Director, Owner Experience

Overview

The Director of Owner Experience owns the end-to-end ownership journey across the Pacaso portfolio — ensuring every owner interaction reflects a seamless, responsive, and premium experience.

This leader oversees a two-tier organization of Owner Experience Managers (regional lifecycle and retention leaders) and Owner Experience Agents (24/7 support and issue resolution). The Director is accountable for experience strategy, retention performance, resale governance, and cross-functional alignment.

This is a luxury experience, retention, and operations leadership role — not a call center position.

What You Own

Owner Experience Strategy & Lifecycle

• Define and evolve the ownership journey from post-sale onboarding through active ownership and resale
• Establish service principles aligned with Pacaso’s luxury brand and high-net-worth expectations
• Serve as the executive steward of the owner voice across the organization
  
  

Organizational Leadership

• Lead and develop a team of Owner Experience Managers and Agents
• Ensure clear role differentiation:
• Managers: regional relationship ownership and retention strategy
• Agents: 24/7 intake, issue resolution, and in-stay support
• Build hospitality-grade training, coaching, and quality standards
• Drive performance through measurable expectations and accountability

Retention, Utilization & Owner Health

• Own portfolio-level retention and engagement strategy
• Define leading indicators of churn risk and utilization gaps
• Implement proactive intervention frameworks to protect long-term owner value
• Partner with Sales on resale prevention and transition strategy

Resale Strategy & Transaction Oversight

• Own the strategy and governance for resale listings across the Pacaso portfolio
• Establish pricing frameworks, listing standards, and share positioning guidance in partnership with Sales
• Ensure Managers are equipped to advise owners on resale pricing, timing, and expectations
• Oversee resale workflows, contract execution standards, and transition coordination
• Protect brand integrity and owner sentiment throughout resale and offboarding
  
  

Service Delivery & Operational Excellence

• Oversee 24/7, multi-channel service delivery across phone, chat, text, email, and AI-supported channels
• Define SLAs, escalation standards, and resolution frameworks
• Ensure peak-season and crisis response models protect owner trust
• Balance operational efficiency with luxury service standards
  
  

Asset Management & Field Partnership

• Define and formalize workflows between Owner Experience (relationship & communication) and Asset Management (field execution & home readiness)
• Ensure clear accountability from intake → field execution → resolution
• Own communication, follow-through, and service recovery; partner with Asset Management on physical remediation
• Eliminate friction between owner expectations and on-the-ground delivery

Performance, Systems & Governance

• Own key metrics including CSAT, retention, utilization, escalation trends, and resolution quality
• Manage budget, headcount planning, and executive reporting
• Partner with Product and Engineering to enhance CRM visibility, AI capabilities, and owner data insights
• Continuously refine workflows, tooling, and performance standards to scale the function
  
  

Ideal Profile

• 10–15+ years of leadership experience in luxury hospitality, high-end property management, private membership, luxury real estate, or comparable high-touch environments
• Director-level ownership of end-to-end client or owner experience across a long-term lifecycle
• Proven leader of a 24/7, multi-channel service organization with escalation and crisis accountability
• Experience supporting high-value clients through complex operational, financial, and ownership-related conversations
• Strong understanding of real estate listing strategy, pricing dynamics, and transaction processes, including resale coordination and contract oversight
• Track record of building hospitality-grade teams measured by satisfaction, retention, and lifetime value
• Strong operational and financial acumen; data-driven, decisive, and comfortable influencing at the executive level
• Background in brands such as Four Seasons, Ritz-Carlton, Rosewood, Aman, Inspirato, Exclusive Resorts, private residence clubs, or comparable ultra-luxury hospitality or ownership environments preferred

Compensation Estimate

• $150-170k with equity (RSU)