CX3 Implementation & Technical Platform Lead

Cardinal Group Career•Denver, CO

About The Position

This role is a technical, operational, and strategic key player within the Centralized Team. In a dynamic, high-growth environment spanning a large, diverse portfolio, this mission is to own the architecture and governance of our centralized operations AI platform, EliseAI. This role exists to empower and scale a centralized leasing and operations platform. You will be responsible for establishing standard operating procedures, optimizing complex system configurations, and ensuring proactive governance across the portfolio. Additionally, you will act as the primary strategist for the platform's rapidly evolving roadmap, leading pilot programs and advising on how and when to deploy new features across our centralized operations.

Requirements

3 to 5 years of proven experience in the administration, configuration, and governance of enterprise AI platforms (or similarly complex SaaS operational systems) at scale.
Experience with EliseAI or similar platforms strongly preferred.
You do not need to write code, but you must possess a deep understanding of how complex business systems work.
Ability to troubleshoot system logic, map dependencies, and translate technical capabilities into actionable business solutions.
Proven experience managing software implementations, optimizing system configurations at scale, and building standardized processes and knowledge banks from scratch.
Experience evaluating vendor roadmaps, leading technical pilots from the research phase through to post-launch support, and analyzing data to drive operational rollout decisions.
Skilled in translating technical jargon for non-technical teams and managing vendor relationships effectively.
You must be comfortable managing client expectations, confident in explaining configuration logic, and skilled at advising a wide variety of stakeholders on new technology adoption.
Comfortable navigating a fast-paced environment and wearing multiple hats—from hands-on workflow mapping and support escalation to high-level platform strategy.
Background or experience in the property management or multifamily real estate industry is strongly preferred.

Responsibilities

Serve as the primary Enterprise Admin for our centralization platform, overseeing all system settings, configurations, and administrative architecture.
Define and enforce standard configuration templates across all properties to ensure consistent, highly reliable performance.
Actively map and document all workflows, configuration dependencies, and integration touchpoints.
Develop a deep understanding of system workflows, configuration dependencies, and end-end optimization.
Build and maintain a centralized knowledge bank to provide clear visibility into system logic and the operational impact of customizations.
Audit and optimize the integration between the property management systems and CRM to ensure data integrity and lead flow accuracy.
Act as the consultative lead and central liaison for a diverse group of stakeholders, including internal HQ teams, centralized operators, onsite team members, and external clients.
Advise stakeholders on configuration best practices, clearly communicating the downstream impacts and system logic of requested customizations to ensure alignment with platform standards.
Act as the final point of escalation for system support tickets, ensuring rapid resolution.
Drive continuous process improvements to establish a structured, governed, and highly efficient support model.
Evaluate the vendor's platform roadmap and assess which new modules or capabilities align with Cardinal's operational goals and client needs.
Design, launch, and manage pilot programs for new features.
Gather data, establish success metrics, and analyze results to determine operational viability.
Based on pilot results, build the implementation strategy and training plans for portfolio-wide rollouts, ensuring new features integrate seamlessly with existing configuration logic.
Lead regular calls with the vendor to address open tickets, system needs, and roadmap updates.
Assist in the management of call center operations.
Draft and distribute technical updates, system change communications, and pilot results to all relevant stakeholders.