Director, Resident Experience

SUMMARY

The Director of Resident Experience leads a team of Resident Experience Managers and Communications Specialists responsible for delivering consistent, high-quality lifestyle programming and community communications across communities. This role ensures seamless service during onsite vacancies, drives company-wide best practices, and advances strategic initiatives that elevate resident engagement and satisfaction across the company.

This leader operates at both a strategic and tactical level—coaching team members, standardizing operations, and partnering cross-functionally to ensure best in class lifestyle programming and to create a cohesive and scalable resident experience.

RESPONSIBILITIES

• Partner with Community Operations SVPs and VPs to execute resident experience and lifestyle-related strategic initiatives and priorities, translating strategy into actional programs and tools for communities
• Drive innovation in lifestyle programming, community communications and service delivery
• Establish and implement best practices across event programming and budgeting, calendar planning, fitness and wellness programming, sponsorships and partnerships, clubs and groups programming, and amenity activation
• Lead, coach, and develop a team of Resident Experience Managers and Communications Specialists, building team capability
• Oversee deployment of team members into interim roles to support lifestyle director and communications manager vacancies, developing scalable processes and playbooks for interim coverage
• Build and manage market-based vendor partnerships that enhance community offerings, negotiating programs and discounts that provide value to residents and communities
• Lead, design, and continuously improve onboarding and ongoing training programs for Lifestyle Directors and Communications Managers
• Partner with Business Development to support consulting and new business opportunities for CCMC, including creating activation plans and providing amenity review and best practices

• Partner with Transitions to support community transitions
• Ability to create a strong, professional, and symbiotic relationship with clients
• Must be comfortable with public speaking and engagement.

QUALIFICATIONS AND EXPERIENCE

• 7 years of experience in lifestyle, hospitality, community management, or customer experience
• 3 years of leadership/management experience working with team members, developers and board members
• Experience developing training, onboarding, or talent development programs preferred
• Experience supporting community launches, transitions, and consulting
• Proven ability to operate both strategically and hands-on in a fast-paced environment
• Strong communication, organization, and problem-solving skills
• Experience supporting multiple locations or regions
• Willingness to travel and step into interim onsite roles as needed
• This is not an 8-5, Monday-Friday desk job. Qualified candidates must be able to work onsite at the community and work flexible, full-time hours M-F, with ability to work additional hours on some nights, weekends and holidays.
• Qualified candidates must be self-motivated and able to work effectively with a resident board and committee members, as well as volunteers.
• A Bachelor’s Degree or higher, ideally in recreation, hospitality, community development or related field from an accredited college or university is preferred.

The physical requirements can vary, but generally, they may include:

• Mobility: Ability to walk the grounds long distances in various weather conditions.
• Lifting and Carrying: Occasionally lifting and carrying supplies or equipment up to 25 pounds.
• Extended Sitting or Standing: Capability to sit or stand for extended periods during meetings or events.
• Manual Dexterity: Skills in using technology, including computers and mobile devices.
• Driving: Ability to operate vehicle to perform certain job functions. (Please note: We will request and review an MVR at the time of hire and on a periodic basis thereafter to ensure that employees maintain a satisfactory driving status.)

We are committed to creating an inclusive and accessible work environment. If you require reasonable accommodation in performing the job duties as described in the job description, discuss with your manager.