Customer Experience Solutions Specialist | Hawthorne Residential Partners
Location: Remote
Customer Experience Solutions Specialist| Position Summary The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms and CX programs. This position enhances the resident experience and improves operational efficiency across our communities. Leveragingexpertisein multifamily technology, data-driven insights, and technical acumen, this roleoptimizescustomer-facing platforms to deliver a superior, people-first resident journey. Additionally, this role helps shape Hawthorne's voice of customer programs, CRM, survey strategies, and reputation management platforms.
Customer Experience Solutions Specialist|JobFunctions
Product Strategy Develop andoptimizeHawthorne's key technology platforms to enhance customer experience and operational efficiency. Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features. Own theproduct roadmapfor CX platforms, including prioritization, timelines, and feature rolloutTranslate operational and customer needs intoclear product requirements and enhancementsIdentifyopportunities tostreamline workflows and improve system adoptionacross teams
Customer Insights Managesurveyand reputation strategies and platforms to generate actionable CXinsights. Drive the collection, analysis, and sharing of customer insights to shape strategy and product development. Monitor trends across feedback channels to proactivelyidentifysystem gaps or friction pointsPartner with teams to turn insights intoactionable improvements within CX platforms
Technical Expertise Serve as theprimary subject matter expertfor CX platforms (Knock,RentCafe, etc.) Develop a deep understanding of our customer-facing platforms and technologyecosystemto ensurea holistic approachto customer experience.Overseesystem configuration, setup, and ongoing optimizationTroubleshoot,analyzeand develop CX platforms to ensureoptimalperformance.Lead, train, andparticipatein technology pilots that support our CX vision.Respond to and troubleshoot requestssubmittedthrough the ticketing system, providingtimelyresolutions and support across customer experience platforms
Data & Insights Analyze and report on technology pilots, issues, and CX projects.Oversee the setup and pilots of CX technologies.
Collaboration: Work closely with operations, digital marketing, software, and training departments to ensure the success of product operations. Manage relationships with vendor partners, ensuring they meetthe strategicgoals and timelines.
Required Qualifications:
Educational Background: Bachelor's degree in Business, Marketing, ora relatedfield preferred but notrequired.
Experience: 5+ years insoftware, operations, or Multifamily services.
Analytical & Technical Proficiency: Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM to translate insights into strategic action.
Customer-Centric Mindset: Deep commitment to understanding and advocating for residents' needs, behaviors, and expectations.
Communication Skills: Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross-functional stakeholders.
Cross-functional collaboration skills: Experience leading without direct authority.
BenefitsThat Matter When you join our team,you'restepping into a culture built around growth, wellbeing, and genuine care for our people.We'recommitted to helping you thrive-professionally, personally, and financially.Here'swhat you can look forward to:
Personal & Financial Benefits Enjoy Your Time Off:Start with22 daysof vacation,sick, and personal time. Make an Impact:Enjoy16 hours of paid volunteer timeannually. Recharge & Celebrate:10 paid holidays+1 floatingholidayof your choice 8 hours offto celebrate your birthday Future Planning:Company401(k) matchto support your financial goals. Financial Wellness Reimbursement:Resources to support your long-term financial health. Referral Bonuses:Earn rewards for bringinggreat talentto the team. Exclusive Discounts:Access to savings at over 1 million retailers and Hawthorne guest suite discounts.
Personal & Professional Development Comprehensive Onboarding:Feel supported and prepared from day one. Ongoing Learning:Tailored training programs to help you grow your skills and career. Career Pathing:Clear, defined progression opportunities. Hawthorne Cares Fund:Financialassistanceavailable for unexpected emergencies. Celebrate Success:Participatein annual Sales Rally events and contests. Education Reimbursement:We invest in your continued learning.
Health & Wellness Benefits Medical & Vision:Comprehensive plans designed for peace of mind. Dental & Life Insurance:100% company-paid coverage. Paid Family Leave:Maternity, paternity, and adoption leave so you can focus on what matters most. 24/7/365 Telehealth Access:Connect with doctors anytime, anywhere. Wellness Incentives:Earn rewards for taking care of your health. Short-Term & Long-Term Disability Plan:Added protection for life's unexpected moments. Leave Bank:Additionalpaid time off during medical emergencies or natural disasters. Fitness Reimbursement:Cash toward your gym or fitness membership. Mental Wellness Tools:Free premium health and wellness subscriptions (a $450 value). New Parent Perk:One year of free diapers for growingfamilies.
*About Hawthorne Hawthorne Residential Partners is a leadingmultifamily real estate management companyheadquartered in Greensboro, NC. We are proudly ranked among theTop 50 largest multifamily management companies in the United States, managing more than64,000 apartment homes across 275+ propertiesand overseeing$12.5+ billion in assetsthroughout the Southeast, Florida, and Texas. Hawthorne is nationally recognized foroperational excellence and resident satisfactionand is currently ranked#1 in resident satisfaction among NMHC Top 50 Managers, holding the highest score of any Division I management firm in the country. Guided by our"Live It" cultureto leave people better than we found them, we are committed to deliveringexceptional living experiencesthrough thoughtful execution andstrong performanceat every level of the organization.
Hawthorne is an equal opportunity employer.