Cortland · 9 hours ago
Resident Services Manager - Sandy Springs, GA
Sandy Springs, GA, US
Full-time
Onsite
Senior Level
5+ years expCortland is a recognized leader in the multifamily sector, committed to innovation and operational excellence. As the Resident Services Manager, you will oversee daily operations within the centralized Contact Center, drive performance strategies, and ensure alignment with company standards while fostering a culture of collaboration and accountability.
ConstructionHome RenovationProperty ManagementReal Estate
Responsibilities
Facilitate regular communication with team and site partners to ensure we stay in sync on priorities, celebrate wins, and drive engagement
Conduct daily team huddles to align operational updates, staffing, and objectives
Coach and counsel team members to develop leadership, drive accountability, and support individual growth
Oversee schedule management and forecasting, ensuring adequate coverage and service level goals
Manage the execution of Resident Service-wide performance and operational strategies across all markets
Maintain a strong presence in daily operations, providing guidance and support for escalations or procedural challenges
Develop, implement, and track department-wide performance strategies to improve renewal rates, efficiency, and service quality
Ensure adherence to all policies, standards, and regulations, reinforcing consistency across teams
Collaborate with other leaders within the Contact Center to identify opportunities for operational improvement, workflow optimization, and system efficiency
Lead reporting and performance updates to Managing Directors and Directors of Operations, highlighting trends, wins, and areas of opportunity
Oversee workforce planning, time-off approvals, and scheduling to maintain staffing alignment with lead demand
Partner closely with Corporate and Operations leadership to ensure alignment on initiatives and performance goals
Collaborate on cross-departmental partnership projects to enhance the resident journey and improve communication between the functions of the Contact Center
Coordinate with internal support teams (Technology, Training, HR, and Analytics) to ensure tools, systems, and processes support sales performance
Support escalation management related to policies, system functionality, or customer experience
Foster a culture of accountability, collaboration, and continuous improvement across all teams
Promote associate engagement by recognizing achievements, celebrating milestones, and supporting team development
Champion Cortland’s core values through all interactions and initiatives
Qualification
Required
High school diploma or equivalent required; bachelor's degree preferred
5+ years of experience in multifamily operations or contact center management, with direct people leadership required
Strong understanding of screening processes, Fair Housing, and regulatory standards
Proven success in managing multi-team operations
Excellent communication, leadership and interpersonal skills
Demonstrated ability to analyze data, forecast performance, and make data-driven decisions
Proficiency in Microsoft Office Suite, RealPage, Funnel, and other relevant CRM systems
Highly organized with a proactive approach to problem solving and a passion for operational excellence
Ability to manage multiple priorities in a fast-paced environment
Preferred
Bachelor's degree preferred
Company
Cortland
Cortland® is a product-to-people, multifamily real estate investment, development, and management company that in-sources most of its multifamily development, design, construction, renovation, management, and ownership functions – all with the goal of providing residents excellent, hospitality-driven living experiences.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Steven DeFrancis
Chief Executive Officer
Scott Moore
Chief Technology Officer
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