Amherst
Amherst is a financial services and technology company that helps investors invest in US real estate
Austin, TX

Vice President, Central Operations - Resident Experience at Amherst

| Austin
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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.

Our full-time employee benefits include:

  • A competitive compensation package, annual bonus, 401k match
  • Flexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day
  • Employer-paid benefits (medical, dental, vision, health savings account)
  • Professional career development and reimbursement
  • Up to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave
  • Backup childcare offered through Bright Horizons
  • Relaxed casual environment with virtual office events

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.

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Where we are

Austin at our HQ with beautiful views of Lake Austin in a modern office as well as our second office in the top floor of the Frost Tower downtown

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • HadoopFrameworks
    • JupyterFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • HadoopDatabases
    • FigmaDesign
    • InVisionDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM
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What are Amherst Perks + Benefits

Amherst Benefits Overview

Competitive compensation + annual bonus
Generous & Flexible PTO, paid holidays, paid volunteer time off
Flexible work from home option
Medical, Dental, Vision, LTD, Life, EAP,
401K with matching benefits
Employee Referral Program
16 weeks Maternity/4 weeks Paternity
Career Development/Advancement

Culture
Volunteer in local community
The Amherst Foundation supports numerous initiatives in areas where we live and work, with a targeted focus in education, social services, medical research, and the health and welfare of our community
Friends outside of work
Eat lunch together
Intracompany committees
Amherst has established the Amherst People Council focused on Engage, Grow and Give to promote employee engagement such as Affinity Groups, Career Growth and Mentorship and Philanthropy events.
Daily sync
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Amherst provides unconscious bias training to all employees
Hiring Practices that Promote Diversity
We are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender identity, age or disabilities.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Acme Co. provides employees with a 401(k) matching plan managed by [provider]. We match 4% of contributions up to $5,000 of an employee's annual gross pay.
Performance Bonus
Amherst has a discretionary annual bonus program based on performance.
Child Care & Parental Leave Benefits
Child Care Benefits
Amherst provides Backup child care assistance.
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Amherst also provides 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Amherst provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
Amherst sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Amherst employees receive between 20 and 30 days per year of paid time off based on years of service.
Paid Volunteer Time
Our employees receive 8 hours per year of paid volunteer time.
Paid Holidays
Perks & Discounts
Casual Dress
Free Daily Meals
Full-time in-office employees receive a monthly meal stipend through local delivery
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
We offer relocation assistance depending on location and position.
Home Office Stipend for Remote Employees
Amherst provides a monthly stipend for remote employees.
Professional Development Benefits
Job Training & Conferences
Amherst offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Amherst hosts lunch and learn meetings weekly.
Promote from within
Time allotted for learning
Amherst. allows employes to set aside 50% of working hours for learning.
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Competitive compensation and bonus program. Flexible PTO. Health, vision, dental and long term disability coverage. Paid maternity/paternity leave. Attractive office space. Training certification assistance. Monthly birthday celebrations. Casual work environment with regular team-building outings.

An Insider's view of Amherst

What’s the vibe like in the office?

Something worth bragging about is our newly opened office in the Frost Tower, featuring one of the best views of downtown Austin, cutting-edge IT equipment, a well-stocked employee lounge, and state-of-the art infrastructure to host clients and facilitate cross-divisional team collaboration.

Kate

Vice President, Capital Management

What projects are you most excited about?

One of the coolest projects I worked on was the automation and integration of the Concur, Yardi, and Workday systems. Before, employees followed a very time-consuming process for filing expense reports. Integrating these systems simplified the process and saved the Company time and money. It was great to share that news with my fellow team members.

Nick

Assistant Controller - Shared Services

How has your career grown since starting at the company?

I have developed a robust knowledge of the single-family rental world and am part of the roundtable of leaders that continues to help the Company evolve through process improvement and execution. Having a voice that is heard and respected is what I always look for when maintaining a career with a company.

Lori

Vice President, Property Management

How do your team's ideas influence the company's direction?

My team is expected to create new IP (Intellectual Property) through innovation in software, hardware, workflow process and data. Our goal is to build franchise value/shareholder value, solve difficult problems through creative solutions, and improve over-all efficiency that in turn makes life easier for all of Amherst

Todd

Chief Technology Officer

How do your team's ideas influence the company's direction?

We use data to drive our innovations and decisions. As part of the modeling team, I study huge amounts of data, build models, and provide analysis and market signals. Our team never ceases to find ways to improve upon our work. That helps us produce market analyses that are months ahead of our competitors.

Thu

Staff Financial Data Scientist

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