Customer Experience & Quality Manager

Riaz Capital•Oakland, CA

6d•Onsite

About The Position

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 closed—and 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.

Requirements

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.
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 systems—not simply finding individual mistakes
Comfortable escalating material issues when normal follow-up has failed

Nice To Haves

Multifamily property-management experience is strongly preferred.

Responsibilities

Own and continuously improve the companywide Resident Request Resolution workflow.
Ensure resident requests from all approved channels enter the designated system of record.
Establish consistent request categories, priority levels, response standards, resolution targets and escalation rules.
Ensure every request has a named responsible person, required next action and target completion date.
Monitor open, overdue, unassigned and high-risk resident requests across the portfolio.
Confirm that residents receive timely acknowledgment, status updates and resolution communications.
Establish documentation and evidence requirements for closing resident requests.
Audit closed requests to confirm that the underlying issue was resolved and communicated appropriately.
Return incomplete or improperly closed requests for additional action.
Escalate unresolved or repeatedly delayed matters to the appropriate Regional Manager and, when necessary, the President.
Identify recurring complaints, process breakdowns and systemic service issues.
Develop and maintain ArtHaus standards for resident communication and service.
Define the expected resident experience at critical touchpoints, including move-in, maintenance requests, complaints, property notices and issue resolution.
Review resident communications for clarity, professionalism, empathy, accuracy and consistency.
Develop templates, playbooks and service-recovery standards for common resident situations.
Partner with operating leaders to provide training and coaching on customer-experience expectations.
Gather resident feedback and translate it into practical operational improvements.
Identify situations in which an issue may be technically completed but the resident experience remains unresolved.
Develop practical quality standards for the physical resident experience.
Conduct scheduled and unannounced property-quality reviews across the portfolio.
Inspect resident-facing areas, including building entrances, lobbies, hallways, elevators, laundry rooms, mail and package areas, trash areas, exterior conditions, signage and other common spaces.
Review move-in-ready units from the resident’s perspective.
Evaluate cleanliness, appearance, functionality, safety presentation and consistency with ArtHaus standards.
Document deficiencies with photographs, ownership assignments and corrective-action deadlines.
Verify that identified deficiencies are corrected—not merely marked complete.
Track recurring physical-quality issues by property, region, category and responsible function.
Coordinate with Regional Managers, Property Managers and Maintenance leadership while preserving their accountability for execution.
Recommend improvements to inspection standards, property routines and preventive-quality controls.
Develop a risk-based quality-assurance program covering resident requests and physical property conditions.
Audit a defined sample of open and closed resident requests each week.
Monitor adherence to response, communication, documentation and closure standards.
Identify workflow failures, unclear handoffs and requests that fall between departments.
Conduct root-cause reviews for recurring complaints, reopened cases and serious service failures.
Facilitate corrective-action plans with the responsible operating leader.
Verify whether corrective actions produced sustained improvement.
Maintain consistent quality standards across properties and regions.
Build and maintain a portfolio-level customer-experience and quality scorecard.
Report performance by property, region, request category and responsible function.
Track key measures such as: Percentage of requests captured in the system, Percentage with a named owner and due date, First-response time, Average resolution time, Service-level compliance, Requests without timely resident updates, Requests open longer than 3, 7, 14 and 30 days, Reopened-request rate, Repeat complaints, Resident-confirmed resolution rate, Resident satisfaction, Request-quality audit score, Property-quality inspection score, Corrective actions completed on time.
Present material exceptions, trends and recommendations during leadership meetings.
Distinguish between isolated performance problems and companywide process failures.
Provide leadership with an independent view of the resident experience.
Partner with the company’s systems resources to improve resident-request tracking, routing, automation and reporting.
Help define business requirements for Yardi, EliseAI, HappyCo and other operating platforms.
Maintain the standardized request taxonomy, workflow rules and escalation logic.
Test workflow changes before implementation.
Monitor system adoption and data quality.
Maintain a prioritized customer-experience improvement backlog.
Recommend technology, training or process changes that improve service without adding unnecessary administrative work.
Document approved procedures and ensure revised processes are implemented consistently.