Resident Experience Manager

Portland, Oregon, United States;
Seattle, Washington, United States

As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to reinvent the rental housing ecosystem for the benefit of all. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.

With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of Stella (financial and asset management software),
Rent Prep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in Casago (short-term rental management services), expanding our platform to support both long-term and short-term rental investment services.

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.

• 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.

• 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

• Proficiency with property management, inspection, and renovation software (e.g. Yardi, MRI, App Folio, Onesite, Matterport, Renowalk, and/or Property ware)

• 10%

Seattle, WA or Portland, OR

$24.00- $27.00 per hour.

Compensation may be adjusted based on experience, skills, and interview performance.

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.

• Generous PTO Policy
• 12 Paid Holidays
• 401k…