Community Experience Manager

Birge & Held; McCordsville (IN); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

PTO 18 days

Volunteer PTO

Parental leave

Bonuses

Employee discounts

Wellness program

Job summary

Birge & Held seeks a Customer Experience Manager to lead the resident journey and elevate service levels across communities. You will supervise on-site teams, resolve resident concerns, and partner with Operations to optimize leasing performance and renewals.

The role emphasizes a data-driven approach, KPI achievement, and collaboration with Central Property Operations to ensure seamless service delivery and exceptional resident experiences across McCordsville properties.

Qualifications

• Minimum of three (3) years of experience in customer service leadership, property management, assistant management, or a hospitality-related role with direct reports.
• Experience coordinating resident services and lease-related processes is a plus.
• Ability to implement process improvements and monitor KPIs.

Responsibilities

• Lead and model a resident-first culture to deliver exceptional experiences for prospects and residents.
• Oversee resident interactions, resolve concerns, and support leasing performance.
• Collaborate with Central Property Operations on screenings, renewals, billbacks, and AR activities.
• Supervise data in property management software and coordinate daily operations.
• Prepare and present reports on resident satisfaction and leasing KPIs.

Skills

Customer service leadership

People management

Communication

CRM tools

Property management software

Education

High school diploma or GED

Tools

Onesite / Yardi

Job description

Birge & Held seeks a Customer Experience Manager to lead the resident journey and elevate service levels across communities. You will supervise on-site teams, resolve resident concerns, and partner with Operations to optimize leasing performance and renewals.

The role emphasizes a data-driven approach, KPI achievement, and collaboration with Central Property Operations to ensure seamless service delivery and exceptional resident experiences across McCordsville properties.