Vice President, Resident Engagement

What You'll Do: Lead the resident experience strategy for a large NYC community across 100+ buildingsOversee a high-volume call center and resident relations team, ensuring consistent, empathetic servicePersonally manage sensitive escalations, resolving issues with diplomacy and careCollaborate with senior leadership to streamline operations, introduce new technologies, and improve service deliveryAlign and update standard operating procedures across departments to ensure consistency and excellenceUse resident feedback and NPS data to drive continuous improvement and new initiativesSupport lifestyle programming that builds community, including events, wellness, and recreationFoster a culture of accountability, collaboration, and high performance across all touchpointsWho You AreYou have 10+ years of experience leading large, cross-functional teams in property management, hospitality, or a similar industryExperienced in managing complex issues, including emergencies and high-pressure escalationsComfortable working with elected officials, tenant associations, and a diverse resident populationKnown for your ability to coach, motivate, and build morale in fast-paced, high-stakes environmentsDeeply familiar with NYC housing regulations or similar high-regulation markets A calm, solutions-oriented communicator who thrives in dynamic, people-first organizationsDiscreet and professional, with a low public profile and a strong sense of integrityWhat Success Looks LikeResidents feel heard, respected, and supported, with measurable improvements in satisfaction and trustYour team is engaged, empowered, and consistently delivering high-quality serviceOperational workflows are more efficient, with faster response times and fewer escalationsStrategic goals are met through clear roadmaps and strong cross-functional alignmentThe company's reputation for resident care and community impact continues to growYou are seen as a trusted leader, advisor, and culture carrier within the organizationSalary Range: $200,000 – 225,000 annually, based on experienceGainor 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.