Job Description

Director of Resident Experience & Community Operations

Location: Coral Gables

Reports to: Managing Director

Employment Type: Full-Time, On-Site

About the Role:

Our client is seeking a passionate and highly organized Director of Resident Experience & Community Operations to lead resident engagement and operational excellence at one of their luxury residential properties. This role ensures every resident interaction reflects the highest standards of hospitality and service. The ideal candidate blends strategic oversight with hands-on support across leasing, retention, service coordination, and programming.

Key Responsibilities:

Resident Experience & Engagement

• Serve as the ambassador of the resident experience, delivering personalized service and fostering a welcoming environment.
• Design and execute a calendar of exclusive events and wellness programs.
• Manage resident communications including newsletters and surveys.
• Build genuine relationships with residents, resolving concerns proactively.
• Assist with move-out notices, service requests, and resident transfers.
• Implement lease renewal and retention programs.

Operational & Leasing Support

• Support daily property operations and act as Manager on Duty when needed.
• Analyze leasing reports and forecast occupancy trends.
• Assist in marketing strategies including advertising and promotions.
• Manage rent collections, late notices, and postings.
• Inspect vacancies, make-ready apartments, and model units.
• Conduct property inspections for repairs and landscaping.
• Must be able to tour the community with clients, including walking and climbing stairs.

Team Leadership & Collaboration

• Provide support and leadership to service teams including concierge and valet.
• Liaise with vendors and contractors to maintain luxury standards.
• Support onboarding for new residents including move-in coordination.
• Assist in enforcing building policies with a focus on satisfaction and integrity.

Administrative & Reporting

• Maintain records of resident preferences and interactions.
• Contribute to reports on satisfaction, service requests, and amenity use.
• Assist in budgeting for events and resident services.
• Manage resident relations including calls, requests, and concerns.

Qualifications:

• 5+ years in luxury hospitality, residential management, or private clubs.
• Experience in resident relations, lease renewals, and retention programs.
• Operational knowledge including rent collection and inspections.
• Proficiency in Yardi, RentCafe, Elevated Living, and MS Office Suite.
• Experience with leasing reports and occupancy forecasting.
• Skilled in marketing strategies and resident communications.
• Bachelor’s degree preferred.
• Flexible schedule including evenings and weekends.
• Proven ability to deliver exceptional service in luxury environments.

Key Attributes:

• Warm, genuine, and service-focused.
• Creative with strong organizational skills.
• High emotional intelligence and discretion.
• Detail-oriented, proactive, and self-motivated.
• Balances operational discipline with hospitality intuition.

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