Resident Experience & Services Director

Onni Group; Phoenix, Northern (AZ, KY); Hybrid; USD 90,000 - 160,000; Full time

Job summary

Onni is seeking a Director of Resident Services to lead customer service across the residential community in Phoenix. You will shape strategies to boost resident satisfaction and retention, oversee leasing operations and renewals, and coach the team to deliver outstanding service.

This leadership role requires strong communication, problem-solving, and a passion for creating exceptional resident experiences. Collaborative work with marketing, maintenance, and vendors is essential.

Qualifications

• Proven experience in customer service management, preferably in residential or hospitality environments.
• Strong leadership and managerial skills with the ability to motivate a team.
• Excellent interpersonal and written/verbal communication skills.
• Proficiency with CRM systems and related software.

Responsibilities

• Develop and implement comprehensive customer service strategies to enhance resident satisfaction and retention.
• Oversee day-to-day leasing team operations and lease renewal lifecycle.
• Train, mentor, and motivate the resident services team to provide outstanding support.
• Handle escalated issues and drive prompt, effective resolutions.
• Collaborate with marketing to plan resident events and community engagement.
• Monitor feedback and drive initiatives for continuous improvement.
• Ensure upkeep of communal areas and amenity spaces to be inviting.
• Foster a positive, collaborative work environment and provide clear guidance to the team.

Skills

Customer service management

Leadership

Interpersonal communication

CRM proficiency

Tools

CRM systems

Job description

Onni is seeking a Director of Resident Services to lead customer service across the residential community in Phoenix. You will shape strategies to boost resident satisfaction and retention, oversee leasing operations and renewals, and coach the team to deliver outstanding service.

This leadership role requires strong communication, problem-solving, and a passion for creating exceptional resident experiences. Collaborative work with marketing, maintenance, and vendors is essential.