Customer Experience & Quality Manager
Listed on 2026-10-05
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Management
Change Management, Operations Management, Client Relationship Management, Regulatory Compliance Specialist
About Art Haus Properties
The expanded Art Haus Properties operating company is a wholly owned subsidiary of Arthaus Partners, purpose-built to manage and scale our vertically integrated residential platform. This role offers a rare opportunity to help shape the future of operations at a company on the verge of doubling its footprint, bringing structure, innovation, and excellence to a portfolio with significant near‑term growth ahead.
It’s an exciting moment to lead, build, and leave your mark.
The expanded Art Haus Properties operating company is a wholly owned subsidiary of Arthaus Partners, purpose-built to manage and scale our vertically integrated residential platform. This role offers a rare opportunity to help shape the future of operations at a company on the verge of doubling its footprint, bringing structure, innovation, and excellence to a portfolio with significant near‑term growth ahead.
It’s an exciting moment to lead, build, and leave your mark.
Art Haus Properties is seeking a Customer Experience & Quality Manager to create a consistent, high-quality resident experience across our portfolio.
This role owns the design, visibility, quality control and continuous improvement of the company’s Resident Request Resolution process. The manager ensures that every resident request is captured, assigned, monitored, communicated and properly closed—and that recurring failures are identified and corrected.
The role also provides independent quality control over the physical resident experience, including property appearance, common‑area conditions, move‑in readiness and other points where residents interact with an Art Haus property.
Regional Managers and Property Managers remain accountable for resolving resident issues and delivering property‑level results. The Customer Experience & Quality Manager owns the integrity and effectiveness of the process used to produce those results.
Key Responsibilities Resident Request Resolution Process- Own and continuously improve the company wide Resident Request Resolution workflow.
- Ensure resident requests from all approved channels enter the designated system of record.
- Establish consistent request categories, priority levels, response standards, resolution targets and escalation rules.
- Ensure every request has a named responsible person, required next action and target completion date.
- Monitor open, overdue, unassigned and high‑risk resident requests across the portfolio.
- Confirm that residents receive timely acknowledgment, status updates and resolution communications.
- Establish documentation and evidence requirements for closing resident requests.
- Audit closed requests to confirm that the underlying issue was resolved and communicated appropriately.
- Return incomplete or improperly closed requests for additional action.
- Escalate unresolved or repeatedly delayed matters to the appropriate Regional Manager and, when necessary, the President.
- Identify recurring complaints, process breakdowns and systemic service issues.
- Develop and maintain Art Haus standards for resident communication and service.
- Define the expected resident experience at critical touchpoints, including move‑in, maintenance requests, complaints, property notices and issue resolution.
- Review resident communications for clarity, professionalism, empathy, accuracy and consistency.
- Develop templates, playbooks and service‑recovery standards for common resident situations.
- Partner with operating leaders to provide training and coaching on customer‑experience expectations.
- Gather resident feedback and translate it into practical operational improvements.
- Identify situations in which an issue may be technically completed but the…
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