At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.
Role OverviewAs the Resident Services Manager, you’ll be a key leader within Cortland’s centralized Contact Center, driving operational excellence across multiple teams and markets. You’ll oversee daily operations, workforce planning, and performance strategies to ensure initiatives run seamlessly, align with company standards, and deliver on service goals. Success in this role depends on strong leadership, clear communication, and effective collaboration across departments.
To achieve this, you’ll provide hands-on coaching and guidance to team members within the Resident Services function of the Contact Center, while also serving as a strategic partner to leaders across the company. Together, you’ll champion efficiency, consistency, and best-in-class performance across every aspect of the function.
Leadership & Team Oversight
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.Operational Excellence & Performance Strategy
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.Cross-Department Collaboration
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.
Culture & Engagement
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. Qualifications 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. About CortlandFounded in 2005, Cortland is an international, vertically integrated multifamily real estate investment, development, and management firm with a resident-centric approach to living experiences. Recognized as one of the top 10 multifamily owners and operators in the US, Cortland combines in-house design, construction, and operations to deliver value and innovation across its portfolio.
Join us as we reimagine apartment living and drive outsized returns through purpose, performance, and people.
Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email Careers@cortland.com.
Cortland is a drug-free workplace.
Cortland participates in e-verify to verify the employment status of
all persons hired to work in the United States.
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