Senior Director Resident Services

Progress Residential•Tempe, AZ

About The Position

The Senior Director, Resident Services leads Progress Residential’s resident-contact organization, which operates through three tiers: 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 automated journeys and self-service address routine interactions while specialists handle exceptions. This role is accountable 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 establishes a standing feedback loop that brings contact root causes to the functional teams and markets that generate 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 spanning voice, digital, and case-based service, demonstrated through measurable outcomes.
Direct experience driving a service-transformation roadmap involving voice AI, IVA, automated journeys, or self-service adoption while running daily operations and managing the shifting 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 through root-cause programs with real 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 roadmap and optimization, including voice AI, automated journeys, and platform initiatives to reach the target AI-enabled model.
Identify and advance self-service opportunities across the resident journey, routing routine contacts 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 tier-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 standing review cadence with functional leaders in maintenance, leasing, and collections, as well as market leadership, to review contact trends, root causes, and corrective actions.
Partner with the Enterprise Platform organization to feed resident-contact signals into platform and AI journey design.
Maintain performance measurement across queues and tiers, with defined metric owners and validated definitions.
Direct workforce management, including forecasting, scheduling, adherence, and capacity planning; rebalance as automation shifts volume and manage cost to serve.
Develop team leadership and specialist career progression across the three tiers.