Director of Resident Experience

What You’ll Do: The Director of Resident Experience is the steward of how our communities look, feel, and serve our residents every day, at every property. This corporate, field-forward leader ensures our standards for curb appeal, cleanliness, hospitality, and resident services are consistently executed across our growing portfolio. In this newly created role, you will spend 50-75% of your time in the field, partnering with onsite teams and Operations leadership to translate expectations into daily habits that residents and clients can see and feel.

Where You’ll Work: In this role, you’ll immerse yourself across the Coastal Ridge Real Estate portfolio of communities throughout the United States on a rolling basis. Travel will account for approximately 50–75% of the role, with the remaining time based out of our Columbus, OH headquarters.

What You’ll Own:

• Own portfolio-wide expectations for community presentation, hospitality, and resident experience, ensuring consistent execution across all properties.
• Define, document, and evolve clear standards for curb appeal, cleanliness, community presentation, readiness, service behaviors, and hospitality expectations.
• Conduct regular site visits, walk-throughs, and experience audits to evaluate compliance with established presentation, cleanliness, and hospitality standards across curb appeal, common areas, amenity spaces, models, leasing offices, and resident-facing interactions.
• Leverage audits, observations, resident feedback, online reviews, and survey data to identify trends, prioritize risks, and recommend improvements to Operations and leadership.
• Support and reinforce hospitality-focused training tied directly to standards, audits, and real-world execution in the field.
• Partner with Operations teams to close gaps through coaching, clear feedback, follow-up expectations, and corrective action plans when standards are not met.
• Ensure residents have a consistent, on-brand experience regardless of market, asset type, or team.
• Other duties and projects as directed and assigned.

What You’ll Bring:

• Bachelor’s degree or equivalent job-related experience required. Degree in Real Estate, Property Management, or Hospitality preferred.
• 7+ years’ experience managing luxury Class A communities within multifamily or student housing industry is preferred, including experienced as a Regional Property Manager or equivalent. Consideration will be given to transferable industries (e.g., hospitality or retail)
• Experience with Entrata, AIRM or other property management software strongly preferred.
• Must have a valid driver’s license and reliable transportation.
• Must have or be willing to obtain all licenses and/or certifications as required by State and Local jurisdictions.

Who You Are:

• A hospitality-minded leader with a high bar. You believe details matter and hold teams accountable through clarity, consistency, and coaching.
• A field-forward influencer. You gain credibility and buy-in by being on-site and partnering with teams to turn expectations into day-to-day execution.
• Standards-driven and direct. You set clear expectations, audit execution, and hold teams accountable to presentation, cleanliness, and service standards in a fair and consistent manner.
• A strategic builder. You bring an executive mindset and are comfortable creating – establishing and enforcing portfolio-wide hospitality standards, building programs, and optimizing for scalability across a growing portfolio of assets.

Our Company: Built on the foundation of over 20 years of friendships, Coastal Ridge is a vertically integrated multifamily real estate operator, investor, and developer whose unique approach successfully combines data and experience. Supported by over 800 real estate professionals with deep sector expertise, we have quickly grown into a leader in the multifamily industry. Our values are based on relationships and driven by honesty, integrity, and trust.

What You’ll Get: As a Coastal Ridge Real Estate associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. We are committed to providing competitive and comprehensive benefits that align with our culture and the needs of our associates.