Resident Services Manager - Sandy Springs, GA

At Cortland, weoperatewith a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drivestrong growthand market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.

As the Resident Services Manager,you’llbe a key leader within Cortland’s centralized

Contact Center, driving operational excellence across multipleteamsand markets.

You’lloversee daily operations, workforce planning, and performance strategies to ensure initiatives run seamlessly, align with company standards, and deliver onservice goals. Success in this role depends on strong leadership, clear communication, and effective collaboration across departments.

To achieve this,you’llprovide hands-on coaching and guidance toteam memberswithin the Resident Services function of the Contact Center,whilealsoserving as a strategic partner to leaders across the company. Together,you’ll champion efficiency, consistency, and best-in-class performance across every aspect of the function.

Leadership & Team Oversight

• Facilitate regular communication with team and site partners to ensure we stayin syncon priorities, celebrate wins, anddriveengagement.

• Conduct dailyteamhuddles toalignoperational updates, staffing, and objectives.

• Coach and counselteam membersto develop leadership, drive accountability, and support individual growth.

• Oversee schedule management and forecasting, ensuring adequate coverage and service level goals.

• Managethe execution of Resident Service-wide performance and operational strategies across all markets.

• Maintain a strong presence in daily operations, providing guidance and support for escalations or procedural challenges.

Operational Excellence & Performance Strategy

• Develop, implement, and track department-wide performance strategies to improverenewalrates, efficiency, and service quality.

• Ensure adherence to all policies, standards, and regulations, reinforcingconsistency across teams.

• Collaborate withother leaders within the Contact Centertoidentifyopportunities for operational improvement, workflow optimization, and system efficiency.

• Lead reporting and performance updates to Managing Directors and Directors of Operations, highlighting trends, wins, and areas of opportunity.

• Oversee workforce planning, time-off approvals, and scheduling tomaintainstaffing alignment with lead demand.

Cross-Department Collaboration

• Partner closely with Corporate and Operations leadership to ensure alignment on initiatives and performance goals.

• Collaborate on cross-departmental partnership projects to enhance theresidentjourney and improve communication between the functions of the Contact Center.

• Coordinate with internal support teams (Technology, Training, HR, and Analytics) to ensure tools, systems, and processes support sales performance.

• Support escalation management related to policies, system functionality, or customer experience.

Culture & Engagement

• Foster a culture of accountability, collaboration, and continuous improvement across all teams.

• Promoteassociateengagement by recognizing achievements, celebrating milestones, and supporting team development.

• Champion Cortland’s core values through all interactions and initiatives.

• High school diplomaor equivalent required; bachelor’s degree preferred.

• 5+years of experience in multifamily operationsorcontactcenter management,with direct people leadershiprequired.

• Strong understanding of screening processes, Fair Housing, and regulatory standards.

• Proven success in managing multi-team operations.

• Excellent communication,leadership and interpersonal skills.

• Demonstrated ability to analyze data, forecast performance, and make data-driven decisions.

• Proficiency in Microsoft Office Suite, Real Page, Funnel, and other relevant CRM systems.

• Highly organized with a proactive approach to problem solving and a passion for operational…