Resident Experience Manager

A bit about us At Placemakr, home meets hospitality. We’ve combined the best of apartment living, vacation rentals, and hotel stays into one experience. We partner with developers, property operators, and investors to curate a collection of apartment-like spaces in hand-picked neighborhoods. Our tech-enabled buildings create one-of-a-kind guest experiences and add tremendous value to the underlying real estate. Whether guests are with us for a night, a year, or somewhere in between, these are more than just spaces to spend the night — they’re a place to call home. Our property team members help our buildings thrive by focusing on execution and ensuring a great experience for both residents and guests. Our non-property team members support property execution and the evolution of other areas within our platform. They can enjoy remote-first work with the freedom to choose their location — as long as they have access to a workspace and reliable Wi-Fi. We believe collaboration is key, so our remote-first teams and property leaders have biannual in-person get-togethers at various locations across the US. From corporate non-property team members to our property teams and leaders, we’re looking for collaborative, driven individuals to join us as we continue to expand our presence.  The impact you'll have At Placemakr, exceptional resident experiences are built through meaningful interactions, proactive communication, and a commitment to service. As the Resident Experience Manager, your mission is to lead the Resident Experience team while creating a culture where every resident feels welcomed, heard, and supported throughout their stay.  Around here, no two days look the same (which is exactly how we like it). You'll balance resident needs, coach your team through challenging situations, and ensure every interaction reflects Placemakr's hospitality standards. Whether you're mentoring Resident Experience Associates, resolving escalated concerns, auditing communication quality, or partnering with operational leaders, you'll create consistency across every touchpoint of the resident journey.  Reporting directly to the General Manager, you'll oversee a team of Resident Experience Associates while partnering closely with Housing Operations, Housekeeping, Maintenance, and Property Leadership to deliver exceptional arrival and departure experiences, timely communication, and seamless service throughout the resident lifecycle. Together, you'll ensure every interaction reflects Placemakr's hospitality standards while creating a welcoming, effortless experience from reservation through move-out.  Success in this role requires exceptional leadership, emotional intelligence, sound judgment, and a genuine passion for hospitality. You'll lead by example, build trust with residents, clients, and partners, and foster a culture of accountability where service excellence is the standard.  This is a full-time position that requires open availability for flexible scheduling, including early mornings, evenings as late as 12AM, weekends and holidays, on a rotational basis and as the needs of the business call for it.  This position requires regular travel between assigned Placemakr-managed communities throughout the Washington metropolitan area as business needs require. Resident Experience Managers will report to an assigned home-base community in the Washington metro area, but should expect to support other locations throughout the portfolio, spending a majority of their time actively supporting resident-facing operations, coaching team members, collaborating with operational partners, and ensuring consistent execution of Placemakr's hospitality standards across the resident journey. Approved business travel expenses will be reimbursed by Placemakr. Our community norms Great people are the key to our success. From corporate team members to our property teams and leaders, we’re looking for collaborative, driven individuals to join us as we continue to expand our presence across the US. Most importantly, we create positive community norms that shape our company culture and inform how we do business: We own it. We make it better. We treat people right. Applicants must be legally authorized to work in the United States and meet our age requirements of 18 years or older in order to be considered for employment with Placemakr.  Placemakr will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our team at [email protected] Candidates for positions that involve driving company vehicles or driving as an essential function of the role must successfully complete a Motor Vehicle Record (MVR) check as a condition of employment. Continued employment may also be contingent upon maintaining an acceptable driving record in accordance with company policy. All your information will be kept confidential according to EEO guidelines. Placemakr values diversity of all kinds, and is committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Placemakr participates in the E-Verify program as part of our hiring process in order to stay committed to maintaining a legal workforce and complying with all applicable employment laws. E-Verify is a federal system that allows employers to confirm the employment eligibility of newly hired employees by comparing information from an employee’s Form I-9 to data from U.S. Department of Homeland Security and Social Security Administration records. All new hires will be required to complete the Form I-9 and may be verified through the E-Verify system. For more information about E-Verify, please visit www.e-verify.gov. I