Customer Experience Solutions Specialist - Remote

Overview

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.

In Short

• 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.
• 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.
• Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.).

Requirements

• Bachelor’s degree in Business, Marketing, or a related field preferred but not required.
• 5+ years in software, operations, or Multifamily services.
• Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM.
• Deep commitment to understanding and advocating for residents’ needs, behaviors, and expectations.
• Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross-functional stakeholders.
• Experience leading without direct authority.

Benefits

• Start with 22 days of vacation, sick, and personal time.
• Enjoy 16 hours of paid volunteer time annually.
• 10 paid holidays + 1 floating holiday of your choice.
• Company 401(k) match to support your financial goals.
• Comprehensive medical, dental, and vision plans.
• Paid family leave for maternity, paternity, and adoption.
• 24/7/365 telehealth access.
• Wellness incentives for taking care of your health.
• Education reimbursement for continued learning.
• Access to savings at over 1 million retailers and Hawthorne guest suite discounts.