8-10+ years in contact-center or customer-operations leadership, managing 100+ FTE
Proven track record in multi-channel service performance with measurable outcomes
Experience in service transformation involving voice AI and self-service adoption
Strong analytical skills in service metrics and quality programs
Experience in building effective feedback loops for operational improvements
Hands-on experience in workforce management in dynamic environments
Demonstrated leadership in developing talent and career paths
Responsibilities
Own service performance metrics across all resident-contact channels
Drive the transformation roadmap towards an AI-enabled contact center
Identify self-service opportunities to enhance resident interactions
Lead the three-tier operating model: Care, Case Management, and Advocacy
Reduce escalation volume through root-cause analysis and improved resolutions
Conduct regular reviews with functional leaders on contact trends and corrective actions
Integrate resident-contact insights into platform and AI journey design
Manage workforce planning and capacity adjustments as automation evolves
Develop leadership and career progression for team members across tiers
Benefits
Competitive compensation with performance-based bonuses
Comprehensive benefits package including medical, dental, and vision
Generous time off policy with PTO based on tenure and paid holidays
Ongoing learning and development opportunities
A collaborative culture that values recognition and enjoyment at work
Full Job Description
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.
About Progress Residential
Progress Residential is a real estate investment trust that owns and manages single-family rental homes. The company was founded in 2012 and is headquartered in Phoenix, Arizona. Progress Residential's portfolio includes over 40,000 homes in 20 markets across the United States. The company's mission is to provide high-quality rental homes and exceptional customer service to its tenants. Progress Residential offers a variety of amenities and services, including online rent payments, maintenance requests, and 24/7 customer support.
