Resident Experience & Quality Leader

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

Job summary

ArtHaus Partners in Oakland, CA is seeking a Customer Experience & Quality Manager to elevate resident satisfaction across our growing portfolio. You will own the Resident Request Resolution workflow, ensure proper capture, assignment, monitoring, and closure, and oversee the physical resident experience across properties.

You will build standards, templates, and training, partner with regional leaders, and drive continuous improvement through audits, metrics, and corrective actions.

Qualifications

• Five or more years of experience in property management, hospitality, customer experience, quality assurance, operations or a related field.
• Strong understanding of customer-service standards and service recovery.
• Proficiency with property-management, case-management or workflow systems.

Responsibilities

• Design and improve the Resident Request Resolution workflow.
• Ensure requests have ownership, due dates, and proper closure.
• Develop standards for resident communication and service.
• Lead inspections and quality audits across properties.
• Coordinate with regional managers and maintenance leadership.
• Establish scoring and reporting on resident experience and property quality.

Skills

Property management

Hospitality

Customer experience

Quality assurance

Operations

Tools

Yardi

EliseAI

HappyCo

Job description

ArtHaus Partners in Oakland, CA is seeking a Customer Experience & Quality Manager to elevate resident satisfaction across our growing portfolio. You will own the Resident Request Resolution workflow, ensure proper capture, assignment, monitoring, and closure, and oversee the physical resident experience across properties.

You will build standards, templates, and training, partner with regional leaders, and drive continuous improvement through audits, metrics, and corrective actions.