Hawthorne Residential Partners

Art Director

• The Creative Manager plays a key role in bringing the Hawthorne brand to life across our portfolio.
• Leads the planning, coordination, and execution of creative and marketing projects while also contributing directly to design and content development.
• This role ensures projects are delivered on time, on brand, and reflective of Hawthorne’s mission.
• From campaign concepts to community-level materials, ensures every detail is thoughtful, consistent, and impactful.
• Act as creative design lead for marketing graphics and illustrations.
• Execute design work across a variety of formats, including digital campaigns, social media content, print collateral and signage, email and promotional materials.
• Translate marketing and brand strategy into visually compelling, on-brand creative.
• Provide creative direction across projects, ensuring a cohesive visual and storytelling approach.
• Manage the full lifecycle of creative projects—from intake and briefing through final delivery.
• Develop and maintain project timelines, workflows, and deliverables.
• Ensure projects are completed on time, on brand, and aligned with marketing priorities.
• Review and approve creative deliverables to ensure accuracy, quality, and brand alignment.
• Manage and maintain internal creative asset management systems, ensuring all assets are organized, accessible, and up to date.
• Establish and enforce standards for file naming, version control, and asset organization.
• Oversee the lifecycle of creative assets, ensuring teams are using the most current, approved materials.
• Partner with teams to streamline asset access and improve efficiency across marketing and on-site teams.
• Collaborate with leadership to align creative initiatives with broader marketing and brand strategy.
• Partner with Corporate and Community Teams to meet creative goals while maintaining brand consistency.

Creative Manager

Customer Support

• 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.
• 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.).
• 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.
• Analyze and report on technology pilots, issues, and CX projects.
• Oversee the setup and pilots of CX technologies.