Senior Director Resident Services

Progress Residential • Tempe, AZ

5d

About The Position

The Senior Director, Resident Services leads Progress Residential’s resident-contact organization, which operates as a tiered model of Care (inbound), Case Management (multi-touch resolution), and Advocacy (executive and complex matters), supported by centralized workforce management. The organization is transforming toward an AI-enabled model in which automation and self-service handle routine interactions while specialists address exceptions.

The role is responsible for current service performance and the transformation roadmap, including sequencing automation and voice AI initiatives, increasing self-service adoption, improving first-contact resolution, and reducing cost to serve. It also runs a recurring feedback loop that routes contact root causes to the functional teams and markets responsible for them.

Requirements

• Bachelor’s degree or equivalent experience.
• 8–10+ years in contact-center or customer-operations leadership, including experience leading a function of 100+ FTE.
• Track record of best-in-class service performance in a multichannel operation (voice, digital, and case-based), evidenced by measurable outcomes.
• Direct experience driving a service-transformation roadmap involving voice AI, IVA, automated journeys, and self-service adoption while running daily operations and managing the changing AI/human mix.
• Strong command of service analytics, including contact-driver analysis, first-contact resolution, quality programs, and deflection.
• Demonstrated experience building feedback loops that drive change in upstream functions, including root-cause programs with accountability.
• Hands-on command of workforce management in a dynamic environment where automation shifts volume.
• Demonstrated people leadership, including managing managers, building specialist career paths, and developing talent.

Responsibilities

• Own service performance across resident-contact channels, including service level, first-contact resolution, case aging, resolution time, and resident satisfaction.
• Drive the contact-center transformation and optimization roadmap, including voice AI, automated journeys, and platform initiatives.
• Identify and advance self-service opportunities across the resident journey, moving routine interactions to digital and automated channels while ensuring specialists handle cases where they can change the outcome.
• Lead the Care, Case Management, and Advocacy tiers, including routing rules, cross-training, and progression paths between tiers.
• Reduce escalations through root-cause elimination and improved first-contact resolution; directly own executive-visible escalations and their SLA standards.
• Own contact-driver analysis, root-cause analytics, quality assurance, and deflection targeting.
• Run a regular review cadence with functional leaders and market leadership to review contact trends, root causes, and corrective actions.
• Feed resident-contact signals into platform and AI journey design in partnership with the Enterprise Platform organization.
• Maintain performance measurement across all queues and tiers, with defined metric owners and validated definitions.
• Direct workforce management, including forecasting, scheduling, adherence, and capacity planning; rebalance resources as automation shifts volume and manage cost to serve.
• Develop team leadership and specialist career progression across the three tiers.

Benefits

• Competitive compensation, including performance-based bonuses.
• Medical, dental, and vision benefits.
• Parental leave.
• 401(k) with company match.
• PTO based on tenure.
• 13 paid holidays and 1 floating holiday.
• Quarterly summits, town hall meetings, and continuous training to support professional growth.
• A culture emphasizing collaboration, recognition, and having fun while doing important work.

What This Job Offers

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