Head of Resident Experience & Quality

ArtHaus Properties; Oakland (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

ArtHaus Properties is seeking a Customer Experience & Quality Manager to orchestrate a consistent, high‑quality resident experience across our portfolio. You will own the Resident Request Resolution process, ensure proper capture and closure of requests, and drive continuous quality improvements in both resident interactions and property conditions.

The role emphasizes defining standards, coaching operating leaders, and delivering measurable improvements in customer service and property quality

Qualifications

• Five or more years of experience in property management, hospitality, customer experience, quality assurance, operations or a related field.

Responsibilities

• Own and continuously improve the Resident Request Resolution workflow.
• Ensure resident requests from all approved channels enter the designated system of record.
• Establish consistent request categories, priority levels, response standards, resolution targets and escalation rules.
• Ensure every request has a named responsible person, required next action and target completion date.
• Monitor open, overdue, unassigned and high‑risk resident requests across the portfolio.
• Confirm that residents receive timely acknowledgment, status updates and resolution communications.
• Establish documentation and evidence requirements for closing resident requests.
• Audit closed requests to confirm that the underlying issue was resolved and communicated appropriately.

Skills

Property management

Customer experience

Quality assurance

Operations

Workflow design

Tools

Yardi

EliseAI

HappyCo

Job description

ArtHaus Properties is seeking a Customer Experience & Quality Manager to orchestrate a consistent, high‑quality resident experience across our portfolio. You will own the Resident Request Resolution process, ensure proper capture and closure of requests, and drive continuous quality improvements in both resident interactions and property conditions.

The role emphasizes defining standards, coaching operating leaders, and delivering measurable improvements in customer service and property quality