Homeowner Relations Manager

Year Round Work, Play, Get Paid, and Enjoy the Perks! Housing: Affordable on-mountain employee housing available for rent. Work Location: 10 Snowshoe Drive, Snowshoe, WV 26209 Start Date: Hiring soon! Pay: $53,000 - $56,000 Salaried position This is a Full Time Year Round Position Schedule: May require working early mornings, weekends, and holidays Employee Perks Free skiing and snowboarding privileges at Alterra resorts + Discounts on Ikon Passes! 401k plan available to any employee over the age of 18 Discounted Friends and Family Lift Ticket Vouchers 30% off Snowshoe food & beverage locations (excludes alcohol), 30% off soft goods like clothes, 15% off hard goods like skis at Snowshoe owned retail locations. Pro Deals from some of the industry's top brands such as North Face, Darn Tough, and many many more! The Homeowner Services Manager oversees the full lifecycle of homeowner relations, field operations, and unit quality management. This role combines direct property inspections with team leadership to ensure homeowner needs are met, service issues are resolved efficiently, and rental-ready standards are consistently upheld. The manager serves as the primary liaison between homeowners, resort departments, and external partners, driving service excellence, operational consistency, and rental program growth. Job Responsibilities Leadership & Team Management Lead the Homeowner Services function, establishing service standards, managing workflows, and ensuring timely completion of inspections, follow-ups, and homeowner requests. Manage the Homeowner Services team, including scheduling, training, timekeeping, goal setting, coaching, and performance oversight. Develop and maintain operational procedures for inspections, reporting, communication protocols, and service-loop closure. Monitor performance through KPIs such as response times, inspection completion rates, homeowner satisfaction, and rental program recruitment/retention. Ensure the team provides timely and accurate communication and responses to homeowner inquiries related to rental management, owner blocks, maintenance, housekeeping, and general operations. Homeowner Relations & Communication Serve as the primary liaison between homeowners, resort departments, vendors, and realtor partners. Collaborate with local realtors to support property sales and highlight the advantages of the Snowshoe rental program. Build strong relationships with homeowners by gathering feedback and tailoring service approaches to individual needs. Facilitate clear, proactive communication between homeowners and resort teams to ensure timely and effective issue resolution. Plan and execute all homeowner events, including BEO creation and coordination with the events team. Manage homeowner data, documentation, and compliance (e.g., rental contracts, Sheer ID, Owner Relations Portal). Property Inspections & Unit Quality Conduct frequent site visits to homeowner properties to identify maintenance, housekeeping, safety, and overall quality issues. Oversee the annual inspection process, ensuring findings are documented and actionable for homeowners and the maintenance team. Ensure timely follow-up and resolution of all homeowner-reported issues, coordinating maintenance and confirming completion. Perform random QA inspections prior to owner arrivals to ensure units meet quality and rental-ready standards. Maintain oversight of pillow counts, unit amenities, inventory standards, and historical revenue data used for program optimization. Cross-Department & Vendor Coordination Coordinate efforts with maintenance, housekeeping, owner accounting, and rental operations to support seamless service delivery. Oversee vendor relationships tied to bulk buy programs, unit upgrades, and service contracts. Manage the damage claim process in accordance with established SOPs, including documentation and follow-through. Rental Program Growth & Support Support and lead initiatives to grow the rental management program, including unit recruitment, upgrade facilitation, and realtor partnerships. Promote the Snowshoe Vacation Rentals program and articulate benefits to prospective homeowners. Participate in evaluating units for eligibility within the rental program in partnership with the maintenance team. Oversee bulk buy upgrade opportunities to improve unit quality and rental performance. Reporting & Financial Management Provide regular reporting to leadership on homeowner trends, unit quality, operational performance, and program needs. Develop, implement, and manage budgets, staying within parameters and identifying opportunities for financial growth or savings. Education College Degree or equivalent experience preferred. 4-5 years in Customer Relations or Customer Service leadership role preferred. Preferred Experience Highly proficient in leadership and communication skills. Ability to manage multiple priorities across field and office environments. High attention to detail and commitment to service excellence. Proficient in computer skills including but not limited to Microsoft office suite. All Information above is subject to change at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. Snowshoe is an equal opportunity employer. #J-18808-Ljbffr Snowshoe Mountain