Senior Director Resident Services (Contact Center AI Transformation) - Onsite

This role is onsite in Tempe, AZ. 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.