Position Summary:

The community manager is responsible for leading all phases of operation of the community, including, but not limited to, leadership and development of onsite team, financial performance, resident relations, and community preservation and aesthetics.

Job Duties:

• Creates a customer service focused culture for residents, prospects, vendors and employees; responds and resolves resident requests and concerns; leads by example and ensure a proactive approach is adopted for all key customer touch points.
• Responsible for training, onboarding, and development of all team members with focus on employee engagement and retention. Lead, coach and develop direct reports to create a culture of excellence and continuous learning.
• Actively coach the leasing process; may oversee a leasing manager at larger communities.
• Build relationships with internal and external customers to provide best in class service.
• Effectively communicate strategic business practices with leaders within the community to ensure efficiency and consistency.
• Manages financial performance of property to include accountability for budget variances, providing input for budget and forecast planning and identifying opportunities to increase revenue.
• Ensure the condition and quality of the communities meet the Irvine Company standards at all times.
• Develop and manage resident communications.
• Anticipate resident relations challenges and demonstrates problem solving skills when concerns arise.
• Monitors/evaluates key metrics for community and ensure plans are in place to achieve company targets; creates renewal and leasing goals; monitors NTV’s; monitors NPS, social media feedback and follows up as needed.
• Complete audits and community inspections to ensure policies, procedures and corporate compliance are followed at all times.
• Responsible for healthy collaboration and partnership with other departments within Apartments and across divisions.
• Regularly updates competitive data to help inform pricing decisions. Communicates findings to GM/Senior Director and Revenue Manager.
• Partner with maintenance leaders and project managers to oversee community projects to ensure minimal impact to residents and prospects.
• Partner with ICAD to ensure customer service standards and operational KPI’s are achieved during ongoing reinvestment projects

Variances in responsibilities may exist by community type:

Smaller Communities:

• May be responsible for leading the leasing function to achieve and/or exceed occupancy/availability goals, including coaching on the leasing process.

Larger Communities:

• Collaborate with the leasing manager to achieve and/or exceed occupancy/availability goals.

Minimum Qualifications / Other Expectations:

• High school diploma
• Two years management experience in customer service environment;
• leasing experience preferred
• Occasional travel required
• On call as needed for after hours emergencies
• Ability to work evenings, weekends and holidays