PM - Manager, Retention Dallas, TX

Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent (“BTR”) sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world’s largest asset class  team is collaborative, open-minded and curious.

Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously.

We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts.

If you are self-motivated and mission driven with a ‘can do’ mindset and see solutions where others may see problems, come and grow with us!

With a rapidly scaling property portfolio we are seeking to add an experienced Property management professional to our team to manage the Retention team & process. The manager will supervise and coach Retention Specialists, drive process improvements, oversee reporting and compliance, and collaborate closely with Leasing, Property Management, and Compliance teams. Responsibilities include managing the full lease renewal lifecycle, addressing resident concerns, ensuring accurate documentation, and developing strategies to reduce resident turnover.

This is an office-based position based in Dallas, TX.

This position includes, but is not limited to, the following responsibilities:

• Supervise and guide Retention Specialists in all aspects of the renewal process.
• Conduct regular team meetings to share updates, best practices, and process improvements
• Assign, prioritize, and monitor workloads to ensure timely completion of applications.
• Provide ongoing coaching, training, and performance feedback to team members.
• Provide leadership with actionable recommendations to improve retention processes and ensure KPIs are consistently met or exceeded
• Process Management
  • Ensure effective communication to all eligible residents with upcoming expirations
  • Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease charges for accuracy and regularly report on progress and/or issues identified
  • Ensure generation of weekly reports: renewal status, resident feedback, and retention rates
  • Review all Month-to-Month residents to confirm they are being charged necessary fees
  • Work with Maintenance and/or field crew to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed
  • Review price/term negotiations with Revenue Management for their approval
  • Verify residents are compliant with current renter’s insurance, utility, city code, and Evergreen policy requirements
  • Audit all completed renewals for accuracy
  • Manage room‑mate promotions details/process and amend lease as needed
  • Manage property transfer requests, collaborating with field teams to ensure current property inspections are completed and that residents meet all necessary criteria
  • Work to reduce resident turnover by communicating effectively and in a timely manner, and identifying creative resolutions to help ensure residents are provided with the highest level of service
  • Manage the NTV process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure the move out process is scheduled accordingly
  • Oversee the entire lease renewal process from initiation to execution across all markets
  • Handle resident concerns and escalations related to lease renewals in a timely, professional manner
  • Maintain quality control and consistency in CRM documentation
• Communication & Culture
  • Be polite, professional, and courteous in all interactions both internal and external, and respond to all correspondence with urgency
  • Troubleshoot customer inquiries and work towards one‑step resolution
  • Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service
  • Kee…