Resident Relations Manager

Position Brief – Resident Relations Manager

As a Resident Relations Manager at Optima, you are one of the leaders of the property management team. In this role you will focus on delivering 5-star service through resident customer service, managing operations, and communications. You will have the opportunity to lead a team, grow your real estate knowledge, create and implement innovative ideas, and deliver extraordinary customer service.

About Optima

Optima is a design-driven real estate development firm rooted in the modernist tradition with offices in Illinois and Arizona. For more than 40 years, we have been developing, designing, building, and managing striking urban and suburban luxury residential communities. From the beginning, we aimed to reinvent housing by integrating the functions involved in new construction within one company. We control and execute every aspect of the process in-house – development, architecture, construction, sales and management – for a dynamic system that offers greater focus and fluidity.

We are committed to delivering extraordinary living through design, innovation, sustainability, and management.

• Assist in leading the daily activities of the team, including administrative, concierge and maintenance resources, to ensure the team is engaged and achieving performance goals.
• Responsible for ensuring concierge-level move in and move out experiences for residents.
• Oversee and ensure KPI (retention, online reviews, resident satisfaction) goals are met and reported on time.
• Effectively handle resident issues and resolve in an optimum manner. Track and report to management.
• Manage the on-site programs to ensure compliance including renter insurance certificates, resident app, parking, amenity reservations, virtual concierge and more.
• Work collaboratively with the General Manager, Business, as well as Leadership, and the entire team.
• Continued management and development of team through leadership, coaching and mentorship.
• Ensure that each team member is meeting their assigned goals and reporting in a timely manner.
• Deliver concierge-level service to residents that creates an unmatched experience and promotes strong resident retention, increased revenue and promotes a positive reputation.
• Assist with writing newsletter and flyers for resident events and information.
• Take ownership of your community by continuously walking, monitoring, and correcting issues that are identified, either yourself or with your team.
• Assist in planning resident functions. Attend functions and participate as host for any functions as directed by the Property Manager.
• Assist in ensuring that all Optima policies and procedures are being followed.
• Develop and implement initiatives for the property and team to further enhance resident satisfaction, and the property’s performance and reputation.

• Must have a high school diploma or equivalent.
• 2-3 years of on-site property management experience (luxury apartment community experience preferred).
• Intermediate level or above, experience and knowledge of Excel.
• Experience leading a small to medium team with success as a coach, leader and mentor.
• Must have experience in Yardi Voyager7 and either Rent Café Site Manager, or Pay Scan, as well as Microsoft Office Suite.

• Effective at setting priorities and managing competing demands.
• A competitive spirit balanced with superior judgment and discretion.
• Willingness to do the right thing even when it is hard.
• Warm, friendly, and service-oriented mind set.
• Goal oriented with the belief that there is a solution to every problem.
• Seeks continuous improvement.
• Superior written and verbal communications skills.
• Aptitude to work independently and as a team member.
• A reliable, responsive, and positive work ethic.

• Come as you are! At Optima we celebrate diversity and are committed to creating an inclusive environment for all our team members.
• Optima evaluates qualified applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or other legally-protected characteristics.

Optima does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to Optima team members or the Optima people experience team. No placement fees will be paid to any 3rd party unless such a request has been made by the Optima people experience team.