Community Manager

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We're hiring immediately!

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

Your Opportunity

We strive to create an extraordinary living and learning environment through our passion for customer experience and strong partnerships in our communities.

The Senior General Manager enhances and elevates current operational systems. They will use their passion for people to build strong teams, who focus on employee and customer satisfaction while driving the organization’s revenue goals. When called upon, the Senior General Manager is responsible for supporting and developing the operational, financial, and customer service aspects of other assets within the organization in a geographically proximal area. Typically, their focus beyond their own community will involve assisting with the mentoring, onboarding, and training of new General Managers. This role leverages the Senior General Manager's proven skills and success to help develop others. In the event of a vacant position, they will be asked to help maintain the asset, either remotely or in person, ensuring consistent support during the recruitment process. This role supports the Regional Manager in developing peers and providing additional mentorship to other managers, particularly during onboarding, position vacancy, or in areas requiring focused attention.

The Senior General Manager ensures that the community and team members create an attractive, welcoming, and safe community that embraces its residents. As the leader of a community, this position is responsible for creating a thriving operation by providing the highest quality programs, services, and facilities. 

Your Benefits

• FLSA Status Exempt
• Discretionary annual bonus
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k Matching
• Paid Maternal Leave
• Parental Leave
• Learning reimbursement opportunities

Key Success Characteristics

• Highly Engaged- Operates daily with an “all-in” mindset, striving to achieve the community goals. 
• Master of Priorities – Balance time between operations, finance, and customer experience, and the development of their team.  Prioritize to ensure the important is not subsumed by the urgent; ensure the fires of the day don’t engulf the team’s focus.
• Motivated Mentor – Motivate yourself and motivate your teams.  Create a culture that doesn’t wait for things to happen but that proactively makes them happen and knows how to instill this ethic in others.  Genuine interest in mentoring peers and helping develop those around you.
• Customer-Centric Attitude – Always put the customer’s needs first! Uses empathy to understand situations from others’ perspectives.
• Powerful Communicator – Tailors communication to different audiences and influences key stakeholders; Ensures the team fully embraces and understands the strategy. Holds people accountable constructively and in real time.
• Training and Development – effectively finds ways to train and develop direct reports and peers. Can adjust their approach to ensure solid understanding of roles and responsibilities.
• Strong Strategic Vision – the ability to operate the day to day, but understands ultimate success comes from focusing on the organization’s long-term plan and executing it.
• Calculated Risk and Innovation – Scion never settles, and neither can our people. Continued growth is the forever business plan, so pushing boundaries to find effective solutions and more efficient processes is a must.

The Philosophy

Building High Performing Customer Experience Teams

• Encourages, supports and manages team members in achieving their community and personal development goals.
• Understands team members jobs well enough to perform duties in their absence.
• Builds mutual trust, respect, a culture of accountability, and cohesiveness among team members.
• Seizes opportunities to develop others. Effectively and respectively coach; and has productive crucial conversations, providing constant, real-time feedback.
• Actively seeks professional development through mentors, gathering feedback from peers and direct reports. Encourages and accepts feedback from crucial conversations as development opportunities.
• Serves as a role model to demonstrate appropriate professional mindset and behavior.
• Celebrates successes and publicly recognizes the contributions of team members.

Developing a Culture of Exceptional Customer and Sales Experience

• Promotes and demonstrates a welcoming environment, empowering team members to deliver engaging events that create exceptional customer experience moments.
• Analyzes data collected from day to day interactions with team members to identify opportunities to improve customer experience.
• Ensures that all team members understand the properties brand.
• Coaches and provides feedback to community team members to assure Scion’s standards of service behaviors are followed.
• Ensures team members understand Scion’s customer experience expectations and parameters.
• Effectively and efficiently solves escalated resident concerns by actively listening to and understanding their perspectives.  

Customer Experience Involvement and Autonomy

• Steps into any customer/team member situation when necessary to ensure the integrity of the brand is maintained, customers are delighted, and team member well-being is preserved.
• Maintains a strong working relationship with all departments to support and expedite the resolution of any problems that may have a negative impact on customer experience.
• Communicates and escalates all perceived obstacles that may have an impact on the ability to maintain the brand’s customer experience standards.

Your Responsibilities

Staff Development and Leadership

• Maintains responsibilities of current General Manager role for home community.
• Embraces the mentor mentality and provides support and development to other General Managers when called upon.
• Lends support to Regional Manager for identified opportunities for development and guidance to other teams within the portfolio through remote and or in person assistance.
• Actively recruits, hires, trains and develops all team members in accordance with the properties brand and Scion values.
• Exemplifies customer experience mindset when working with customers, team members, and external partners.
• Ensures the team members are familiar with relevant housing application and assignment procedures, the features of the community, and that they are assigned to assure sufficient office coverage.
• Holds all team members accountable for delivering exceptional customer experience, following Fair Housing policies, meeting revenue, sales and financial goals.
• Provides continuous coaching around professional development opportunities and performance expectations.

Community Administration

• Escalates relevant information to Operations, Asset Management, Legal, Accounting, HR, Talent, Training, etc., for notification and/or resolution. 
• Responsible for the management and escalation of any emergencies that happen on community 24/7.
• Creates and communicates on-call schedule for after-hour response for all management team members, including themselves as the primary responder on a rotating basis.
• Reports on any key performance indicators, identified by corporate.
• Accountable that data files and information submissions are accurate and timely and report on key performance indicators.

Annual Community Turn

• Proactively plans and executes the turn process to ensure all team members have clear goals and expectations, including working onsite 7 days per week or as required to meet all deadlines.
• Takes the lead in assuring the customer has a positive experience and remains available to manage any concerns that might arise.
• Ensures that the assignment, transfer, check-in and check-out process is executed in accordance to policy.
• Verifies that all units/areas are made-ready and meets Scion’s standards for resident occupancy.
• Forecasting and managing financial performance including personnel management, overtime hours, and vendor contracts.
• Manage the Request for Proposal (RFP) process and draft contracts for legal review and approval.

Sales

• Collaborates with the Centralized Sales Team and as appropriate, the Customer Experience Manager to identify sales issues, develop sales strategies and ensure revenue targets are met.
• Accountable for developing a customer-oriented mindset and ensuring the staff executes to it during the sales process. 
• Solves customer feedback concerns, and escalates, when necessary to Regional Manager.  
• Regularly communicates the sales and revenue goals for their team.
• Must have a thorough understanding of:
  • General community knowledge (number of buildings, unit mix, physical amenities, location, university relationship, etc.)
  • Market (all information contained in market survey) and can compellingly communicate their assigned community’s value proposition relative to peer assets.
  • Content and administrative processes of the Application, Housing Agreement, Assignment process, Community Policies, utilization of Community Management Software and various Addenda.
  • Provides community and amenity tours to customers, as needed.
  • Community brand and value proposition

• Accountable for achieving revenue targets including: overall market rates, gain to lease, loss to lease, concessions, leasing velocity.
• Executes all Housing Agreements in accordance with Scion policy.
• Frequently utilizes sales reports to identify key performance indicators and proactively address issues as they occur.
• Ensures that weekly market surveys are conducted and verifies that they are reported accurately. 

Facility Management

• Follows Scion corporate policies to select, supervise, and review all contractual services.
• Regularly inspects grounds, interior and resident amenities / general common areas to ensure that the facilities comply with all codes and company standards.
• Accountable for community curb appeal and overall appearance of building exterior, common areas, amenities, and apartments.
• Identify capital deficiencies and react promptly with a capital request.
• Ensure that building and system permits are up to date.
• Manage inclement weather per policy and procedure.
• Lead and manage quarterly inspections per policy.
• Keep an accurate inventory of vacant units and conduct a monthly inspection of each.
• Ensures general and preventative maintenance are completed timely and to Scion’s schedule and standards.
• Reviews that all work-orders are being properly documented and completed in accordance to policy.   
• Oversees security of the community including security/courtesy officers.

Financial Performance

• Prepares annual community budgets to encompass all areas including maintenance and capital projects, marketing, payroll, and other budgetary items. 
• Manages community expenditures in accordance with the budget, including invoices for payment, and makes recommendations for more efficient use of budgeted funds.
• Appropriately submits variance request to direct report for approval per policy.
• Reviews and approves bi-weekly payroll. 
• Oversees inventory controls of all equipment and supplies.
• Pro-actively looks for additional ways to add revenue and/or reduce expenses to enhance Net Operating Income while maintaining the customer experience.   
• Works collaboratively with community accountant to prepare monthly financial accounting, reporting, and explanation of variances.
• Oversees rent collection policies.

The responsibilities listed above are not all inclusive. However, they are indicative of the types of responsibilities normally performed by the General Manager. 

What We Require

• College degree and three years community management experience preferred.
• A minimum of 2 completed turnover periods as the General Manager with Scion.
• Multi-Market General Manager experience is not required but favorable.
• Proven track record managing financials – consistent and well-maintained controllable expenses.
• High Resident Experience Scores through Scion issued surveys.
• Employee Engagement scores are reflected in the top half of the overall organization.
• Consistently receives high performance rating from direct supervisor during annual reviews.
• No disciplinary actions within the last 12 months.
• Scion Standard scores should reflect 70% or higher; or displays consistent incremental improvement.
• Willing and able to work flexible hours, and up to six days per week during peak times.
• Prior experience in a customer-oriented management role is strongly preferred.
• Commitment to excellence and high standards, with acute attention to detail.
• Excellent written and verbal communication skills.
• Strong organizational, problem-solving, and analytical skills.
• Works well independently and as a member of a team.
• Proficient in Microsoft Office and Entrata Community Management Systems.
• Handles multiple, complex projects, with minimal guidance, prioritizes effectively, and meets deadlines.
• Ability and willingness to take on more responsibility and travel periodically. Travel could require multiple overnight stays away from your home community and in some instances on short notice

Organizational Structure

• Reports To:  Regional Manager
• Direct Reports:  All Community Management positions

The Scion Group LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, creed, national origin, color, gender, sex, sexual orientation, gender identity or expression, age, physical or mental disability (as long as the employee/applicant is otherwise qualified for the job with or without a reasonable accommodation), genetic information, HIV/AIDS status, marital status, uniformed service, veteran status, pregnancy or other legally protected status or category under federal or state law. The Scion Group LLC complies with applicable state and local laws governing nondiscrimination in employment in all locations in which the Company has properties. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, training and other terms and conditions of employment. The Scion Group LLC is committed to the principles of equal employment opportunities.