Director of Resident Experience & Services

Onni Group of Companies; Phoenix (AZ); On-site; USD 110,000 - 150,000; Full time

Job summary

Onni is seeking a Director of Resident Services in Phoenix to lead all customer-service efforts within our residential communities. You will shape strategies to maximize resident satisfaction, oversee leasing operations, renewals, and a high-performing team focused on exceptional service.

You'll partner with marketing and maintenance to ensure engaging events, strong online reputation, and a welcoming, well-maintained environment for residents.

Qualifications

• Proven experience in customer service management in residential or hospitality settings.
• Strong leadership and ability to motivate a team.
• Excellent interpersonal and written communication skills.
• Proactive problem-solving and customer-focused mindset.
• Experience with CRM systems and service software.
• Knowledge of fair housing regulations is desirable.

Responsibilities

• Develop and implement customer service strategies to enhance resident satisfaction and retention.
• Oversee leasing team operations and lease renewal lifecycle.
• Train, mentor, and motivate the resident services team.
• Handle escalated resident issues and complaints with prompt resolution.
• Plan and oversee resident events and community engagement.
• Collaborate with marketing to create event concepts.
• Monitor resident feedback and conduct surveys to identify improvement areas.
• Coordinate with maintenance to keep the property well-maintained.
• Manage online reputation and respond to reviews.
• Negotiate contracts with vendors and service providers.

Skills

Leadership

Customer service management

Interpersonal skills

CRM proficiency

Vendor management

Tools

CRM systems

Vendor management tools

Job description

Onni is seeking a Director of Resident Services in Phoenix to lead all customer-service efforts within our residential communities. You will shape strategies to maximize resident satisfaction, oversee leasing operations, renewals, and a high-performing team focused on exceptional service.

You'll partner with marketing and maintenance to ensure engaging events, strong online reputation, and a welcoming, well-maintained environment for residents.