Resident Experience Associate

Resident Experience Associate

Location:  New York, NY (Financial District)
Company: Rose Associates

Position Summary

Rose Associates is seeking a service-oriented, highly organized Resident Experience Associate to support the daily resident experience at a residential community in Manhattan’s Financial District.

This role combines resident communication, move coordination, community programming, and administrative follow-through. The Associate works closely with the General Manager, Assistant Community Manager, maintenance team, concierge team, and third-party leasing team to make sure residents receive timely information and that requests and action items are followed through. This is an onsite office role.

Responsibilities

Resident Programs and Community Engagement

- Help develop and maintain an annual calendar of resident events, programs, and seasonal initiatives.
- Coordinate event logistics, vendors, supplies, setup, resident communications, approved budgets, and post-event follow-up.
- Build relationships with local businesses and community partners to support resident and employee programs.
- Gather resident feedback and track participation, event expenses, and other measures to help improve future programming.
- Coordinate amenity-related communications and approved reservations in accordance with building procedures.

Resident Communication and Follow-Through

- Monitor the community’s shared email, BuildingLink messages, phone inquiries, and other resident communication channels.
- Respond to routine questions promptly and professionally using approved information; direct questions requiring management decisions to the appropriate team member.
- Draft and distribute resident notices, announcements, event invitations, and updates about building operations, amenities, maintenance, and move procedures.
- Log and track resident inquiries and open follow-up items, coordinate with the appropriate team, and close the loop with residents.
- Receive resident concerns with care, document relevant details, and escalate urgent, sensitive, safety-related, legal, or accommodation matters to management.
- Coordinate with the concierge team on resident follow-up involving packages, access, or other front-desk matters.

Move-In, Move-Out, and Transfer Coordination

- Coordinate resident move schedules, elevator reservations, loading-dock access, and move-related instructions.
- Send move-in and move-out checklists, confirm completion of required steps with management, and answer logistical questions.
- Coordinate resident orientations and introduce new residents to building procedures, amenities, and community services.
- Communicate upcoming moves and transfers to the appropriate onsite teams and third-party leasing contacts.
- Track move-related follow-up, including keys and fobs, and route account or lease questions to management.

Administrative and Team Support

- Maintain accurate resident communication logs, move schedules, event records, trackers, templates, and other shared information.
- Support routine resident administration, including approved reminders, document follow-up, and tracking for renewals, transfers, and other deadlines.
- Coordinate with the General Manager and Assistant Community Manager on priorities and provide administrative support as needed.
- Help keep the office organized and provide backup support for resident-facing office tasks.
- Perform other related duties as assigned.

Qualifications

- Experience in resident services, hospitality, event planning, property management, or a related customer-facing role.
- Strong written and verbal communication skills, sound judgment, and a professional, welcoming manner.
- Excellent organization and follow-through, with the ability to manage multiple requests and deadlines.
- Ability to handle resident information with discretion and maintain confidentiality.
- Comfortable using email, Microsoft Office, and resident or property management systems; Yardi, On-Site, and BuildingLink experience is a plus.
- Able to coordinate with residents, vendors, and multiple onsite teams.
- Available to support occasional evening or weekend events as needed.

What Success Looks Like

- Residents receive timely, clear communication and know who is following up on their requests.
- Move-ins, move-outs, and transfers are organized and communicated to the appropriate teams.
- Resident programs are well-coordinated, within approved budgets, and responsive to community interests.
- Open items are accurately tracked and brought to resolution or escalated promptly.