Head of Resident Experience

About Hazel Valley Homes

Hazel Valley Homes is redefining what it means to rent with care and trust. Our vision is simple yet powerful: Make renters proud of where they live through individualized care and attention. By empowering our team to make thoughtful, on-the-ground decisions for each unique home, we deliver exceptional service that meets the specific needs of our residents and communities.

We are a tight-knit, mission-driven team who value integrity, reliability, and local expertise, ensuring every decision is rooted in a deep understanding of the neighborhoods we serve. We hold ourselves to the highest standards of quality and strive to simplify the rental experience, allowing renters to focus on what matters most to them.

Hazel Valley Homes is growing fast, expanding beyond our St. Louis roots to bring our personalized approach to new markets. We’re looking for passionate individuals who want to be part of a dynamic, people-first company that prioritizes superior service and strong community connections.

We are seeking an innovative and strategic Head of Resident Experience to lead and revolutionize our approach to resident satisfaction and retention in the single-family rental (SFR) industry. This role requires a forward-thinking leader with deep expertise in Customer Relationship Management (CRM) systems, as well as a proven ability to evaluate and implement cutting-edge technologies that create a seamless and best-in-class resident experience.

Key Responsibilities:
Resident Experience Strategy:

• Define and execute a holistic resident experience strategy to enhance satisfaction, engagement, and loyalty.
• Lead the development of resident-focused initiatives and programs aligned with business objectives.
• Lead strategy for expansive growth of the portfolio while ensuring seamless resident experience with current portfolio and future market openings.
• Serve as the subject matter expert on CRM platforms, ensuring effective implementation, utilization, and optimization to drive resident engagement and operational efficiency.
• Assess emerging technologies and partner with key stakeholders and vendors to deploy tools that elevate the overall resident journey—from prospect and through the entire resident journey.
• Use data analytics and insights from CRM systems and resident feedback to refine strategies and deliver personalized, proactive solutions.
• Monitor and report on key performance indicators (KPIs) related to resident satisfaction, service delivery, and retention rates.
• Partner with operations, leasing, marketing, maintenance, renovations, turns project management and IT teams to ensure a cohesive approach to resident experience.
• Act as the voice of the resident in cross-departmental discussions and projects.
• Lead, mentor, and develop a team of resident experience professionals, fostering a culture of innovation, excellence and top tier customer service mindset.
• Oversees and supervises call center operations to ensure best-in-class, first call resolution resident experiences.
• Owns and collaborates with brand team on social media efforts and responses, survey implementation and management and other public facing reputation management opportunities.

Key Qualifications:

• Bachelor’s degree in Business, Real Estate, Technology, or a related field. MBA or advanced degree preferred, preferably related to CX or Real Estate.
• Five + years proven experience in resident/customer experience leadership or a related role within the SFR, property management, or hospitality industry.
• Ability to thrive and be nimble in an ever-changing, fast paced, technology forward start up environment.
• Extensive knowledge of CRM systems, with the ability to leverage them for operational and experiential gains.
• Strong understanding of technology trends and tools that enhance customer experiences, such as chatbots, mobile apps, and self-service platforms.
• Exceptional analytical skills, with a focus on leveraging data to drive decisions.
• Outstanding communication and interpersonal skills to effectively engage with residents, direct reports and cross-functional team leaders.
• Demonstrated ability to innovate, adapt, and thrive in a fast-paced, dynamic environment.
• Familiarity with the nuances of the SFR industry, including leasing and resident management practices.

Why Join Hazel Valley Homes?

At Hazel Valley Homes, employees are encouraged to make a real impact every day. You’ll be part of a team that values your unique contributions and trusts you to make decisions that benefit residents and communities. Joining Hazel Valley Homes means being part of a mission-driven organization that puts people first—both renters and team members alike.