Stanza Living - Associate Vice President - Customer Experience

Stanza Living is looking for a Customer Experience - Associate Vice President to lead resident experience, customer satisfaction, escalation management, and service excellence across all properties and customer touchpoints.

Key Responsibilities:

- Drive end-to-end resident/customer experience strategy

- Manage customer escalations and resolution processes

- Improve CSAT, NPS, retention, and service quality metrics

- Collaborate with Operations, Sales, Product, Legal, and Support teams

- Build SOPs, service standards, and CX improvement initiatives

- Lead and mentor customer support and experience teams

- Analyze customer feedback and operational performance data