Customer Experience Solutions Specialist | Hawthorne Residential Partners
Location: Remote
Customer Experience Solutions Specialist | Position Summary
The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms and CX programs. This position enhances the resident experience and improves operational efficiency across our communities. Leveraging expertise in multifamily technology, data-driven insights, and technical acumen, this role optimizes customer-facing platforms to deliver a superior, people-first resident journey. Additionally, this role helps shape Hawthorne’s voice of customer programs, CRM, survey strategies, and reputation management platforms.
Customer Experience Solutions Specialist | Job Functions
Product Strategy
- Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency.
- Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features.
- Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout
- Translate operational and customer needs into clear product requirements and enhancements
- Identify opportunities to streamline workflows and improve system adoption across teams
Customer Insights
- Manage survey and reputation strategies and platforms to generate actionable CX insights.
- Drive the collection, analysis, and sharing of customer insights to shape strategy and product development.
- Monitor trends across feedback channels to proactively identify system gaps or friction points
- Partner with teams to turn insights into actionable improvements within CX platforms
Technical Expertise
- Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.)
- Develop a deep understanding of our customer-facing platforms and technology ecosystem to ensure a holistic approach to customer experience.
- Oversee system configuration, setup, and ongoing optimization
- Troubleshoot, analyze and develop CX platforms to ensure optimal performance.
- Lead, train, and participate in technology pilots that support our CX vision.
- Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms
Data & Insights
- Analyze and report on technology pilots, issues, and CX projects.
- Oversee the setup and pilots of CX technologies.
Collaboration:
- Work closely with operations, digital marketing, software, and training departments to ensure the success of product operations.
- Manage relationships with vendor partners, ensuring they meet the strategic goals and timelines.
Required Qualifications:
- Educational Background: Bachelor’s degree in Business, Marketing, or a related field preferred but not required.
- Experience: 5+ years in software, operations, or Multifamily services.
- Analytical & Technical Proficiency: Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM to translate insights into strategic action.
- Customer-Centric Mindset: Deep commitment to understanding and advocating for residents’ needs, behaviors, and expectations.
- Communication Skills: Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross-functional stakeholders.
- Cross-functional collaboration skills: Experience leading without direct authority.
Benefits That Matter
When you join our team, you’re stepping into a culture built around growth, wellbeing, and genuine care for our people. We’re committed to helping you thrive—professionally, personally, and financially.
Here’s what you can look forward to:
Personal & Financial Benefits
- Enjoy Your Time Off: Start with 22 days of vacation, sick, and personal time.
- Make an Impact: Enjoy 16 hours of paid volunteer time annually.
- Recharge & Celebrate:
- 10 paid holidays + 1 floating holiday of your choice
- 8 hours off to celebrate your birthday
- Future Planning: Company 401(k) match to support your financial goals.
- Financial Wellness Reimbursement: Resources to support your long-term financial health.
- Referral Bonuses: Earn rewards for bringing great talent to the team.
- Exclusive Discounts: Access to savings at over 1 million retailers and Hawthorne guest suite discounts.
Personal & Professional Development
- Comprehensive Onboarding: Feel supported and prepared from day one.
- Ongoing Learning: Tailored training programs to help you grow your skills and career.
- Career Pathing: Clear, defined progression opportunities.
- Hawthorne Cares Fund: Financial assistance available for unexpected emergencies.
- Celebrate Success: Participate in annual Sales Rally events and contests.
- Education Reimbursement: We invest in your continued learning.
Health & Wellness Benefits
- Medical & Vision: Comprehensive plans designed for peace of mind.
- Dental & Life Insurance: 100% company-paid coverage.
- Paid Family Leave: Maternity, paternity, and adoption leave so you can focus on what matters most.
- 24/7/365 Telehealth Access: Connect with doctors anytime, anywhere.
- Wellness Incentives: Earn rewards for taking care of your health.
- Short-Term & Long-Term Disability Plan: Added protection for life’s unexpected moments.
- Leave Bank: Additional paid time off during medical emergencies or natural disasters.
- Fitness Reimbursement: Cash toward your gym or fitness membership.
- Mental Wellness Tools: Free premium health and wellness subscriptions (a $450 value).
- New Parent Perk: One year of free diapers for growing families.*
About Hawthorne
Hawthorne Residential Partners is a leading multifamily real estate management company headquartered in Greensboro, NC. We are proudly ranked among the Top 50 largest multifamily management companies in the United States, managing more than 64,000 apartment homes across 275+ properties and overseeing $12.5+ billion in assets throughout the Southeast, Florida, and Texas.
Hawthorne is nationally recognized for operational excellence and resident satisfaction and is currently ranked #1 in resident satisfaction among NMHC Top 50 Managers, holding the highest score of any Division I management firm in the country. Guided by our “Live It” culture to leave people better than we found them, we are committed to delivering exceptional living experiences through thoughtful execution and strong performance at every level of the organization.
Hawthorne is an equal opportunity employer.
Skills Required
- 5+ years in software, operations, or Multifamily services
- Bachelor's degree in Business, Marketing, or a related field
- Skilled in data analysis, with technical knowledge of CX platforms and operational systems
- Excellent written and verbal communication skills
- Experience leading without direct authority
What We Do
Hawthorne Residential Partners was founded by Ed Harrington, Shoff Allison, and Samantha Davenport. All have been friends and co-workers for years and share the same principles, desire, and entrepreneurial drive that have shaped the trio of services offered: property management, acquisitions, and development. Phil Payonk joined Hawthorne as Chief Investment Officer and Principal in 2010. The team of original owners has known Phil for many years and worked with Phil while he was in the lender servicing industry. Today, Hawthorne's portfolio consists of more than 51,000+ units across 200+ communities. Hawthorne's rapid growth since the company's inception in early 2009 can be attributed to the strong network of friends and business associates developed over many years. Hawthorne's President, Samantha Davenport, states, "The passion and commitment to exceed our residents, employees, and clients expectations is exuded throughout our company." The company's motto is "Live The Difference." The "Live It" commitment is evident throughout the company's culture. "Live It" represents the company's commitment to superior customer service to our residents, teammates, and clients.
