Resident Experience Manager (Hospitality)

TL;DR

Resident Experience Manager (Hospitality): Leading the Resident Experience team to ensure high hospitality standards and seamless resident journeys throughout the lifecycle with an accent on team leadership, proactive communication, and service recovery. Focus on coaching associates, auditing communication quality, and optimizing arrival and departure processes.

Location: On-site in Washington, DC

Company

hirify.global provides a hospitality-driven residential experience across its managed communities.

What you will do

• Lead and coach the Resident Experience team to ensure exceptional hospitality and service consistency.
• Manage the end-to-end resident lifecycle, focusing on seamless arrival and departure experiences.
• Monitor and audit resident communications across platforms to maintain professional standards and response times.
• Collaborate with Housing Operations, Housekeeping, and Maintenance to resolve operational issues.
• Oversee scheduling, hiring, onboarding, and performance management for the team.
• Track and improve department KPIs and resident satisfaction metrics.

Requirements

• 3+ years of experience in customer service within hospitality, multifamily housing, or property management.
• 2+ years of experience leading and developing front-line teams.
• Valid driver's license required for daily travel between properties in the Washington metro area.
• Proven ability to resolve complex customer concerns with empathy and professionalism.
• Excellent written and verbal communication skills for managing various messaging platforms.
• Ability to work a flexible schedule, including early mornings, late evenings (up to 12 AM), weekends, and holidays.

Culture & Benefits

• Company stock options and 401k with 4% employer match.
• Medical, Vision, and Dental insurance options including HSA/FSA.
• Generous PTO policy (20-25 days) and up to 8 floating holidays per year.
• Monthly cell phone reimbursement and health & wellness stipend.
• Access to a Management Training Program and paid parental leave.
• Employee discounts at select hirify.global properties across the US.