Resident

Customer Success Manager

• Build and schedule email campaigns across multiple brands by following and/or creating calendars, briefs, and related documentation
• Support execution of promotional and seasonal campaigns tied to key business moments
• Write and/or edit email copy as needed, including subject lines, preheaders, and body copy updates, while adhering to brand voice and guidelines
• Partner with the creative team to request and coordinate assets required for campaigns
• Own end-to-end QA to ensure accuracy across copy, links, images, targeting, personalization, send timing, and related requirements
• Maintain strong campaign organization, including naming conventions, documentation, and calendar updates
• Monitor sends and proactively flag issues or risks
• Support basic segmentation setup and other email-adjacent needs as required, including setting up promotional codes for campaigns
• Support reporting on email performance by using established Looker dashboards to pull requested data and summarize campaign results

CRM Specialist

Vice President

• Define and own the product vision and strategic roadmap for the Digital Product organization in alignment with Resident’s business objectives and growth priorities.
• Spearhead the development of innovative internal applications and data products that create a competitive edge.
• Lead product planning and delivery practices across cross-functional teams to ensure high-quality releases that drive measurable business impact.
• Lead and grow a world-class product design function, delivering intuitive user interface designs built on a modular, reusable design system.
• Champion a customer-centric, data-driven approach across discovery, design, experimentation, and delivery.
• Operationalize frameworks for prioritization that balance customer insights, business value, risk, and technical debt.
• Define and own key product success metrics (e.g., conversion, AOV, LTV) and establish clear visibility into performance.
• Drive rapid experimentation and data-informed decision making to continuously improve product outcomes.
• Build, mentor, and scale a world-class product organization including Senior Product Leaders, Product Managers, Product Designers, and associated roles.
• Foster a culture of innovation, outcome-orientation, collaboration, and continuous learning.
• Develop product management career frameworks and strengthen cross-functional collaboration practices.
• Partner with Engineering leadership to optimize delivery processes and ensure architectural alignment with product goals.
• Work with Brand, Marketing, Customer Success, Ops, and Data to translate market & customer insights into impactful product outcomes.
• Regularly communicate product strategy, progress, risks, and outcomes to executive leadership and broader organization.
• Serve as a product thought leader within the company, key partners and external forums as appropriate.

Vice President of Product

Growth Marketing

• Develop and execute growth strategies to drive new customer acquisition across Reddit, Facebook Groups, and other digital platforms.
• Lead the execution of branded community spaces, ensuring alignment with overall brand strategy.
• Experiment with and optimize various growth channels and tactics to achieve measurable results.
• Monitor and engage with online communities to foster brand loyalty and advocacy while maintaining brand integrity.
• Create and test compelling content and campaigns that resonate with our target audience and drive engagement.
• Identify and collaborate with influencers and key community members to amplify our reach and impact.
• Analyze performance data and metrics to inform decision-making and optimize growth strategies.
• Stay ahead of industry trends and best practices in growth hacking and digital marketing.
• Work closely with cross-functional teams, including product, engineering, and customer service, to align growth initiatives with overall business goals.

Growth Manager, Organic Social

Customer Support

• Serve as a primary point of contact for customer inquiries, including more complex or escalated issues, across phone, chat, SMS, and email channels.
• Resolve customer concerns related to orders, shipping, and products by applying established policies and procedures.
• Provide proactive outreach to customers regarding order status, shipping delays, backorders, or delivery exceptions, using clear and empathetic communication.
• Escalate issues appropriately when needed to ensure timely and accurate resolution.
• Monitor and track customer orders from purchase through delivery to ensure accuracy and timely fulfillment.
• Partner with Operations and Logistics teams to help investigate fulfillment errors, carrier delays, or order discrepancies.
• Identify recurring order or shipping issues and share observations with the broader team to support continuous improvement.
• Assist in ensuring high-priority customer orders are addressed promptly and effectively.
• Support ticket triage and prioritization to help meet service-level goals and response-time expectations.
• Contribute to the development and maintenance of internal documentation, FAQs, and knowledge base resources.
• Track customer communication trends and flag recurring issues or themes to Customer Experience leadership.
• Collaborate cross-functionally when issues require coordination across teams.
• Actively participate in team meetings, discussions, and knowledge-sharing sessions.
• Contribute positively to team culture by collaborating with peers, sharing insights, and supporting collective goals.
• Work independently on assigned responsibilities while remaining engaged, communicative, and responsive as part of a distributed team.
• Share feedback and suggestions to help improve customer workflows, tools, and communication practices.

CRM Specialist

Vice President of Product

Growth Manager, Organic Social

Customer Care Representative