VP of Guest Experience

Title: VP of Guest Experience

Responsibilities

• Lead and manage the resident experience team, including call center operations and resident relations staff
• Oversee strategy and execution for service delivery across all resident touchpoints, ensuring issues are resolved effectively and consistently
• Partner with senior leadership to build multi-year strategic plans focused on operational innovation, efficiency, and satisfaction metrics (e.g., NPS)
• Drive continuous process improvement through SOP development, team training, and cross-functional collaboration
• Serve as a senior escalation point for sensitive or high-impact resident issues; manage communication with residents professionally and diplomatically
• Monitor team performance, establish KPIs, and foster a collaborative environment focused on excellence and accountability
• Align initiatives with corporate values and cultural principles to foster a positive and inclusive community for both residents and staff
• Partner with lifestyle services leadership to support event planning, concierge service execution, and resident programming

Qualifications

• 10+ years in a senior leadership role within property management, hospitality, campus operations, or a related field
• Proven track record managing teams with layered management structures (minimum of 5 direct reports with broader team oversight)
• Experience overseeing large-scale call centers or service delivery teams focused on resident, customer, or client experience
• Strong project management and change management skills; able to lead people, process, and technology transformation
• Excellent verbal and written communication skills; able to handle executive-level updates and resident-facing issues
• High EQ, collaborative mindset, and a commitment to service excellence
• Prior experience in multi-family, real estate, or community-focused operations is strongly preferred