Member Experience Director — Multi‑Market CX Leader

Confidential; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Confidential is seeking a Senior Manager of Member Experience to own every member touchpoint from onboarding to lease end across NYC and a second market. You will lead a small team, define SLA standards, and drive AI-driven CX improvements while partnering with Sales, Marketing, and Revenue.

You will build scalable processes, expand coverage, and maintain SOPs, reporting to the CEO on key metrics monthly. This is a remote leadership role with national scope.

Qualifications

• 5+ years in member services, member experience, or tenant relations.
• Experience managing a small team and upholding performance standards.
• Excellent written communication.
• Proficiency with Zoho Desk, Intercom, or similar helpdesk/CRM tools.
• Process-builder mentality focused on documentation.
• Interest in AI tools for customer operations; AI-assisted CX experience a plus.
• Calm under pressure; de-escalation of tense member situations.
• Self-directed with the ability to manage a remote market.

Responsibilities

• Own onboarding, move-in coordination, and day-to-day member support in both markets.
• Set SLA targets for ticket response and resolution; ensure quality.
• Handle escalations requiring senior judgment and feed learnings to leadership.
• Build and maintain a member-facing knowledge base to reduce volume.
• Lead end-to-end lease-end processes: renewals, transfers, move-outs.
• Manage a team of Member Experience Support and Coordinators; schedule coverage.
• Oversee AI tool rollout, track performance, and iterate for impact.
• Provide monthly member experience reporting to the CEO with CSAT trends.

Skills

Team leadership

Written communication

Process design

AI tools interest

Remote work management

De-escalation

Self-direction

Customer operations

Tools

Zoho Desk

Intercom

Job description

Confidential is seeking a Senior Manager of Member Experience to own every member touchpoint from onboarding to lease end across NYC and a second market. You will lead a small team, define SLA standards, and drive AI-driven CX improvements while partnering with Sales, Marketing, and Revenue.

You will build scalable processes, expand coverage, and maintain SOPs, reporting to the CEO on key metrics monthly. This is a remote leadership role with national scope.