About the Opportunity
Our client is a well-regarded Real Estate firm in NYC that is seeking an experienced General Manager of Customer (Resident) Services to lead and elevate their resident experience operations. This individual will play a critical leadership role overseeing multiple resident-facing departments, driving service excellence, and ensuring alignment with the firm’s broader operational and financial goals. The ideal candidate is a strategic people leader with a strong background in resident or guest services, a proven ability to resolve high-level escalations with professionalism and empathy, and a passion for cultivating high-performing teams. This role requires a combination of operational acumen, financial oversight, and a deep commitment to delivering exceptional resident satisfaction.
The annual base salary range is $180,000 to $225,000. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things. Details about eligibility for bonus compensation (if applicable) will be finalized at the time of offer.
Job Responsibilities
- Lead and support a team of 20+ employees across multiple resident-facing departments, ensuring that each group is aligned with broader organizational goals. This includes mentoring team members, providing clear direction, and creating development plans to foster growth and performance across all levels
- Manage and resolve escalated resident concerns with professionalism and empathy, acting as the final point of contact for complex or sensitive issues. Develop resolution strategies that de-escalate tension, reinforce resident trust, and reflect a commitment to exceptional service
- Oversee departmental budgeting and identify opportunities to enhance overall financial performance, including cost-efficiency initiatives, resource allocation strategies, and revenue-generating programs. Collaborate with finance and leadership teams to ensure alignment between service goals and fiscal accountability
- Serve as a trusted and visible leader to employees, creating a positive and inclusive work environment that empowers individuals and promotes team success. Develop and implement initiatives aimed at improving employee engagement, reinforcing company values, and cultivating a high-performance culture
Job Requirements
- 10+ years of experience in a leadership position
- Candidates from Real estate or hospitality will be considered
- Bachelor’s Degree preferred
