Manager, Resident Experience (Delinquency & Eviction Specialist)

Delinquency management at a single-family rental platform operates differently than it does at a conventional multifamily property. The portfolio is geographically spread, the resident base is varied, and the compliance requirements shift constantly across jurisdictions. This role sits at the center of all of that.

What This Role Actually Involves

Roofstock is hiring a Manager to lead its Delinquency and Eviction team in Dallas. The team handles the full cycle of delinquency resolution across a large SFR portfolio: monitoring DQ rates, managing Legal Rent Demand Notice programs, overseeing bankruptcy cases, and coordinating HAP and Section 8 delinquency. You'll own the team's delinquency percentage as a KPI and report it directly to owner clients in monthly business reviews, which means you're accountable to the data and to the people whose assets depend on it.

Day to day, you'll supervise a tiered team of Jr. Specialists, Specialists, and HAP Specialists. You'll run 1:1s, set performance targets, handle recruiting when seats open, and build training materials that keep pace with changes in local and state eviction law. You'll also manage relationships with eviction attorneys in multiple markets, which includes onboarding new counsel as the portfolio expands into new geographies.

The cross-functional piece is real. You'll coordinate with property managers, legal, and senior leadership, and you'll work directly with product and engineering teams on workflow automation. Roofstock is a tech-forward company, and this team relies on automated workflows to manage volume. If you've used AI tools or process automation in a collections or eviction context, that carries weight here.

Qualifications Worth Highlighting

• At least two years in property management and two years managing a team
• Hands-on experience with collections, delinquency resolution, or eviction processes
• Comfort with property management software (Yardi, AppFolio, or similar) and reporting tools
• Strong grasp of eviction procedures: filings, writs, and attorney coordination
• Familiarity with Section 8 or HAP programs is a genuine differentiator here
• Experience with workflow automation or AI-assisted team tools is a plus

Where This Role Leads

Managers who build real fluency in delinquency operations at scale tend to move toward Director-level roles in resident relations, asset management operations, or portfolio compliance. The skill set compounds well: you're developing data interpretation habits, regulatory literacy across multiple states, vendor management experience, and the ability to translate operational metrics into client-facing narratives. Those skills transfer directly into senior ops roles, especially as the SFR sector continues to professionalize and institutional investors demand tighter reporting from their management partners.

What separates strong candidates from average ones in this specific role is the ability to hold two things at once: empathy for residents navigating genuine hardship, and accountability to portfolio performance. The best delinquency managers know how to structure a payment plan conversation and still hit their DQ targets. That balance is harder to teach than eviction law.