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Evernest · 5 days ago

Owner Experience Manager

United States

Full-time

Remote

Mid Level

$75K/yr - $95K/yr

Evernest is a full-service real estate and property management company with a national presence and an outstanding reputation. The Owner Experience Manager serves as the trusted point of contact for property owner clients, ensuring a seamless and exceptional experience while managing financial stability and communication across a portfolio of properties.

ConsultingProperty ManagementReal Estate

Responsibilities

White-Glove Leadership

Serve as a warm, high-touch point of contact for property owners, ensuring seamless communication and top-tier service across all touch points

Anticipate questions, concerns, or emotional triggers (especially around cash flow impacts) based on client nuance and proactively address them

Financial Stability

Monitor owner cash flow concerns, financial gaps, delayed payments, abnormal variances, or pending charges that may cause friction

Collaborate with PMs and Assistant PMs to ensure all financial workflows (statements, invoice approval, billbacks) are accurate, timely, and transparent

No surprises. No mystery expenses. No unexplained delays

The Service Captain

Translate complex operational or financial issues into clear, simple explanations that owners understand, while ensuring the client never feels the burden of internal complexity

Direct and support Assistant PMs in executing backend work with speed and consistency

Serve as an escalation for complex or sensitive issues—especially those involving finances, maintenance delays, legal/tax matters, or tenant conflict

Portfolio Insights & Experience Strategy

Monitor satisfaction trends, recurring friction points, communication delays, and operational patterns that affect owner trust

Provide qualitative and quantitative feedback from owners to shape service design, product improvements, and SOP enhancements

Track KPIs including NPS, response times, and issue resolution speed

Drive accountability with PMs and Assistant PMs to maintain clear client updates and timely task execution

Qualification

Client service experienceFinancial acumenHigh emotional intelligenceMulti-stakeholder coordinationProject managementData-driven mindsetExposure to real estateHandling VIP accountsCommunication skillsCalm under pressure

Required

High emotional intelligence and interpersonal skills

Experience in high-touch client service environments (hospitality, private equity, wealth management, luxury retail, high-end concierge, travel services, etc.)

Proven ability to remain calm and professional under pressure

Strong written and verbal communication skills

Data-driven mindset and comfort with financial concepts

Project management or workflow coordination experience

Exposure to real estate, leasing, construction, or finance

Background handling VIP or high-stakes accounts

Multi-stakeholder coordination experience (internal + external parties)