Resident Manager

General Summary

Working for Realty Operations Group means being part of a team dedicated to delivering a best-in-class apartment living experience. We maintain a superior group of professionals united by a common commitment to the highest level of integrity and business ethics in all of our dealings. At Realty Operations Group, we are committed to innovation and creative problem-solving. We provide our team members with constant training, development opportunities, and career advancement in a fast-paced environment. We are seeking a highly skilled Resident Manager to oversee the operations of luxury, high-rise residential rental properties in the Newport/Waterfront area of Jersey City. This role requires strong leadership, a deep knowledge of building systems, and a commitment to providing exceptional customer service. The Resident Manager will report directly to the Property Manager or Senior Property Manager of the portfolio and will liaise with tenants, manage building staff, and ensure that the property is well-maintained and efficiently operated.  

Essential Job Function / Responsibilities:

• Deliver best-in-class customer service through quick and effective response to resident’s inquiries and repair requests, resolving resident complaints promptly, escalating more serious resident concerns promptly. 
• Manage and respond to work orders using HappyCo, ensuring timely and efficient resolutions to maintenance requests.
• Oversee the unit turn process, coordinating the timely turnover and preparation of apartments for new residents.
• Process purchase orders and manage budgeting, ensuring that building expenses are monitored and controlled.
• Supervise and mentor building staff, including doormen, handymen, and porters, to ensure high performance, accountability, and adherence to standards.
• Lead performance management, conduct evaluations, addressing issues, and fostering the professional growth and development of building staff.
• Oversee vendor management, ensuring that contractors and service providers meet expectations and deliver quality services.
• Ensure all building systems (boilers, HVAC, mechanical, plumbing, and electrical) are properly maintained and compliant with safety and operational standards.
• Identify repair and maintenance needs, recommend third-party contractor involvement when necessary, and oversee contractor work to completion.
• Maintain the cleanliness and presentation of the building, ensuring it meets luxury standards.
• Manage service contracts and oversee all third-party vendors providing services to the building.
• Maintain inventory of cleaning supplies, tools, and materials, ensuring adequate stock levels.
• Perform other related duties as assigned.

Requirements:

• Preferred: Bachelor’s degree in Engineering or a related field.
• Required: 5-8 years of experience managing large, high-rise residential buildings or complexes.
• Experience managing and leading a team, including supervision, mentoring, and performance management.
• Strong technical skills in building operations, including boilers, HVAC systems, plumbing, electrical systems, mechanical systems, and carpentry.
• Familiarity with fire suppression and fire alarm systems is essential.
• Experience with HappyCo, Yardi or similar work order and property management platforms is a plus. 

Skills:

• Excellent verbal and written communication skills.
• Proficiency in computer systems, property management software, and budget management.
• Strong customer service skills with a focus on resolving resident concerns and maintaining tenant satisfaction.
• Ability to thrive in a fast-paced, dynamic work environment while managing multiple priorities.
• Bilingual (Spanish) is a plus.

Physical Requirements:

• Must successfully pass a background check, drug screening, and physical examination.
• This role involves significant physical activity, including:
  1. Frequent standing and walking throughout the building.
  2. Operating a high-speed buffer or burnisher to polish common area corridor floors for up to 25% of the time.
• Regularly required to perform the following physical tasks:
  1. Bending, stooping, squatting, and kneeling.
  2. Climbing stairs frequently to access all building levels.
  3. Pushing or pulling equipment, appliances, and doors.
  4. Reaching overhead to handle packages and deliveries.
  5. Grasping, gripping, and turning door handles.
  6. Finger dexterity for sorting mail and typing.
  7. Hand coordination for various tasks.
  8. Lifting and carrying supplies when needed.

The Company offers a competitive salary and benefits including medical, dental, vision life insurance, HSA/FSA, commuter benefits program, short-term disability and 401(K).