Multi-Site Customer Experience Manager

Multi‑Site Customer Experience Manager

Birge & Held

Base pay range: $48,870.00/yr - $61,088.00/yr

The Multi‑Site Customer Experience Manager leads efforts to create exceptional experiences for prospects and residents by overseeing resident interactions, resolving concerns efficiently, and ensuring operational excellence. The role manages day‑to‑day customer experience, collaborates with teams to optimize leasing performance, and serves as an advisor and solutions advocate for resident concerns. Success is measured by predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level.

This role reports to the Operations Manager.

• Conduct business in accordance with company policies and housing laws.
• Develop and implement community and engagement strategies to ensure an outstanding experience for residents and prospects.
• Serve as a role model, fostering a resident‑first mindset and overseeing on‑site Customer Experience Associates.
• Monitor and analyze resident feedback to identify trends and recommend improvements.
• Build and maintain strong relationships with residents, acting as a trusted advisor.
• Develop and implement resident events or activities to enhance community experience.
• Provide support for unresolved resident concerns, ensuring prompt and effective resolutions.
• Oversee resident use of property technology.
• Collaborate with Sales & Leasing to optimize leasing performance.
• Coordinate showings, draft lease agreements, and manage additional leasing tasks.
• Analyze leasing and occupancy data to identify trends and recommend revenue growth strategies.
• Supervise resident data management within property software.
• Oversee day‑to‑day operations including resident communications, move‑ins & move‑outs, and maintenance coordination.
• Submit POPIC claims and manage delinquency and renewal processes.
• Assess, improve, and report on processes and market research to enhance satisfaction and efficiency.
• Prepare and present regular reports on resident satisfaction, leasing performance, and KPIs to leadership.

• Demonstrated passion for customer service.
• Strong interpersonal and customer‑focused mindset.
• Excellent verbal and written communication skills.
• Minimum 3 years of customer‑service leadership, property management, or related hospitality role with direct reports.
• Self‑starter with proactive, solutions‑driven mindset.
• Proficiency in property management software (One Site, Yardi, or similar), Microsoft Office, and CRM tools.
• Professionalism and discretion in all interactions.
• Desire for professional development.
• Time‑management and adaptability in fast‑paced environments.
• High school diploma or equivalent (GED).

• Generous paid time‑off: up to 18 days PTO per year plus holiday pay.
• Volunteer Paid Time Off: 8 hours per year.
• Paid parental leave: up to 3 weeks paid parental leave and 6 weeks paid childbirth leave.
• Monthly commission opportunities and quarterly bonus tied to KPIs.
• Employee discounts at Birge & Held properties.
• Wellness program with gym reimbursement up to $25/month and access to health coaches.
• Competitive dental, vision, and medical plans.
• 401(k) plan with competitive employer contributions.
• Optional supplemental life, LTD, STD, and critical illness insurance.
• Monthly phone stipend up to $50.
• Tuition reimbursement program and talent development support.
• Recognition as a top workplace in the USA.

Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.