Resident Experience & Quality Lead

Arthaus-Management; Oakland (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

ArtHaus Properties is seeking a Customer Experience & Quality Manager to design and oversee the resident‑request workflow and ensure high standards across our growing portfolio. You will own the Resident Request Resolution process and provide independent quality control of the on‑site experience.

Collaborating with Regional and Property Managers, you will implement QA programs, standards and templates, monitor performance, and drive continuous improvements in service quality and resident

Qualifications

• Five or more years of experience in property management, hospitality, customer experience, quality assurance, operations or a related field.
• Demonstrated experience designing or managing service-delivery workflows.
• Strong understanding of customer-service standards and service recovery.
• Ability to analyze operational data and translate findings into corrective action.
• Strong written and verbal communication skills.
• Ability to challenge incomplete work constructively and professionally.
• Strong judgment when prioritizing urgent, sensitive or high-risk resident matters.
• Experience conducting inspections, quality audits or operational reviews.
• Ability to influence employees and leaders without relying solely on direct reporting authority.
• High attention to detail without losing sight of the overall resident outcome.
• Proficiency with property-management, case-management or workflow systems.
• Multifamily property-management experience is strongly preferred.

Responsibilities

• Own and continuously improve the companywide 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.
• Return incomplete or improperly closed requests for additional action.
• Escalate unresolved or repeatedly delayed matters to the appropriate Regional Manager and, when necessary, the President.
• Identify recurring complaints, process breakdowns and systemic service issues.

Skills

Customer Experience

Quality Assurance

Operations

Workflow design

Data analysis

Tools

Yardi

EliseAI

HappyCo

Job description

ArtHaus Properties is seeking a Customer Experience & Quality Manager to design and oversee the resident‑request workflow and ensure high standards across our growing portfolio. You will own the Resident Request Resolution process and provide independent quality control of the on‑site experience.

Collaborating with Regional and Property Managers, you will implement QA programs, standards and templates, monitor performance, and drive continuous improvements in service quality and resident