Manager, Resident Experience (Delinquency & Eviction Specialist)

What we do and why we do it

As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to make real estate investing radically accessible, cost effective, and simple. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.

How it’s going (and growing)

With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of Stessa (financial and asset management software), RentPrep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in Casago (short-term rental management services), expanding our platform to support both long-term and short-term rental investment services.

About the Role

The Manager for the Delinquency and Eviction Team will oversee a team of Jr. Delinquency/Eviction Specialists and Delinquency & Eviction Specialists, ensuring the effective management of delinquent accounts and eviction processes. The Manager will provide leadership, develop strategies to minimize delinquencies and ensure compliance with all applicable laws and regulations. This role is critical in maintaining financial stability and fostering positive relationships with residents across the portfolio.

Responsibilities

- Team Leadership and Management:

- Supervise, mentor, and develop a team of Delinquency & Eviction Specialists, Jr. Specialists, and HAP Specialists.

- Set performance objectives, conduct regular 1:1’s, and provide ongoing coaching and feedback.

- Oversee the onboarding and offboarding of new team members to ensure a smooth transition and integration into the team.

- Recruit and hire to fill open positions on the team.

- Foster a culture of excellence, accountability, and collaboration within the team.

- Create and implement effective training programs and supporting process documents to support changes in local and state laws.

- Delinquency and Eviction Oversight:

- Monitor and analyze delinquency rates across the portfolio, developing and implementing strategies to minimize late payments and non-payment issues.

- Oversee the initiation and management of eviction processes, ensuring compliance with local, state, and federal regulations.

- Ensure accurate documentation and record-keeping of all delinquency and eviction activities.

- Own portfolio delinquency (DQ %).

- Oversee the Legal Rent Demand Notice (LRDN) program, bankruptcy cases, and HAP/Section 8 delinquency.

- Cross-Functional Collaboration:

- Work closely with property managers, legal teams, and other stakeholders to efficiently handle delinquency and eviction cases.

- Coordinate with the senior leadership team to align team goals with company objectives.

- Manage relationships with eviction attorneys and vendors, including performance and escalations.

- Process Improvement and Compliance:

- Identify areas for process improvement and implement strategies to enhance the efficiency and effectiveness of delinquency management and eviction processes.

- Own the workflows and automation the team relies on, partnering with product and engineering on changes.

- Ensure all team members are up-to-date with relevant laws, regulations, and company policies related to property management and eviction.

- Reporting and Analysis:

- Prepare and present reports on delinquency and eviction metrics, trends, and forecasts to senior management.

- Present DQ results and commentary to owner clients in monthly business reviews.

- Utilize data to drive decision-making and optimize team performance.

- Customer Relations and Conflict Resolution:

- Oversee communication strategies with residents