Resident Experience & Quality Lead

ArtHaus; Oakland (CA); On-site; USD 100,000 - 140,000; Full time

Job summary

ArtHaus is seeking a Customer Experience & Quality Manager to ensure a high-quality resident experience across the portfolio. You will own the Resident Request Resolution process, ensuring requests are captured, tracked, and closed, while identifying recurring issues and driving improvements.

The role also provides independent quality control over the physical resident experience, including move‑in readiness and common areas, and partners with Regional/Property Managers to maintain high

Qualifications

• Five+ years in property management, hospitality, customer experience, or related operations.
• Proven ability to design and manage service-delivery workflows.
• Strong understanding of customer-service standards and service recovery.
• Ability to analyze operational data and translate findings into corrective action.

Responsibilities

• Own and continuously improve the Resident Request Resolution workflow across the portfolio.
• Ensure all resident requests are entered into the system with owner, action, and target dates.
• Establish consistent categories, priorities, response standards, and escalation rules.
• Monitor open/overdue/unassigned/high-risk requests and ensure timely updates to residents.
• Audit and verify resolution outcomes; return incomplete cases for action as needed.
• Develop quality standards for the physical resident experience and coordinate inspections.

Skills

Customer Experience

Quality Assurance

Process Improvement

Operations Management

Tools

Yardi

EliseAI

HappyCo

Job description

ArtHaus is seeking a Customer Experience & Quality Manager to ensure a high-quality resident experience across the portfolio. You will own the Resident Request Resolution process, ensuring requests are captured, tracked, and closed, while identifying recurring issues and driving improvements.

The role also provides independent quality control over the physical resident experience, including move‑in readiness and common areas, and partners with Regional/Property Managers to maintain high