Resident Experience Coordinator

The vibrant Village of Key Biscayne, incorporated on June 18, 1991, is in the center 1.25 square miles of a four-mile-long, two-mile-wide barrier island between the Atlantic Ocean and Biscayne Bay. The island is connected via a scenic causeway and bridges to the City of Miami, only seven miles away. Key Biscayne is a thriving residential community of more than 15,000 residents.

Together with our residents, we are advancing our safe and secure village; thriving and vibrant community and local marketplace; engaging and active programs and public spaces; accessible, connected, and mobile transportation system; and resilient and sustainable environment and infrastructure.

Under the direction of the Chief of Staff, serves as the central coordinator for resident services and experience for the Village of Key Biscayne. This role ensures that all residents, regardless of age, ability, background, or language, receive responsive, welcoming, and high-quality service. The Resident Experience Coordinator works closely with all Village departments, the Communications team, and Village Manager to uphold the Village’s commitment to impeccable customer service to all residents.

In doing so, the positionfacilitates community engagement, strengthens communications between Village government and the public, and supports accessibility and special needs accommodations.

• Associate’s degree required;
  Bachelor’s degree in Communications, Public Relations, or Public Administration preferred (Candidates with degrees in Human Services, Psychology, Social Work, or Therapeutics will also be considered if they demonstrate a strong service-oriented background).
• Minimum of 3–5 years of proven success in high-touch resident services, customer service, community engagement, or hospitality management, with a focus on creating accessible, inclusive, and memorable resident experiences.
• Experience ensuring community programs are accessible, including specialized knowledge in inclusion accessibility, or human services.
• Familiarity with ADA compliance and accessibility standards, specifically used to enhance the seamless participation of residents with disabilities and special needs in Village life.

• Strong interpersonal and customer service skills.

• Strong time management and problem-solving skills.
• Able to handle public complaints calmly and maintain positive working relationships.

• Ability to work collaboratively across departments and with diverse populations.
• Proficiency in Microsoft Office, 311 and CRM systems, artificial intelligence integration, and digital communication platforms.
• American Disability Act (ADA) certification required (or ability to obtain within 12 months of employment).
• Strong knowledge of ADA and accessibility standards and inclusive service practices.
• Interest or experience in applying artificial intelligence tools to improve workflows and resident services.
• Proficient in basic computer applications (word processing, spreadsheets, presentations).
• Bilingual (English/Spanish) highly preferred.

The position encompasses three critical community support functions that together enhance resident satisfaction, strengthen outreach, and ensure equitable access. By serving as a reliable contact, fostering transparent engagement, and coordinating inclusive services, the role connects departments and the community to build trust, responsiveness, and accessibility across the Village.

• Improves overall resident satisfaction:
  Provides a consistent, empathetic point of contact for service requests, feedback, and issue resolution.
• Provides courteous, knowledgeable, and timely responses to all resident interactions.
• Tracks and manages service requests and complaints, ensuring follow-through and resolution in coordination with relevant departments.
• Helps residents navigate Village services and processes; serves as community liaison.
• Bridges departments to streamline resident-facing processes and ensure timely follow-up.
• Collaborates with departments, community organizations, and boards, to integrate accessibility and inclusion into…