Director of Resident Experience

Billingsley-Company; The Colony (TX); On-site; USD 52,000 - 74,000; Full time

Job summary

The Hudson is seeking a Customer Experience Manager to serve as a community liaison, ensuring resident satisfaction and top-tier service. You will partner with onsite management to elevate online reviews, manage events and space usage, and assist leasing staff to attract new residents.

The role emphasizes resident engagement, policy enforcement, and collaboration with marketing to optimize revenue while maintaining high standards across clubhouses and common areas.

Qualifications

• 2+ years of customer service or management experience in multifamily or hospitality.
• Proficiency with Microsoft Office software.
• RealPage, Onesite, ActiveBuilding, Knock experience a plus.
• College preferred; high school diploma required.
• Strong communication and professional presentation.
• Ability to work weekends.

Responsibilities

• Resolve resident concerns with empathy and aim for one-touch resolution whenever possible.
• Enforce community policies to ensure fairness and a positive resident experience.
• Proactively manage retention and renewals; engage with residents to meet needs.
• Support resident engagement and upkeep of community spaces.
• Document interactions clearly in the CRM and communicate insights to leadership.
• Collaborate with marketing to advertise rentable spaces and amenities.
• Oversee guest suites, inspections, and compliance with standards.

Skills

Customer service

Communication

Time management

Conflict resolution

CRM documentation

Education

High School Diploma

College preferred

Tools

Microsoft Office

RealPage

Onesite

ActiveBuilding

Knock

Job description

The Hudson is seeking a Customer Experience Manager to serve as a community liaison, ensuring resident satisfaction and top-tier service. You will partner with onsite management to elevate online reviews, manage events and space usage, and assist leasing staff to attract new residents.

The role emphasizes resident engagement, policy enforcement, and collaboration with marketing to optimize revenue while maintaining high standards across clubhouses and common areas.