property management industry, overseeing daily operations of single-family or multi-family rental homes
- Ability and desire to cultivate relationships, deescalate tough situations, and negotiate creative solutions
- General understanding of leasing, property management, and real estate investing principles
- Excellent verbal and written communication skills; utilization of proper grammar, spelling, and tone
- Experience managing budgets, manipulating spreadsheets, and generating financial reports
- Tech proficiency with Google applications, workflow engines or project management tools, and mobile payment applications
- Ability to work independently and as part of a cross-functional team, driving projects through to completion
- Flexible schedule with the ability to work evenings and weekends, as needed
- Knowledge of local residential real estate laws and regulations
- Ability to travel, including quarterly overnight visits throughout your assigned territory
Nice to Have
- Bachelor’s degree, real estate license, or trades license
- Proficiency with property management, inspection, and renovation software (e.g. Yardi, MRI, AppFolio, Onesite, Matterport, Renowalk, and/or Propertyware)
Travel Required
- 10%
Location
Seattle, WA or Portland, OR
Compensation
$24.00- $27.00 per hour.
Compensation may be adjusted based on experience, skills, and interview performance.
Pay Transparency
Our compensation reflects several US geographic markets. The base pay for this position represents the expected salary for this position. Ultimately, in determining your pay it will be based on several factors including location, job-related knowledge, skills, experience and other job related factors. Roofstock is a total compensation company; the base salary is only a part of our total compensation package.
Competitive & Unique Benefits Package
- Generous PTO Policy
- 12 Paid Holidays
- Volunteer Time Off
- Paid Parental Leave
- 401k Program
- Wellness and home office/cell phone subsidies
- Robust health, dental, vision insurance, and more
- Wellness and home office/cell phone subsidies
Commitment to Equal Employment Opportunity
Roofstock is an equal opportunity employer. In keeping with the values of Roofstock, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.
Standard company text repeated across Roofstock's postings is omitted here.