Director of Resident Services

Company Overview

Evernest is a full-service real estate and property management company with a national presence, and an outstanding reputation. We operate in 45+ of the nation’s most investable markets and with over 23k homes under management, Evernest is recognized as one of the largest single-family and small multi-family brokers and operators in the country.

We’re on a mission to build something great. Our goal is to manage 250k homes by 2030 and be the nations premiers SRF and small MRF operator. It’s an exciting journey, but we can’t do it alone. Evernest is looking for driven individuals who share our vision, are committed to our goals and core values, and want to build a better future for our clients and the communities we serve.

Position Overview

Evernest is seeking a results-driven Director of Resident Services to lead and optimize our Resident Services team. This leader will leverage data, technology, and operational excellence to minimize delinquency, maximize renewals and rent growth, and deliver an exceptional resident experience.

The ideal candidate is both strategic and hands-on, improving processes at scale while driving accountability and measurable results. They aggressively reduce delinquency, enhance resident retention, and foster a culture of ownership and continuous improvement. They excel in cross-functional collaboration and execute with precision to push the business forward.

This leader is an expert in collections and retention best practices and has successfully built and led virtual teams. They streamline workflows, implement effective automation, and optimize resident touchpoints to improve efficiency and service delivery.

They are equally comfortable analyzing data in Excel/Sheets and BI tools as they are presenting insights to the C-suite. With a proven track record of building or enhancing high-volume resident service platforms, optimizing processes, managing a P&L, and driving measurable results, they raise the bar and set the standard for operational excellence. This role reports directly to the COO.

Responsibilities

• Lead and inspire the team by fostering a culture of excellence and core value alignment.
• Hire, develop and retain resident services talent through scalable hiring and training programs.Optimize resident services to cost effectively enhance resident services experience, drive retention and reduce delinquency.
• Create KPIs and other measurables to drive performance across the Resident Services Team.
• Reduce delinquency through proactive rent collection strategies, resident engagement and creative alternatives like negotiated moveouts.
• Ensure compliance with all resident-related laws, regulations, and company policies.
• Partner with product and development to improve workflows and evaluate other tools to drive process improvement and accountability.
• Develop and exceed KPIs & SLAs.
• Reduce the cost to manage.
• Design and implement calculated experiments (A/B tests) aimed at improving outcomes.
• Maximize revenue by capturing resident-related income and reducing vacancy loss.
• Enhance resident satisfaction through proactive communication and issue resolution.
• Develop and implement predictive models to forecast renewal performance, occupancy rates, and resident related revenue, enabling proactive decision-making.
• Develop and implement policies and procedures to improve the efficiency and effectiveness of all resident services related activities.
• Create, maintain, and improve comprehensive dashboards and reports that provide real-time insights into delinquency, retention and efficiency, allowing for data-driven decision-making.
• Embody and champion Evernest’s core values.

Requirements

• 5+ years of experience in property management, resident services, or a related field, with at least 3 years in a leadership role.
• Bachelor’s degree required.
• Proven track record in reducing delinquency, improving resident retention, and optimizing resident experience.
• Expertise in data-driven decision-making and performance analytics.
• Strong understanding of fair housing laws, eviction processes, and regulatory compliance.
• Experience building, leading, and scaling virtual teams in a high-volume, multi-market environment.
• Proficiency with property management software, BI tools, automation, and CRM systems.

CORE VALUES

To be considered for this position, you must connect deeply with Evernest’s company core values:

Win Together – We put our team, the company, and our clients first. Alone we can do so little; together we can do so much.

Do the Right Thing – We operate with the highest levels of accountability and are transparent with each other, our clients, and our customers.

Own the Outcome – We are results-obsessed and continuously strive to improve our clients’ experience. We are raising the bar in the industry.

Embrace the Grind – We do whatever it takes to get the job done and deliver results that matter.

Grow Daily – We are committed to improving ourselves and Evernest. We don’t accept mediocrity and always strive for excellence.