Customer Experience & Quality Manager

Customer Experience & Quality Manager

ArtHaus Properties is seeking a Customer Experience & Quality Manager to create a consistent, high-quality resident experience across our portfolio.

This role owns the design, visibility, quality control and continuous improvement of the company's Resident Request Resolution process. The manager ensures that every resident request is captured, assigned, monitored, communicated and properly closedand that recurring failures are identified and corrected.

The role also provides independent quality control over the physical resident experience, including property appearance, common-area conditions, move-in readiness and other points where residents interact with an ArtHaus property.

Regional Managers and Property Managers remain accountable for resolving resident issues and delivering property-level results. The Customer Experience & Quality Manager owns the integrity and effectiveness of the process used to produce those results.

The Customer Experience & Quality Manager has authority to:

• Require every resident request to have a clear owner, next action and deadline.
• Escalate requests that exceed established standards.
• Audit resident communications and completed work.
• Return requests that were closed without sufficient evidence or resident communication.
• Require corrective-action plans for repeated process or quality failures.
• Establish companywide customer-experience and process-quality standards.
• Recommend changes to workflows, systems and training.

The position does not replace the operating accountability of Regional Managers or Property Managers.

• Regional Managers remain accountable for resident and property outcomes.
• Property Managers remain responsible for coordinating individual request resolution.
• Maintenance leadership remains accountable for technical execution.
• Other functional departments remain accountable for completing work assigned to them.
• Employee discipline and performance management remain with the employee's direct supervisor.

The Customer Experience & Quality Manager will work closely with:

• President
• Regional Managers
• Property Managers
• Director of Maintenance
• Director of Leasing and Marketing
• Operations and HR Manager
• Compliance Manager
• Property accounting
• Business systems and technology resources
• Resident-facing and centralized support teams

Qualifications:

• Five or more years of experience in property management, hospitality, customer experience, quality assurance, operations or a related field.
• Demonstrated experience designing or managing service-delivery workflows.
• Strong understanding of customer-service standards and service recovery.
• Ability to analyze operational data and translate findings into corrective action.
• Strong written and verbal communication skills.
• Ability to challenge incomplete work constructively and professionally.
• Strong judgment when prioritizing urgent, sensitive or high-risk resident matters.
• Experience conducting inspections, quality audits or operational reviews.
• Ability to influence employees and leaders without relying solely on direct reporting authority.
• High attention to detail without losing sight of the overall resident outcome.
• Proficiency with property-management, case-management or workflow systems.
• Multifamily property-management experience is strongly preferred.

Leadership Characteristics:

• Resident-focused but operationally disciplined
• Persistent without becoming adversarial
• Comfortable identifying problems and holding the line on standards
• Objective and evidence-based
• Highly organized
• Skilled at working across departments
• Capable of distinguishing symptoms from root causes
• Focused on improving systemsnot simply finding individual mistakes
• Comfortable escalating material issues when normal follow-up has failed

Measures of Success:

• Every material resident request is visible and traceable.
• Requests consistently have clear ownership and deadlines.
• Residents receive timely and professional communication.
• Overdue and forgotten requests decline materially.
• Improperly closed and reopened requests decrease.
• Repeat complaints are identified and addressed at their root cause.
• Property-quality standards become measurable and consistent.
• Regional Managers receive useful, objective information that helps them improve performance.
• Leadership has a reliable portfolio-level view of resident experience and physical quality.
• ArtHaus improves service consistency as the portfolio grows.

Initial 90-Day Priorities:

First 30 Days

• Map the existing resident-request channels and workflows.
• Identify where requests are currently lost, delayed or inconsistently documented.
• Establish baseline resident-request and property-quality measures.
• Meet with Regional Managers, Property Managers, Maintenance, Compliance, Leasing, Operations and Accounting.
• Define the initial request taxonomy and escalation categories.

Days 3160

• Launch the standardized Resident Request Resolution workflow.
• Implement the initial exception and aging dashboard.
• Establish communication, documentation and closure standards.
• Begin weekly request-quality audits.
• Pilot a standardized physical property-quality inspection.
• Train the initial operating teams on the new standards.

Days 6190

• Publish the first property and regional customer-experience scorecards.
• Establish a recurring exception-review cadence.
• Complete the first portfolio-level property-quality assessment.
• Identify the highest-impact systemic service failures.
• Present a prioritized six-month improvement plan to the President and leadership team.