[Hiring] Customer Experience Solutions Specialist @Hawthorne Residential Partners

Role Description

The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms and CX programs. This position enhances the resident experience and improves operational efficiency across our communities. Leveraging expertise in multifamily technology, data-driven insights, and technical acumen, this role optimizes customer-facing platforms to deliver a superior, people-first resident journey. Additionally, this role helps shape Hawthorne’s voice of customer programs, CRM, survey strategies, and reputation management platforms.

Job Functions

• Product Strategy:
  • Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency.
  • Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features.
  • Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout.
  • Translate operational and customer needs into clear product requirements and enhancements.
  • Identify opportunities to streamline workflows and improve system adoption across teams.
• Customer Insights:
  • Manage survey and reputation strategies and platforms to generate actionable CX insights.
  • Drive the collection, analysis, and sharing of customer insights to shape strategy and product development.
  • Monitor trends across feedback channels to proactively identify system gaps or friction points.
  • Partner with teams to turn insights into actionable improvements within CX platforms.
• Technical Expertise:
  • Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.).
  • Develop a deep understanding of our customer-facing platforms and technology ecosystem to ensure a holistic approach to customer experience.
  • Oversee system configuration, setup, and ongoing optimization.
  • Troubleshoot, analyze, and develop CX platforms to ensure optimal performance.
  • Lead, train, and participate in technology pilots that support our CX vision.
  • Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms.
• Data & Insights:
  • Analyze and report on technology pilots, issues, and CX projects.
  • Oversee the setup and pilots of CX technologies.
• Collaboration:
  • Work closely with operations, digital marketing, software, and training departments to ensure the success of product operations.
  • Manage relationships with vendor partners, ensuring they meet the strategic goals and timelines.

Qualifications

• Educational Background: Bachelor’s degree in Business, Marketing, or a related field preferred but not required.
• Experience: 5+ years in software, operations, or Multifamily services.
• Analytical & Technical Proficiency: Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM to translate insights into strategic action.
• Customer-Centric Mindset: Deep commitment to understanding and advocating for residents’ needs, behaviors, and expectations.
• Communication Skills: Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross-functional stakeholders.
• Cross-functional collaboration skills: Experience leading without direct authority.

Benefits

• Personal & Financial Benefits:
  • Start with 22 days of vacation, sick, and personal time.
  • Enjoy 16 hours of paid volunteer time annually.
  • 10 paid holidays + 1 floating holiday of your choice.
  • 8 hours off to celebrate your birthday.
  • Company 401(k) match to support your financial goals.
  • Resources to support your long-term financial health.
  • Earn rewards for bringing great talent to the team.
  • Access to savings at over 1 million retailers and Hawthorne guest suite discounts.
• Personal & Professional Development:
  • Feel supported and prepared from day one.
  • Tailored training programs to help you grow your skills and career.
  • Clear, defined progression opportunities.
  • Financial assistance available for unexpected emergencies.
  • Participate in annual Sales Rally events and contests.
  • We invest in your continued learning.
• Health & Wellness Benefits:
  • Comprehensive plans designed for peace of mind.
  • 100% company-paid coverage for dental & life insurance.
  • Maternity, paternity, and adoption leave so you can focus on what matters most.
  • Connect with doctors anytime, anywhere.
  • Earn rewards for taking care of your health.
  • Added protection for life’s unexpected moments.
  • Additional paid time off during medical emergencies or natural disasters.
  • Cash toward your gym or fitness membership.
  • Free premium health and wellness subscriptions (a $450 value).
  • One year of free diapers for growing families.