Resident Services Manager

Mexico City - Mexico

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

About the Role

We are seeking a Resident Services Manager to lead and scale resident-facing operations across a growing portfolio of single-family rentals.

This role owns the full resident lifecycle-move-ins renewals collections compliance move-outs and escalations with a focus on delivering a high-trust resident experience while protecting asset performance.

Youll design and enforce SLAs reduce bad debt increase renewals and on-time payments and act as the final escalation point for complex issues. Success in this role means creating streamlined systems developing a high-performing team and consistently hitting aggressive operational metrics.

Key Responsibilities

Build and own the Resident Services roadmap (SOPs SLAs dashboards QA and training).
Enforce high standards in resident communications across phone email and SMS including live answer and rapid response SLAs.
Manage rent collections: issue Pay or Vacate notices track daily follow-ups set up payment plans and coordinate evictions.
Oversee seamless move-ins including insurance enrollment and inspection completions.
Manage move-outs inspections turns and security deposit processing within SLA.
Process early terminations and ensure compliance with jurisdiction-specific regulations.
Resolve accounting ledger issues quickly and coordinate with accounting partners.
Publish monthly Resident Services metrics and maintain daily trackers for collections renewals move-ins/outs and deposits.

Requirements

3 years leading Resident Services/Resident Experience at a property management company (single-family or multi-family).
Track record of running SLA-driven operations and managing remote teams.
Deep knowledge of the full resident lifecycle landlord-tenant compliance and eviction processes across multiple states.
Hands-on experience with payment plans legal handoffs and collections documentation.
Proficiency in AppFolio Property Meld Google Workspace (Sheets in particular) and resident communication platforms.
Excellent phone presence strong writing skills and sound judgment under pressure.

Preferred Qualifications

Experience with RentCheck ePremium and reporting dashboards.
Background in designing and scaling multi-market resident operations.
Coaching mindset with experience developing high-performance teams.
Success Indicators (First 36 Months)
Maintain SLA compliance across communications move-ins/outs deposits and collections.
Reduce delinquency and improve on-time payment percentage.
Lift renewal rates and decrease early terminations.
Deliver accurate and timely KPI reporting every month.
Establish clear escalation playbooks and improve resident trust scores.

Compensation & Logistics

$28000$36000 USD per year including performance-based bonus tied to KPIs.
Full-time remote role for candidates based in Latin America.
Work closely with U.S.-based leadership and align with U.S. time zones.

Company Overview

Our client is a fast-growing property management company specializing in single-family rentals across multiple U.S. markets. The team is dedicated to creating a reliable and transparent resident experience while protecting owner asset performance.

Job description created by a nearshore staffing agency.

About the Role We are seeking a Resident Services Manager to lead and scale resident-facing operations across a growing portfolio of single-family rentals.This role owns the full resident lifecycle-move-ins renewals collections compliance move-outs and escalations with a focus on delivering a high-...