Resident Services Manager - Cottonwood Canyon Hills

Who We Are With a legacy spanning four decades, Action Property Management has become the premier choice for homeowner’s association management. Founded in 1984, Action began with a single client and a vision to elevate ethical and professional standards in the HOA industry. Our unwavering commitment to integrity, and professionalism coupled with our core values of excellence, innovation and care for people, continues to define us.  Today, as the largest privately owned HOA management company in the West, we proudly serve over 300 communities across 9 offices. Our success is fueled by a team of nearly 900 dedicated team members who genuinely love what they do and are dedicated to helping homeowners thrive and love where they live. Action Property Management seeks a Resident Services Manager for our Cottonwood Canyon Hills property in Lake Elsinore. Job Summary The Resident Services Manager is responsible for fostering a positive resident experience by serving as the primary liaison for resident inquiries, concerns, and requests. This position plays a senior role within the onsite resident services team and provides guidance and support to junior staff. The Resident Services Manager ensures consistent delivery of exceptional service, manages complex or escalated issues, and contributes to the development of community engagement initiatives that enhance resident satisfaction and retention. Schedule: Monday to Friday; 8:30 AM to 5:30 PM Compensation: $27 to $29 per hour What You’ll Do (Job Duties)

Serve as a senior point of contact for residents, addressing inquiries, service requests, and escalated concerns with professionalism, diplomacy, and a solutions-oriented approach.

Provide guidance and support to Resident Services Coordinators and Administrative staff, assisting with training and mentoring as needed.

Oversee the intake, tracking, and resolution of resident requests, ensuring timely follow-up and accurate documentation in company systems.

Collaborate with the General Manager and other onsite staff to design and execute resident engagement programs, communications, and events.

Coordinate with building operations, engineering, and security teams to ensure resident needs are met effectively and in alignment with community standards.

Assist in enforcing association policies, rules, and regulations; communicate policy updates clearly and consistently to residents.

Maintain detailed records of resident interactions, resolutions, and recurring concerns to identify trends and recommend process improvements.

Prepare resident relations reports and updates for management and Board meetings as requested.

Partner with the General Manager to develop strategies for improving resident satisfaction, engagement, and retention.

Support new resident orientation and onboarding processes, ensuring a smooth transition into the community.

Handle sensitive and confidential information with discretion and in compliance with company policies.

Perform other duties as assigned.

Who You Are (Skills/Experience)

Bachelor’s degree in business administration, hospitality, real estate, or related field preferred; additional years of relevant experience may be considered in lieu of a degree.

Minimum of 3–5 years of experience in residential property management, hospitality, or a related customer service role.

Prior experience in a supervisory, lead, or senior coordinator capacity strongly preferred.

Strong communication skills (verbal and written) with the ability to manage complex or sensitive conversations.

Excellent interpersonal and conflict resolution skills; ability to remain professional under pressure.

Proficiency with property management software, Microsoft Office Suite, and other resident communication platforms.

Strong organizational skills with attention to detail, accuracy, and follow-through.

Ability to work independently and as part of a team, demonstrating leadership and initiative.

Knowledge of HOA rules, regulations, and governance is desirable.

Must be able to successfully pass a pre-employment background check and drug screening.

Capable of lifting up to 25 pounds as needed.