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Director, Customer Experience – Remote
Journey Leads manage and support a resident experience team to improve journey metrics. Journey Leads should be comfortable leveraging their expertise with the experience team and interacting with stakeholders from across the organization. Great Journey Leads focus on four primary areas when leading their team:
*Journey Visionary: Work with the team to prioritize solutions that will drive journey metrics
*Client Ambassador: Engage with residents and on-site teams to understand and prioritize based on their needs and operational realities
*Organizational Communication: Ensures leaders across the organization are aware of the team’s work and how it will impact them
*Agile Leader: Ensure all team members understand and engage in the journey vision and engage external stakeholders
Ideal candidates will be excited to learn new techniques for understanding and improving the resident experience while leveraging their experience on-site to identify and implement solutions. Candidates should have a passion for problem solving and operating under ambiguous situations to drive pilot launches. Lastly, the candidate should have a strong understanding of analytics storytelling and pivoting from lessons learned to improve pilots for scaling.
JOB DESCRIPTION
Essential Responsibilities:
- Prioritize team deliverables based on their impact to journey metrics and implementation effort
- Challenge the team to drive innovative solutions and work with internal experts to come up with “out of the box” ideas
- Engage leaders from across the organization (including the Management Leadership Team and Executive Committee) to share the work of the team and defend prioritization decisions
- Work closely with leaders in various function to ensure solutions are aligned with the needs of the organization
- Coordinate with Customer Experience Leadership Team to remove roadblocks when needed
- Collaborate with Analytics Lead to link pilots to journey metrics and set outcomes
- Collaborate with User Experience Designer to conduct on-site research with residents and team members
- Collaborate with Training Lead and on-site teams to determine and implement pilot and scaling rollouts
Knowledge, Skills, Abilities:
- Experienced RPM or Director with people management experience
- Demonstrated ability to achieve results on cross-functional teams
- Experience leading change management efforts across sites
- Experience managing and providing professional development to team members
- Interest and/or experience in the following: Agile product management, user experience research, implementation and rollout
Depending on the position offered, regular full-time and part-time team members may be eligible to participate in a bonus program in addition to their base salary. Once eligible, team members may participate in the 401k plan. Regular, full-time team members are also offered a range of medical, financial, and/or other benefits from which to choose.
Greystar will consider for employment qualified applicants with arrest and conviction records.
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Company Updates
THE GREYSTAR STORY
In 1993, when Founder, Chairman, and CEO Bob Faith set out to build Greystar, he envisioned the need for a rental housing industry leader — a blue-chip company that operated with the highest integrity and character in delivering world-class services to residents, property owners, and investors.
With a winning strategy and a focus on people, Greystar continues to meet that need, guided by the Mission of enriching the lives we touch by doing things the right way.
Over the years, Greystar has learned what’s important to people when it comes to a place to call home. That’s why we continually strive to provide beautiful living environments and innovative services that enhance the living experience. We take pride in knowing that our homes are inviting places for residents to celebrate life’s important moments.
WHAT SETS US APART
At Greystar, we care about our residents, clients, and partners – and it shows. Our focus on people, genuine relationships, and shared values has created a unique and defining company culture.
Our team members are key to that culture, so we also strive to hire the best people in the business. “Our Core Values and our people are at the heart of everything we do,” says Bob. “Though times and technology may change, it’s our people who have made Greystar the global leader in rental housing.”
Diversity, Equality & Inclusion
At Greystar, we’re committed to doing the right thing. Our Core Values foster an environment of diversity, equality, inclusion, and belonging, and create the framework that guides everything we do. Our company-wide Diversity, Equality & Inclusion effort isn’t something that’s led by a person or division – it is an effort that is driven by the entire business and guided by our team members.