Job Description

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team. 
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership. 

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth. 

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

Position Summary:

The Assistant Director Resident Services (ADRS) provides daily leadership to a team of property management individuals who are involved in supporting many aspects of field-level operations, included but not limited to resident inquires, HOA violations, rent collections, reputation management, and providing outstanding customer service to residents. The ADRS will coach and train team members with difficult or new situations. This position is responsible for weekly and monthly reporting, communications with residents, and framing an excellent customer journey to encourage/ensure customer retention. This position supports the Portfolio Operations Director (POD) in all aspects of field-level property management, included but not limited to marketing, showings, application gathering and review, rent collections, resident inquires, profit and loss (P&L), reporting, and general management of the resident experience and provides direction in absence of the POD to the market team.

Essential Functions:

  • Oversee operations and management of staff across customer relations, renter’s insurance, early terminations, HOA Violations, transfers, utilities, and general property management

  • Lead team in maintaining a high degree of customer service and competency level in all resident interactions, whether over the phone or email, through formal written communication or in person

  • Drive optimal results on Google, social media, and resident surveys/feedback and ensure market is focused on enhancing the resident experience

  • Liaises daily with market team members on resident escalations and ensures team documents resident follow-up in systems to ensure transparency across departments and functions

  • Maintains intimate awareness of market/industry conditions and trends

  • Establish environment that promotes teamwork and cohesion with Sales, Operations, Service, and construction teams in order to drive P&L performance

  • Recruit, hire, and train qualified, dynamic, high performance property management teams

  • Enforce policies to enable assigned portfolio to function according to quality standards and operating objectives

  • Understand and possess the ability to train team on fiduciary duty. Lead team to always make decisions based on the best interests of the business

  • Ensure that the policies, procedures, and safety guidelines are followed

  • Analyze processes and procedures to ensure optimum efficiency and staffing levels

  • Be knowledgeable of provisions in standard lease documents and maintain a working knowledge of resident rules and regulations

  • Ensure HOA violations and customer case tasks are responded to in a timely manner

  • Research and process credit requests as needed

  • Carry out other duties as assigned that are in the best interests of the company

  • Heps with daily operations and market leadership in absence of the POD

  • Human Resource Management

    • Supervises staff, sets goals, and holds people accountable for results and provides timely feedback

    • Ensure that all training requirements are completed on time

    • Ensures that employees all have goals and receive regular feedback on their performance

    • Performance management of personnel including, performance reviews, corrective action, mentoring, development plans and performance improvement plans

    • Ensure that the policies, procedures, and safety guidelines are followed


  • Bachelor’s Degree in Business or 5+ years of progressive property management work experience

  • High School Diploma or equivalent

  • 5+ year of previous property management experience in either the single family or multi-family rental industry

  • 3+ years of supervisory experience

  • Real Estate license preferred

  • Must have a valid Driver’s License

  • Ability to build and maintain positive relationships internally and externally

  • Possesses strong organizational skills and is detail oriented

  • Ability to thrive in a dynamic, fast-changing, growth environment

  • Fosters teamwork and mutual respect throughout the company

  • Interacts productively in person and through technology with co-workers, team members

  • Excellent oral and written communication skills

  • Computer literacy, ability to comfortably navigate new technology and competency in MS Office suite a must

  • Previous use of Yardi Voyager and Salesforce a plus

  • Competencies:

    • Developing Direct Reports & Others

    • Decision Quality

    • Motivating Others

    • Hiring and Staffing

    • Developing Effective Teams

    • Customer Focus

    • Problem Solving

    • Strategic Agility

  • Physical Demands:

    • Sitting for extended periods of time using office equipment and computers

    • Moderate stooping, kneeling, crouching, reaching, standing

    • May entail light lifting of supplies and materials occasionally, up to and including 25lbs

    • Ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate

    • Walking for extended periods of time

    • Sustains substantially recurring movements to fingers, hands, wrist, legs and feet

    • Ability to judge distances and spatial relationships

    • Ability to identify and distinguish color

    • Ability to distinguish the differences and similarities in odors

What you can expect from us:

Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

  • In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection. 

  • We offer competitive compensation, including a performance-based bonus.

  • Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v. 

Privacy Policy

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online