Description
A dynamic residential real estate company is transforming what it means to feel at home in New York City. With a strong emphasis on cultural responsibility, sustainability, and human connection, it creates spaces where people can live, grow, and belong. The Vice President of Resident Engagement will drive strategic initiatives that enhance satisfaction and community engagement across a large multi-family portfolio in NYC!
What You’ll Do
- Lead the resident experience strategy for a large NYC community across 100+ buildings
- Oversee a high-volume call center and resident relations team, ensuring consistent, empathetic service
- Personally manage sensitive escalations, resolving issues with diplomacy and care
- Collaborate with senior leadership to streamline operations, introduce new technologies, and improve service delivery
- Align and update standard operating procedures across departments to ensure consistency and excellence
- Use resident feedback and NPS data to drive continuous improvement and new initiatives
- Support lifestyle programming that builds community, including events, wellness, and recreation
- Foster a culture of accountability, collaboration, and high performance across all touchpoints
Who You Are
- You have 10+ years of experience leading large, cross-functional teams in property management, hospitality, or a similar industry
- Experienced in managing complex issues, including emergencies and high-pressure escalations
- Comfortable working with elected officials, tenant associations, and a diverse resident population
- Known for your ability to coach, motivate, and build morale in fast-paced, high-stakes environments
- Deeply familiar with NYC housing regulations or similar high-regulation markets
- A calm, solutions-oriented communicator who thrives in dynamic, people-first organizations
- Discreet and professional, with a low public profile and a strong sense of integrity
What Success Looks Like
- Residents feel heard, respected, and supported, with measurable improvements in satisfaction and trust
- Your team is engaged, empowered, and consistently delivering high-quality service
- Operational workflows are more efficient, with faster response times and fewer escalations
- Strategic goals are met through clear roadmaps and strong cross-functional alignment
- The company’s reputation for resident care and community impact continues to grow
- You are seen as a trusted leader, advisor, and culture carrier within the organization
Salary Range: $200,000 – 225,000 annually, based on experience
Gainor is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Gainor are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, creed, sex, sexual orientation, gender (including gender identity and expression), age, national origin, immigration status, marital or familial status, citizenship status, ancestry, physical or mental disability, genetic information, reproductive health decision making, veteran or military status, or any other characteristic or status protected under applicable federal, state, or local law.
