Pacaso

Director – Owner Experience

Pacaso

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $150,000 - $170,000 per year

Job Level

Lead

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Define and formalize workflows between Owner Experience (relationship & communication) and Asset Management (field execution & home readiness).
  • 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.

Requirements

  • 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.
Benefits
  • Competitive salary and stock options.
  • Unlimited, flexible PTO for exempt employees.
  • Excellent medical, dental and vision insurance.
  • Sponsored memberships to One Medical, Ginger and Carrot.
  • 401(k) to help you save for the future.
  • Paid maternity and paternity leave.
  • Generous home office stipend and monthly cell phone reimbursement.
  • Quarterly remote team building events and L&D opportunities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
owner experience managementservice deliverycrisis managementpricing strategycontract oversightperformance measurementdata analysisworkflow optimizationbudget managementexecutive reporting
Soft Skills
leadershipcommunicationrelationship managementoperational efficiencydecisivenessinfluencingcoachingteam developmentcustomer serviceproblem-solving