Overview
The Michaels Organization is a national leader in residential real estate offering full-service capabilities in development, property management, construction, and investment. At Michaels, our teammates strive to fulfill our promise of creating communities that lift lives – ones that jumpstart housing, education, civic engagement, and neighborhood prosperity. With this passion at the forefront of our business, Michaels teammates can be proud to be a part of the extraordinary, every day.
The Senior Manager of Residential Training and Customer Experience is responsible for driving a cultural transformation that places the resident at the center of all operations. This role will champion a "service-first" mindset across the organization while reviewing and updating leasing processes for Affordable, Military, Market Rate, and Student housing sectors. By overseeing organizational quality programs, analyzing site shop data, and leading high-impact training events, this leader will ensure that a consistent, empathetic, and high- quality customer experience culture is embedded in every team—from new hires to Regional Leaders.
Responsibilities
Leasing Process Optimization: comprehensive review and creation of “The Michael Way” of leasing. Update of leasing policies and leasing sales procedures focused on Affordable followed by Military, Market Rate, and Student portfolios to ensure site teams are compliant and efficient with leasing processes but also designed to reduce friction for the prospect and resident.
Training & Development: Lead and facilitate training events for new teammates, Regional Leaders, and existing teams. Ensure all training curriculum—technical and soft skills—reinforces the CX culture and brand standards.
Quality Assurance & Site Shops: Create and oversee the quality assurance program, including the coordination and analysis of reviews, site shops, and surveys. Use these insights to coach teams, mitigate fair housing risk and validate that the CX culture is being executed consistently in the field.
CX Culture Leadership: Define, develop, and promote a unified Customer Experience (CX) culture that aligns with The Michaels Organization’s mission to "Lift Lives." Drive initiatives that shift the organizational mindset from transactional leasing to relationship-based resident engagement.
Voice of the Customer Strategy: Implement feedback loops (surveys, reviews) to capture resident sentiment. Translate this data into actionable cultural insights and training opportunities to continuously improve the resident journey.
Cross-Functional Collaboration: Partner with Operations, Marketing, and HR to ensure that recruitment, onboarding, and operational goals support and sustain the desired service culture.
Qualifications
Required Experience:
- Minimum of 5-7 years of experience in property management or customer experience leadership.
- Demonstrated success in building or transforming organizational culture within a service industry.
- Experience with diverse housing sectors (Affordable, Military, Market Rate, Student) is highly preferred.
- Proven track record in developing and delivering training programs.
Required Education/Training:
- Bachelor’s degree in Business, Hospitality, Communications, or related field.
- Certifications in Customer Experience (e.g., CCXP) or Property Management (e.g., CAM, ARM) areadvantageous.
Required Skills and Abilities:
- Change Management: Ability to influence others and drive cultural adoption across a geographically dispersed organization.
- Empathy & Emotional Intelligence: Strong ability to teach and model empathetic communication and conflict resolution.
- Data Analysis: Ability to interpret customer satisfaction metrics (NPS, CSAT) and leasing data to drive strategy.
- Public Speaking: Engaging presenter capable of motivating teams and delivering compelling training sessions.
Working Conditions:
- This position requires travel to lead in-person cultural workshops and training events.
- Collaborative office environment with frequent engagement with on-site property teams.
Salary Range Information:
The range displayed on each job posting reflects the targeted base salary for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Rewards & Benefits:
We know Michaels’ promise of lifting lives starts with our teammates, so making sure every single teammate is happy, healthy, and set up for a successful future is important to us. As part of our team, you will enjoy a competitive wage, a comprehensive benefit package which includes Medical, Dental, Vision, prescription, etc., generous paid time off, a 401 (k) plan with a company match, and so much more. We believe in education – and in taking care of our own – so as an added incentive your children will be able to apply for the Michaels Employee Scholarship Program.
Help make the world a better place in a team-oriented environment.Grow with our organization through various professional development opportunities.Collaborate and thrive in a company culture where all are welcome
Michaels teammates make a difference in the lives of residents, colleagues, and the communities where we live and work every day. To learn more about the total rewards we offer please visit our website.
Come join our team. You’re going to love it here!
Salary Range
TBD
