Mgr., Resident Support Services ($83,200 - $104,100)

Position Summary:

The Manager, Resident Support Services is responsible for the planning and coordination of repairs and resident relocations during the initial phase of all remediation projects. This includes daily supervision, ensuring operational efficiency, training, team member development and quality control for the  Resident Support Services team. This role optimizes case management standards to provide a consistent, positive resident experience while reducing organizational risk and liability. The Manager serves as the primary escalation point for managing complex issues. 

Key Responsibilities:

• Responsible for training, onboarding, and development of all team members. Manage day-to-day operations of the Resident Support Services team  by providing strategic direction and ensuring compliance with standard operating procedures. 
• Strengthen team consistency and performance through continuous coaching in de-escalation and sensitive resident communication.
• Monitor case volume, duration, and dashboards daily to ensure cases are progressing on schedule and take appropriate actions as necessary. 
• Analyze key performance indicators (KPIs) to identify trends, and execute tactical plans to ensure operational goals are achieved.
• Ensure timely and effective resolution of complex resident escalations, including high-risk scenarios such as denied access, legal disputes, and critical health concerns.
• Partner closely with internal stakeholders and key partners to align on scope of work, project schedules, and resident communication strategies.

Preferred Education:

• High School Diploma or equivalent work experience

Preferred Years of Relevant Work Experience:

• 2-5 years customer service and supervisory experience