Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-deeded residential assets (SFR) while retaining control and valuable lines of sight into their investments over time. Second Avenue’s proprietary technology and exclusive relationships have allowed it to bring scale to scattered single-family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition, and property management services for its clients.

We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform – www.secondavenue.com

Job Summary

The Director - Resident Experience is responsible for the overall management of the resident Customer Experience (CX) Center and monthly lease renewals efforts, with a significant emphasis on managing inbound and outbound communications with residents. The Director will be responsible for direct oversight and enhancement of scalable systems to streamline central operations functions relating to two essential departments – Customer Experience and Resident Retention/Lease Renewal activity. Integral to this role is the oversight of high-performing teams engaged in customer service response activity and resident lease renewal efforts, ensuring they are equipped with the necessary tools and resources to maintain proactive engagement with residents. Collaboration with Senior Management at Second Avenue will be essential for forecasting growth needs and implementing enhanced processes through technology integration, staff direction, and successful achievement of related KPIs. Additionally, the Director – Resident Experience will play a pivotal role in developing systems and processes to maintain efficiency and consistency in resident communication regarding service issues and lease renewal effort. This position demands a high aptitude for strategic thinking, problem-solving, and fostering a culture of resident satisfaction and high levels of lease renewal percentages on a monthly basis, while prioritizing effective inbound and outbound communication activity.

Duties and Responsibilities

• Manage a group of managers for the central teams of Resident Experience (CX Center) and Lease Renewal department.
• Develop and implement strategies to enhance resident communication and satisfaction across all market portfolios.
• Oversee the development and execution of the function accountable for the renewals of resident leases with ongoing goal of the function to renew all residents at their targeted rental rate increase.
• Partner with the Company’s Revenue Management group to achieve targeted rental rate increases and provide feedback to ongoing activities for renewal management.
• Manage and oversee projects focused on improving resident communication and lease retention.
• Identify opportunities for process optimization, efficiency improvements, and enhancements to customer service responsiveness and effectiveness.
• Collaborate with cross-functional teams to identify and address operational challenges and implement solutions to improve efficiency and effectiveness.
• Monitor resident feedback and concerns, implementing action plans to address any systemic issues and improve overall satisfaction.
• Analyze resident turnover data and trends to identify opportunities for improvement with retention strategies.
• Stay informed with respect to related industry trends and best practices in resident experience and lease retention strategies.
• Drive the adoption of innovative solutions and technology enhancements to streamline operations, improve communication, and enhance the resident renewals processes.
• Manage successful achievement of Key Performance Indicators (KPIs) relating to lease renewal percentages, reduction of turnover %s, and proactive responsiveness and closure of resident issues communicated through the CX Center.
• Manage successful achievement of Key Performance Indicators (KPIs) and related metrics to measure the effectiveness and efficiency of resident onboarding and vendor support operations.
• Analyze performance data, identify trends, and provide actionable insights and recommendations to senior leadership for continuous improvement across all areas of responsibility.
• Ensure compliance with relevant regulations, laws, and industry standards governing resident onboarding processes and vendor management activities.

Education and Experience

• Bachelor’s Degree in Business Administration, Real Estate Management, Project Management or a related field required; Master's degree preferred.
• Minimum of 5 years of experience in residential property management preferred but not required.
• Significant experience in leadership and strategic management roles.
• Prior experience managing a customer service call center or resident retention team is required.
• Experience in setting long-term goals, identifying key initiatives, and allocating resources effectively.
• Experience in crafting and delivering presentations to senior leadership and key stakeholders.
• Experience in leading and managing organizational change initiatives, including process improvements, technology implementations, and structural transformations.
• Proven track record of driving operational excellence, process optimization, and performance improvement initiatives.

Job Competencies

• Ability to develop and execute strategic plans to achieve departmental and organizational objectives.
• Skill in fostering a culture of adaptability and resilience to navigate changes successfully.
• Excellent verbal and written communication skills, with the ability to articulate complex ideas and concepts clearly and persuasively.
• Proven track record of driving successful operational strategies, process optimization, and performance improvement initiatives.
• Strong background with respect to leading a CX Center.
• Property management experience leading resident lease renewal activity preferred but not required.

Benefits

• Medical, Dental and Vision Insurance, Employer Paid Short-Term/Long-Term Disability and Life AD&D Insurance, 401k, PTO, and Paid Holidays.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Second Avenue is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.