Senior Manager of Member Experience

About the CompanyOur company is a growing furnished housing operator managing a portfolio of several hundred bedrooms in New York City, with an active expansion underway in a second East Coast market. We offer fully furnished, all-inclusive shared living designed for young professionals. Our members don’t just rent an apartment — they choose a lifestyle, and our Member Experience team is the front line of that promise.The RoleThe Senior Manager of Member Experience owns every customer touchpoint from the moment Sales and Marketing complete their work, through the end of the member’s journey. That means onboarding and move-in, day-to-day support, and every lease end: renewals, transfers, lease breaks, and move-outs. This role is accountable for response quality, resolution speed, member satisfaction, and the systems and team that deliver on all three.This is a senior operational role that requires both strong people management and a process-building mindset. You will set the standard for what it means to be a member, build scalable processes as we grow into new markets, manage a team of 3 in NYC, and extend coverage and quality standards to our second market.Key ResponsibilitiesMember Onboarding & Move-In· Own member onboarding from the moment Sales bring an application — welcome communication, pre-arrival preparation, building access, and expectation-setting· Oversee move-in coordination and day-of execution across both markets — every move-in completed on schedule with zero day-of failures· Partner with Sales and Marketing on a clean handoff so there is no experience gap between the promise made and the experience deliveredMember Communications & Support· Own all inbound member communication via our helpdesk platform — ensure coverage, response time standards, and quality across both markets· Establish and enforce SLA targets for ticket response and resolution· Handle escalations that require senior judgment — complex disputes, lease concerns, sensitive situations· Build and maintain a member-facing knowledge base to reduce inbound volume over timeLease Ends — Renewals, Transfers, Lease Breaks & Move-Outs· Own all lease-end touchpoints: expiring-lease outreach and renewals, room and unit transfers, lease breaks, and move-outs· Run the move-out process end-to-end — walk-through scheduling, security deposit resolution, and documentation· Drive renewal and transfer conversations proactively ahead of lease expiration, in coordination with Revenue on pricing· Identify patterns in member complaints, churn signals, and renewal outcomes and surface them to leadershipTeam Leadership & Operations· Manage and develop a team of Member Experience Support and Coordinators· Set individual performance expectations, conduct regular 1:1s, and own team scheduling and coverage· Build out the coverage model for the second market as it scales· Maintain and continuously improve SOPs and playbooks in our helpdesk platform and internal documentationAI Implementation & Automation· Lead the evaluation and rollout of AI tools across the CX function — chatbots, auto-routing, suggested replies, and ticket summarization· Own the AI deflection strategy: identify ticket categories suitable for automated resolution and build flows to handle them· Train and manage AI models or rules-based automations in the helpdesk platform (or other system) to maintain quality while reducing manual load· Track AI tool performance regularly and iterate — adoption rate, deflection rate, and impact on team capacity· Partner with the CEO to evaluate new AI-powered CX tools and determine fit for the company’s stackCross-Functional Coordination· Serve as the primary handoff point to Property Operations — any member-reported maintenance issue should be cleanly logged, routed, and tracked· Flag systemic issues (recurring maintenance problems, building-level complaints) to the Property Operations director· Provide monthly member experience reporting to the CEO, including CSAT trends, ticket volume, and qualitative themes· Support member-facing lifestyle partnerships if and when introduced — potential areas include move-in services, local amenities, and curated member perksWhat We’re Looking For· 5+ years in a member services, member experience, or tenant relations role — property management, co-living, hospitality, or adjacent preferred· Proven ability to manage a small team and hold people accountable to performance standards· Strong written communication skills — you represent the company in every message your team sends· Comfortable operating in Zoho Desk, Intercom, or comparable helpdesk and CRM tools· Process-builder mentality — you don’t just solve today’s problem, you document it so it doesn’t happen again· Genuine interest in AI tools and how they apply to customer operations — experience with AI-assisted CX platforms a strong plus· Calm under pressure; capable of de-escalating tense member situations with professionalism· Self-directed, with the ability to manage a remote market without daily supervisionBenefits:401(k)Health insurancePaid time offWork Location: Remote