Director of Resident Experience

This hiring organization is a vertically integrated real estate company specializing in development, construction, property management, and family office operations. The company owns and manages luxury residential communities primarily located throughout Brooklyn, New York. Dedicated to providing a hospitality-driven living experience, the organization aims to distinguish its portfolio of luxury multifamily properties in a highly competitive market. As part of its strategic growth and expansion, the company is relocating its headquarters to Greenpoint and consistently exploring ways to innovate and improve the resident experience through superior service and operational excellence. Known for its commitment to quality and a resident-first philosophy, this company integrates personalized services and professional property management to create vibrant, engaging, and welcoming communities for its residents.

The role of Director of Resident Experience is a full-time position offering an annual salary range of $90,000 to $120,000, dependent on experience. This senior leadership role is designed to elevate and oversee the resident experience throughout the full lifecycle of residency—from initial inquiry and move-in to continued residency, engagement, and eventual move-out. The successful candidate will lead the development and implementation of hospitality standards and best practices across all resident-facing touchpoints within the luxury portfolio.

Key responsibilities include crafting a cohesive and memorable resident journey by integrating hospitality principles with property management practices. The Director will develop, maintain, and refine standard operating procedures (SOPs), onboarding and training programs, service manuals, and performance benchmarks that apply consistently across multiple sites and teams. In addition, the role requires managing, mentoring, and motivating front desk staff, package room associates, porters, maintenance teams, and other on-site personnel to ensure high levels of service quality and resident satisfaction.

This position also involves conducting regular property visits, service audits, and quality assessments to guarantee adherence to service standards and to identify opportunities for continuous improvement. The Director will lead initiatives to engage residents through personalized touchpoints such as move-in experiences, welcome gifts, proactive communication strategies, and resident appreciation programs. Establishing measurable service performance metrics, leveraging employee training software for development tracking, collaborating closely with senior leadership on service advancements, and promptly addressing resident concerns are essential components of this role.

Ideal candidates will bring 3 to 5 plus years of experience in luxury hospitality, high-end residential property management, guest services, or related fields, with a proven record of developing and executing effective employee training programs. A strong knowledge of hospitality fundamentals, resident engagement, and service excellence within upscale environments is critical. Candidates must exhibit excellent leadership, communication, presentation, and coaching skills capable of inspiring and influencing multi-level teams. Organizational skills, project management capability, and proficiency with training or employee development software will be key to succeeding in this role. While not mandatory, bilingual abilities and a willingness to travel between Brooklyn-based properties will be advantageous.

As part of the compensation package, the company offers paid time off (PTO), paid holidays, and a comprehensive benefits package, in addition to the opportunity to create and lead a company-wide hospitality and resident experience platform from the ground up. This is an excellent opportunity for a dynamic and service-oriented professional to join a forward-thinking real estate organization and make a significant impact on resident satisfaction and retention through exemplary service leadership.