Product Strategy:
- Develop and optimize the product roadmap for core customer experience platforms, prioritizing business needs and feature rollouts.
- Translate operational and customer needs into clear product requirements to enhance the resident journey.
Customer Insights:
- Manage survey and reputation management platforms to collect and analyze customer feedback.
- Monitor trends to identify system gaps and partner with teams to turn insights into actionable platform improvements.
Technical Expertise:
- Serve as the primary subject matter expert for CX platforms, overseeing system configuration, troubleshooting, and optimization.
- Lead and participate in technology pilots to support the customer experience vision.
Collaboration & Support:
- Work closely with operations, marketing, and training departments to ensure product success.
- Manage vendor relationships and respond to support tickets to provide timely resolutions.
Hawthorne Residential Partners
Hawthorne Residential Partners is a leading multifamily real estate management company operating primarily in the Southeast, Florida, and Texas. The company, which manages over 64,000 apartment homes, is nationally recognized for its operational excellence and a culture focused on leaving people better than we found them.