Evergreen Residential
PM - Manager, Retention New Dallas, TX
Evergreen Residential, Dallas, Texas, United States, 75215
Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent (“BTR”) sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world’s largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously.
We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts.
If you are self-motivated and mission driven with a ‘can do’ mindset and see solutions where others may see problems, come and grow with us!
With a rapidly scaling property portfolio we are seeking to add an experienced Property management professional to our team to manage the Retention team & process. The manager will supervise and coach Retention Specialists, drive process improvements, oversee reporting and compliance, and collaborate closely with Leasing, Property Management, and Compliance teams. Responsibilities include managing the full lease renewal lifecycle, addressing resident concerns, ensuring accurate documentation, and developing strategies to reduce resident turnover.
This is an office-based position based in Dallas, TX.
The Role This position includes, but is not limited to, the following responsibilities:
Supervise and guide Retention Specialists in all aspects of the renewal process.
Conduct regular team meetings to share updates, best practices, and process improvements
Assign, prioritize, and monitor workloads to ensure timely completion of applications.
Provide ongoing coaching, training, and performance feedback to team members.
Provide leadership with actionable recommendations to improve retention processes and ensure KPIs are consistently met or exceeded
Process Management
Ensure effective communication to all eligible residents with upcoming expirations
Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease charges for accuracy and regularly report on progress and/or issues identified
Ensure generation of weekly reports: renewal status, resident feedback, and retention rates
Review all Month-to-Month residents to confirm they are being charged necessary fees
Work with Maintenance and/or field crew to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed
Review price/term negotiations with Revenue Management for their approval
Verify residents are compliant with current renter’s insurance, utility, city code, and Evergreen policy requirements
Audit all completed renewals for accuracy
Manage room‑mate promotions details/process and amend lease as needed
Manage property transfer requests, collaborating with field teams to ensure current property inspections are completed and that residents meet all necessary criteria
Work to reduce resident turnover by communicating effectively and in a timely manner, and identifying creative resolutions to help ensure residents are provided with the highest level of service
Manage the NTV process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure the move out process is scheduled accordingly
Oversee the entire lease renewal process from initiation to execution across all markets
Handle resident concerns and escalations related to lease renewals in a timely, professional manner
Maintain quality control and consistency in CRM documentation
Communication & Culture
Be polite, professional, and courteous in all interactions both internal and external, and respond to all correspondence with urgency
Troubleshoot customer inquiries and work towards one‑step resolution
Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service
Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees
Provide local comps to residents when needed to educate them on current market value of their home
Be a collaborative partner and team member, assisting as needed with projects & processes
Other Duties
as assigned by leadership.
Qualifications and Experience
Bachelor’s degree business, accounting, or a related field (preferred)
5+ years of relevant Property Management experience, with min. 2 years of team supervision or management experience
Proven leadership experience in property management, leasing, and housing program administration.
Strong knowledge of Housing Choice Voucher (HCV) processes and application workflows.
Ability to manage multiple priorities in a fast‑paced environment.
Proficiency in CRM systems and Microsoft Office Suite.
Strong attention to detail and financial accuracy
Ability to manage sensitive resident interactions with professionalism and empathy
Excellent communication skills, both verbal and written
Results‑oriented, with a focus on improving recovery rates and reducing disputes
Process‑driven and highly organized – can effectively manage multiple priorities in a fast‑paced environment
Analytical thinking and problem‑solving skills - able to think outside the box
Able to efficiently manage large volumes of transactional data
Adaptability in a highly dynamic working environment, demonstrating a strong work ethic.
Please do not rely on compensation estimates for our jobs that are posted on sites other than our direct website as these may misleading.
Founded in 2021, Evergreen Residential is a full‑service SFR platform leveraging proven operational practices and the latest technological advances to optimize investor returns and achieve positive outcomes for our residents and the communities in which we operate. We offer a full suite of services, including Investment Management, Asset Origination, and Advisory Services. The firm is headquartered in Dallas with offices in New York City.
The leadership team has extensive experience dating back to the early institutionalization of SFR and unrivaled depth of experience in the complete asset life cycle. We are built to withstand changing market conditions, and our business produces resilient, predictable cash flows and margins. We are committed to charting new paths and using data to achieve best‑in‑class results. Our business is evergreen.
Beyond financial returns, the Company is committed to measurable impact objectives. We believe that inclusive and equitable management, environmentally sustainable long‑term strategies, and resident‑focused policies are good business - for our residents, our investors, and our team. We are committed to using environmentally sustainable practices and empowering our residents to improve their financial health.
Our cornerstone values - Accountability, Transparency and Partnership - are built on a foundation of Integrity and provide the roadmap for our daily actions, interactions and decisions.
Equal Opportunities and Other Employment Statements We are deeply committed to building a workplace and community where inclusion is not only valued but prioritized. We take pride in being an equal opportunity employer and seek to create a welcoming environment based on mutual respect, and to recruit, develop and retain the most talented people from a diverse candidate pool. All employment decisions shall be made without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other basis as protected by federal, state, or local law.
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We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts.
If you are self-motivated and mission driven with a ‘can do’ mindset and see solutions where others may see problems, come and grow with us!
With a rapidly scaling property portfolio we are seeking to add an experienced Property management professional to our team to manage the Retention team & process. The manager will supervise and coach Retention Specialists, drive process improvements, oversee reporting and compliance, and collaborate closely with Leasing, Property Management, and Compliance teams. Responsibilities include managing the full lease renewal lifecycle, addressing resident concerns, ensuring accurate documentation, and developing strategies to reduce resident turnover.
This is an office-based position based in Dallas, TX.
The Role This position includes, but is not limited to, the following responsibilities:
Supervise and guide Retention Specialists in all aspects of the renewal process.
Conduct regular team meetings to share updates, best practices, and process improvements
Assign, prioritize, and monitor workloads to ensure timely completion of applications.
Provide ongoing coaching, training, and performance feedback to team members.
Provide leadership with actionable recommendations to improve retention processes and ensure KPIs are consistently met or exceeded
Process Management
Ensure effective communication to all eligible residents with upcoming expirations
Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease charges for accuracy and regularly report on progress and/or issues identified
Ensure generation of weekly reports: renewal status, resident feedback, and retention rates
Review all Month-to-Month residents to confirm they are being charged necessary fees
Work with Maintenance and/or field crew to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed
Review price/term negotiations with Revenue Management for their approval
Verify residents are compliant with current renter’s insurance, utility, city code, and Evergreen policy requirements
Audit all completed renewals for accuracy
Manage room‑mate promotions details/process and amend lease as needed
Manage property transfer requests, collaborating with field teams to ensure current property inspections are completed and that residents meet all necessary criteria
Work to reduce resident turnover by communicating effectively and in a timely manner, and identifying creative resolutions to help ensure residents are provided with the highest level of service
Manage the NTV process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure the move out process is scheduled accordingly
Oversee the entire lease renewal process from initiation to execution across all markets
Handle resident concerns and escalations related to lease renewals in a timely, professional manner
Maintain quality control and consistency in CRM documentation
Communication & Culture
Be polite, professional, and courteous in all interactions both internal and external, and respond to all correspondence with urgency
Troubleshoot customer inquiries and work towards one‑step resolution
Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service
Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees
Provide local comps to residents when needed to educate them on current market value of their home
Be a collaborative partner and team member, assisting as needed with projects & processes
Other Duties
as assigned by leadership.
Qualifications and Experience
Bachelor’s degree business, accounting, or a related field (preferred)
5+ years of relevant Property Management experience, with min. 2 years of team supervision or management experience
Proven leadership experience in property management, leasing, and housing program administration.
Strong knowledge of Housing Choice Voucher (HCV) processes and application workflows.
Ability to manage multiple priorities in a fast‑paced environment.
Proficiency in CRM systems and Microsoft Office Suite.
Strong attention to detail and financial accuracy
Ability to manage sensitive resident interactions with professionalism and empathy
Excellent communication skills, both verbal and written
Results‑oriented, with a focus on improving recovery rates and reducing disputes
Process‑driven and highly organized – can effectively manage multiple priorities in a fast‑paced environment
Analytical thinking and problem‑solving skills - able to think outside the box
Able to efficiently manage large volumes of transactional data
Adaptability in a highly dynamic working environment, demonstrating a strong work ethic.
Please do not rely on compensation estimates for our jobs that are posted on sites other than our direct website as these may misleading.
Founded in 2021, Evergreen Residential is a full‑service SFR platform leveraging proven operational practices and the latest technological advances to optimize investor returns and achieve positive outcomes for our residents and the communities in which we operate. We offer a full suite of services, including Investment Management, Asset Origination, and Advisory Services. The firm is headquartered in Dallas with offices in New York City.
The leadership team has extensive experience dating back to the early institutionalization of SFR and unrivaled depth of experience in the complete asset life cycle. We are built to withstand changing market conditions, and our business produces resilient, predictable cash flows and margins. We are committed to charting new paths and using data to achieve best‑in‑class results. Our business is evergreen.
Beyond financial returns, the Company is committed to measurable impact objectives. We believe that inclusive and equitable management, environmentally sustainable long‑term strategies, and resident‑focused policies are good business - for our residents, our investors, and our team. We are committed to using environmentally sustainable practices and empowering our residents to improve their financial health.
Our cornerstone values - Accountability, Transparency and Partnership - are built on a foundation of Integrity and provide the roadmap for our daily actions, interactions and decisions.
Equal Opportunities and Other Employment Statements We are deeply committed to building a workplace and community where inclusion is not only valued but prioritized. We take pride in being an equal opportunity employer and seek to create a welcoming environment based on mutual respect, and to recruit, develop and retain the most talented people from a diverse candidate pool. All employment decisions shall be made without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other basis as protected by federal, state, or local law.
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