Jobs and Careers

Manager, Reputation & Customer Experience

United Statesfull_timeVerifiedPosted 29 Oct 2025

About the role

Preferred Apartment Communities is engaged in the operation of primarily Class A multifamily properties. We have developed a culture throughout our company that is designed to show respect for each other, our residents, and vendors. We believe our focus on quality, consistency, and innovation provides strong national recognition for the Preferred Apartment Communities brand. Learn more about us at https://www.pacapts.com/.

Location: Atlanta, GA or Dallas, TX (Hybrid)

About Us: Come SHINE with us. Team member experience and success comes down to four simple principles: hire well, train well, recognize and reward. Hiring is the lifeblood of any organization. We take hiring our team members very seriously. We seek to hire team members who are bright, who have great interpersonal skills, and who we believe will be an asset to the culture we have been creating at Preferred Apartment Communities since our inception. Once hired, though, it is only the beginning.

Position Summary:

The Manager, Reputation & Customer Experience is responsible for shaping and protecting the company’s reputation across both corporate and property levels. This role focuses on resident experience, sentiment analysis, and proactive outreach strategies that drive retention and brand loyalty. The ideal candidate is a strategic communicator with a passion for customer advocacy and a deep understanding of multifamily operations.

Key Responsibilities

Reputation Management

Monitor and manage corporate and property-level reputation and surveys across digital platforms including Google My Business and business listings.
Respond to/assist with responses to reviews, feedback, and inquiries in a timely and brand-aligned manner.
Partner with operations and onsite teams to resolve issues and elevate resident satisfaction.
Develop response templates, train AI and work with our third-party social media and reputation management vendor to ensure timely, on-brand responses.

Customer Experience Strategy

Design and implement resident experience touchpoints across the customer journey—from leasing to renewal.
Lead outreach initiatives that foster community engagement and retention.
Collaborate with property teams to ensure consistent and high-quality resident interactions.
Develop internal incentive programs to ensure on-site teams are responding to reviews and surveys in a timely manner.

Surveys & Research

Develop and manage resident surveys to gather actionable insights.
Analyze feedback to identify trends, opportunities, and areas for improvement.
Present findings to leadership and cross-functional teams to inform strategy.

Social Media & Listings

Oversee social media reputation efforts in collaboration with the content team.
Ensure accuracy and consistency across all business listings and online profiles.
Track sentiment and engagement metrics to inform content and outreach strategies.

Analytics and Performance

Track and report on key performance indicators (KPIs) related to reputation, retention, and resident satisfaction.
Present findings to leadership and cross-functional teams to inform strategy and decision-making.

Qualifications

7+ years of experience in customer experience, reputation management, or resident engagement.
Experience in multifamily or property management marketing strongly preferred.
Strong analytical skills and experience with survey tools and sentiment analysis.
Excellent communication and interpersonal skills.
Familiarity with platforms such as Google My Business, Yelp, and internal tools like Jostle, Engage, and SharePoint.
Ability to work cross-functionally and influence without direct authority.

Physical Requirements: