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About the Role
The General Manager (GM) is the senior leader responsible for financial performance, operational excellence, and resident satisfaction across a portfolio of properties. The GM leads and develops a diverse team of managers, specialists, and maintenance staff while ensuring compliance with company standards and regulatory requirements. With strong financial acumen and operational expertise, the GM manages budgets, monitors property conditions, identifies opportunities for improvement, and drives consistent results. This role requires a results-oriented leader who excels at managing managers, fostering collaboration, and aligning people, processes, and resources to deliver service excellence and achieve strategic goals.
Responsibilities
- Maintain the highest level of customer service for prospects, residents, and all onsite and corporate departments.
- Promote a community-focused atmosphere by actively engaging with residents to continuously seek to improve the resident experience.
- Lead and manage responses to portfolio customer sentiment surveys and external reviews, maintaining and enhancing the portfolio’s online reputation.
- Oversee all aspects of the resident experience—including communication, relocations, leasing, events, service requests, and community upkeep.
- Partner with Maintenance Supervisors and Operations Coordinators to ensure Essex standards are upheld through oversight of purchase order compliance, work orders, unit turns, curb appeal, vendor and inventory management, asset project management, and the resident move-in experience.
- Support new initiatives and project rollouts in partnership with cross-functional teams.
- Ensure compliance with Fair Housing, Landlord-Tenant regulations, OSHA, and company policies.
- Meet budgeted revenue and expense targets, communicating variances to Director, and completing assigned financial reporting.
- Direct the management and delegation of customer relationship management tasks, strategically assigning responsibilities to managers to maximize team efficiency and productivity.
- Lead, mentor, and develop a team, fostering a collaborative and high-performing team environment.
- Oversee and support Community Relations Manager and team during collection process, ensuring delinquency is maintained within company targets.
- Ensure team meets Essex standards while completing all bookkeeping and community management functions during resident lifecycle.
- Provides formal supervision to associates.
- Recommends staff recruitment, selection, promotion, advancement, corrective action, and termination.
- Plans and monitors appropriate staffing levels and utilization of labor, including overtime.
- Prepares and delivers performance appraisals for staff.
- Mentors and coaches team members to further develop competencies.
- Leads by example and models behaviors that are consistent with Essex's values.
- Respond effectively to sensitive issues.
- Write reports, manuals, speeches, and articles using a distinctive style.
- Make effective and persuasive presentations on complex topics to employees, clients and/or public groups.
- Motivate and negotiate effectively with key employees and client groups to take desired action.
- Comprehend, analyze, and interpret documents.
- Solve problems involving several options in situations.
- Set department deadlines.
Requirements
- High school diploma or GED equivalent is required or a bachelor’s degree (BA/BS) from 4-year college or university is preferred.
- 5+ years of community management experience with 2+ years of supervisory experience.
- Work is primarily conducted in an office setting and onsite with physical inspections of turns and asset quality that require a moderate amount of walking, standing and stair use.
- Requires sitting at a desk or workstation for extended periods.
- Involves the use of standard office equipment such as computers, phones, and printers.
- Excellent verbal and written communication and customer service skills.
- Ability to create, compose, and edit written material.
- Must be able to work weekends or after hours on rare occasions if there is a business need or emergency.
- Ability to travel between local collection properties, sometimes to multiple properties within a day.
- Additional travel may also be required for trainings, conventions, court, meetings, or other locations as the job requires.
- Requires intermediate analytical and quantitative skills.
- Decisions made with an in-depth understanding and interpretation of procedures, company policies, and business practices to achieve general results.
- Errors in judgment may cause long-term impacts to co-workers, supervisor, department and/or line of business.
Skills
- Financial acumen
- Operational expertise
- Managing managers
- Fostering collaboration
- Aligning people, processes, and resources
- Service excellence
- Strategic goals
- Customer service
- Communication
- Analytical skills
- Quantitative skills
Location
- Redwood City, California
Work Type
- Regular
- Full-time
- On-site
Experience Level
- 5+ years of community management experience
- 2+ years of supervisory experience
Education Level
- High school diploma or GED equivalent
- Bachelor's degree (BA/BS) preferred
Salary/Compensations
- $115,000.00 - $145,000.00 per year
- Eligible to participate in Essex’s discretionary Annual Bonus program
Benefits
- Competitive salaries
- Experience career growth
- Medical
- Dental
- Vision
- Paid parental leave
- 401k employer match
- Excellence rewards
- Wellness programs
- 12 paid holidays
- 15 PTO days
- Housing discount of 20%
About the Company
- Essex provides great communities in which to live, work and invest.
- We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams.
- Working at Essex is not a destination. It is a journey where you can confidently build your career.