Connectivity - Resident Communications Manager

Responsibilities

• A. Team Strategy, Architecture & Cross-Functional Collaboration
• Department Charter & Boundaries: Define and enforce clear intake rules, service-level agreements (SLAs), request protocols, and escalation paths.
• Support & Self-Service Alignment: Partner with Resident Support and Product to audit and update resident-facing FAQs, landing pages, and automated communication flows to improve self-service resolution.
• Email Journeys: Design, build, and manage templated and custom email journeys.
• Vendor & Tool Migration: Lead due diligence, evaluation, and rollout for key platforms.
• Attribution & Impact: Implement UTM link tracking, QR-code attribution, and enrollment-conversion reporting to measure results.
• B. Team Leadership & Systems Enablement
• Direct Team Management: Coach, manage, and evaluate 2–3 offshore Resident Communications Specialists through weekly one-on-ones, workload distribution, and technical skill development.
• SOP & Knowledge Transfer: Create documentation, standard operating procedures, and internal knowledge bases for landing-page builds, custom email copywriting, and campaign logic.
• Quality Assurance: Establish QA checklists and template standards. Review campaign assets before deployment to ensure accuracy across copy, merge tags, property details, and provider information.

Requirements

• Experience: 5–7 years in B2C lifecycle communications, email campaign architecture, or marketing operations, with at least 2 years directly managing direct reports.

Preferred

• Prior exposure to proptech, telecom, bulk internet services, or resident engagement platforms is a plus.