Leasing & Customer Experience Manager

The Role

We are hiring a Leasing & Customer Experience Manager to lead leasing execution and oversee all property management communications.

This is a management and leadership role, focused on speed, accuracy, accountability, and service. You will be responsible for ensuring properties are priced correctly, marketed quickly, leased efficiently, and supported by strong internal coordination and office operations.

You will be supported by a full-time assistant (VA) and work closely with operations, maintenance, accounting, and leadership.

Key Responsibilities

Leasing Leadership

• Oversee pricing, listing, and marketing of all rental units
• Ensure units are listed promptly and leased as quickly as possible
• Target leasing timelines of 30 days or less where possible
• Coordinate showings, applications, approvals, and lease execution
• Monitor market trends and adjust pricing and strategy accordingly.
• Prepare and present pricing recommendations for approval, without implementing changes independently.

Listing & Onboarding Inspections

• Coordinate and participate in onboarding inspections for new listings
• Take high-quality photos and videos for listings
• Virtually stage photos where required
• Place and manage lockboxes for showings
• Ensure listings are market-ready before going live

Customer Service & Communications

• Manage the shared property management inbox
• Ensure the shared inbox is consistently organized, controlled, and fully actioned, with no unresolved or unassigned communications.
• Triage, assign, and track owner and tenant communications
• Ensure timely responses and proper follow-through by the team
• Act as escalation point for service issues when needed
• Proactively identify risks, bottlenecks, or breakdowns in communication and route issues to the appropriate team member before they escalate.
• Maintain a high standard of professionalism and client experience

Office Management & Internal Coordination

• Act as the office manager for the leasing and PM communications function
• Ensure internal workflows are followed and nothing falls through the cracks
• Coordinate priorities between leasing, operations, maintenance, and accounting
• Maintain visibility over open issues, responses, and follow-ups
• Help keep the PM division organized, responsive, and aligned day-to-day

Team Leadership

• Lead and manage a dedicated assistant supporting leasing and communications
• Coordinate closely with operations, maintenance, and accounting
• Hold the team accountable to response times and service standards
• Improve workflows and communication processes over time

Marketing & Social Media

• Ensure rental listings are promoted consistently across platforms
• Oversee basic social media activity related to leasing and PM services
• Coordinate listing posts and property highlights
• Increase Google Reviews

What Success Looks Like in This Role

• Units are leased quickly and consistently
• Vacancy is actively managed and minimized
• Owners feel informed, supported, and confident
• Tenant communication is professional and responsive
• The PM inbox is organized and controlled
• The team knows exactly who owns what

Bonus & Growth Opportunities

In addition to base compensation, this role includes bonus opportunities for:

• Successful lease execution
• Reducing vacancy timelines
• Converting owners and tenants into future buyers and sellers
• Supporting resale and pre-construction opportunities through Realty

This role offers strong upside for someone who thinks beyond transactions and builds long-term relationships.

What We're Looking For

• Strong experience in real estate leasing and property management
• Proven ability to move fast, prioritize, and problem-solve
• Excellent communication and organizational skills
• Natural leadership and ownership mindset
• Comfortable working in-office and visiting properties as needed
• Positive attitude, resourceful, and team-oriented

Experience with property management systems, shared inbox workflows, and listing management is an asset.

Why Join Us

• True management role with ownership and accountability
• Support from a high-performing real estate organization
• Clear expectations and room to grow
• Bonus-driven upside tied to real results
• Opportunity to help rebuild and scale a growing PM division

How to Apply

Please apply with your resume and a brief note outlining:

• Your leasing experience
• Your experience managing teams, workflows, or office operations
• Why you would be a great fit for this role

We are reviewing applications quickly and interviewing on a rolling basis.

Job Type: Full-time

Pay: $65,000.00 per year

Benefits:

• Extended health care

Work Location: In person