Senior Director Resident Services

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As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.

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As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

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JOB SUMMARY

The Senior Director, Resident Services leads Progress Residential's resident-contact organization, structured as a tiered operating model: Care (inbound), Case Management (multi-touch resolution), and Advocacy (executive and complex matters), supported by centralized workforce management. The organization is mid-transformation toward an AI-enabled model in which automated journeys and self-service handle routine interactions and specialists handle the exceptions.

This role owns both current service performance and the transformation roadmap: sequencing automation and voice AI initiatives, driving self-service adoption, improving first-contact resolution, and reducing cost to serve. The role also operates a standing feedback loop that routes contact root causes to the functional teams and markets that generate them.

ESSENTIAL FUNCTIONS

• Own service performance across all resident-contact channels - service level, first-contact resolution, case aging, resolution time, and resident satisfaction.
• Drive contact center transformation roadmap and optimization: voice AI, automated journeys, and platform initiatives from current state to the target AI-enabled model.
• Identify and drive self-service opportunities across the resident journey - deflect routine contact to digital and automated channels while ensuring human specialists engage where they change the outcome.Lead the three tiers of the operating model - Care (inbound), Case Management (multi-touch resolution), and Advocacy (executive, press, government, and complex matters) - including tier routing rules, cross-training, and progression paths between tiers.
• Reduce escalation volume through root-cause elimination and improved first-contact resolution; directly own executive-visible escalations and their SLA standards.
• Own contact-driver analysis, root-cause analytics, quality assurance, and deflection targeting.
• Run a standing review cadence with functional leaders (maintenance, leasing, collections) and market leadership covering contact trends, root causes, and corrective actions.
• Feed resident-contact signals into platform and AI journey design in partnership with the Enterprise Platform organization.
• Maintain performance measurement across all queues and tiers, with defined metric owners and validated definitions.
• Direct workforce management - forecasting, scheduling, adherence, and capacity planning - rebalancing as automation shifts volume; manage cost to serve.
• Develop team leadership and specialist career progression across the three tiers.

QUALIFICATIONS

• Bachelor's degree or equivalent experience
• 8-10+ years in contact-center or customer-operations leadership, including experience leading a function of 100+ FTE
• Track record of best-in-class service performance in a multi-channel operation (voice, digital, case-based), evidenced by measurable outcomes
• Direct experience driving a service-transformation roadmap - voice AI, IVA, automated journeys, self-service adoption - while running daily operations, and managing the shifting AI/human mix
• Strong command of service analytics: contact-driver analysis, first-contact resolution, quality programs, and deflection
• Demonstrated experience building feedback loops that drive change in upstream functions - root-cause programs with real accountability
• Hands-on command of workforce management in a dynamic, automation-shifting volume environment
• Demonstrated people leadership: managing managers, building specialist career paths, developing talent

What you can expect from us:

• Competitive Compensation - Including performance-based bonuses that reward your contributions.

• Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.

• Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.

• Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.

• A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.

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