Open the door to your dream job and join #TeamMainStreet. With more than 22,000 homes in 30 markets, Main Street Renewal is one of the largest providers of single-family rental homes across the country. We understand that our employees are the invaluable drivers of our success. That's why we hire the most talented, passionate individuals who enjoy contributing to a growing, winning team. Here, you'll be a part of a fast-growing company dedicated to providing a best in class leasing and customer service experience to our residents.

Position Overview:

The Vice President, Resident Experience is responsible for the strategic and development planning of the overall Resident Experience with The Amherst Group. The Vice President oversees all functions of Resident Support including, Contact Center Support, Brand Reputation and Voice of Customer, Training & Quality for Resident Experience, Content Management, Contact Center Technology and all BPO partners. 

Essential Duties and Responsibilities:

• Lead the Resident Experience Team that provides high quality 24/7 support and exceed defined SLAs
• Set the vision for a customer-centric organization that will be a leader in the industry and build a staffing and resource plan to support it
• Drive innovation for ancillary revenue streams that enhance Resident experience and drive shareholder confidence
• Identify and solve for the product and service opportunities that create friction for doing business
• Identify and solve for the opportunity and cadence for customer feedback through transactional and journey touchpoints
• Implement support tools that will enhance the support experience and provide qualitative and quantitative data to reduce contact volume and improve satisfaction for all employees and business partners
• Leverage technology to introduce new support channels and enhance current channels for high-touch relationship and support
• Responsible for the strategic relationship of BPO partners in a multi-vendor / multi-country model
• Work closely with Product and Platform Managers to innovate and design tools for frictionless support
• Responsible for contact center forecasting and staffing
• Additional responsibilities as required

Supervision Received:

This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.

Qualifications & Skills:

• 10+ years of management experience in a customer service or experience environment
• 5+ years’ experience in leading BPO partners in multiple geographies
• Experience in business planning and forecasting
• Advanced knowledge with contact center technology including WFO, CRM, LMS platforms
• Project Management experience
• Strong analytical and problem-solving skills, ability to identify and resolve issues independently
• Strong project/program management experience with ability to manage complex projects with multiple stakeholders & competing agendas in a changing a fast-paced environment.
• Self-directed and able to balance demand and capacity. Effective working both independently and in a team.
• Effective problem solver, resourceful in finding solutions.
• Excellent interpersonal skills including strong communication (written, verbal, presenting, listening), collaboration and influencing.
• Intermediate to Advanced Microsoft Office skills in Excel, PowerPoint, and Word

Working Conditions:

Working Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones. This position can be remote in any location where Amherst does payroll.

Physical Demands: Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods of time.

Travel Requirements: This position requires up to 25% travel. Will include international travel.

Expected Hours of Work: This is a full-time position, and business hours are Monday through Friday, 8:00 a.m. to 5 p.m. Longer hours, evenings and weekend work will be necessary frequently.

​Main Street Renewal is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.