Customer Experience Solutions Specialist

Hawthorne Residential Partners • New York, SC

1d • Remote

About The Position

The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms and CX programs. This position enhances the resident experience and improves operational efficiency across our communities. Leveraging expertise in multifamily technology, data-driven insights, and technical acumen, this role optimizes customer-facing platforms to deliver a superior, people-first resident journey. Additionally, this role helps shape Hawthorne’s voice of customer programs, CRM, survey strategies, and reputation management platforms.

Requirements

• 5+ years in software, operations, or Multifamily services.
• Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM to translate insights into strategic action.
• Deep commitment to understanding and advocating for residents’ needs, behaviors, and expectations.
• Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross-functional stakeholders.
• Experience leading without direct authority.

Nice To Haves

• Bachelor’s degree in Business, Marketing, or a related field preferred but not required.

Responsibilities

• Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency.
• Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features.
• Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout.
• Translate operational and customer needs into clear product requirements and enhancements.
• Identify opportunities to streamline workflows and improve system adoption across teams.
• Manage survey and reputation strategies and platforms to generate actionable CX insights.
• Drive the collection, analysis, and sharing of customer insights to shape strategy and product development.
• Monitor trends across feedback channels to proactively identify system gaps or friction points.
• Partner with teams to turn insights into actionable improvements within CX platforms.
• Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.).
• Develop a deep understanding of our customer-facing platforms and technology ecosystem to ensure a holistic approach to customer experience.
• Oversee system configuration, setup, and ongoing optimization.
• Troubleshoot, analyze and develop CX platforms to ensure optimal performance.
• Lead, train, and participate in technology pilots that support our CX vision.
• Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms.
• Analyze and report on technology pilots, issues, and CX projects.
• Oversee the setup and pilots of CX technologies.
• Work closely with operations, digital marketing, software, and training departments to ensure the success of product operations.
• Manage relationships with vendor partners, ensuring they meet the strategic goals and timelines.

Benefits

• 22 days of vacation, sick, and personal time.
• 16 hours of paid volunteer time annually.
• 10 paid holidays + 1 floating holiday of your choice.
• 8 hours off to celebrate your birthday.
• Company 401(k) match.
• Financial Wellness Reimbursement.
• Referral Bonuses.
• Exclusive Discounts: Access to savings at over 1 million retailers and Hawthorne guest suite discounts.
• Comprehensive Onboarding.
• Ongoing Learning: Tailored training programs to help you grow your skills and career.
• Career Pathing: Clear, defined progression opportunities.
• Hawthorne Cares Fund: Financial assistance available for unexpected emergencies.
• Celebrate Success: Participate in annual Sales Rally events and contests.
• Education Reimbursement.
• Medical & Vision: Comprehensive plans designed for peace of mind.
• Dental & Life Insurance: 100% company-paid coverage.
• Paid Family Leave: Maternity, paternity, and adoption leave so you can focus on what matters most.
• 24/7/365 Telehealth Access.
• Wellness Incentives: Earn rewards for taking care of your health.
• Short-Term & Long-Term Disability Plan.
• Leave Bank: Additional paid time off during medical emergencies or natural disasters.
• Fitness Reimbursement: Cash toward your gym or fitness membership.
• Mental Wellness Tools: Free premium health and wellness subscriptions (a $450 value).
• New Parent Perk: One year of free diapers for growing families.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level