Position Title: Director of Resident Experience Location: Brooklyn, NY Compensation: $150k+ Company Overview We are a leading residential real estate firm specializing in the management of high-end luxury properties across New York City. Our focus is on delivering five-star living experiences through exceptional service, hospitality-driven operations, and thoughtfully curated amenities that enhance modern urban living. Position Overview We are seeking a dynamic and service-driven Director of Resident Experience to lead all resident-facing functions and cultivate a hospitality-first culture across the property. This individual will be responsible for ensuring every touchpoint — from doormen and concierge to porters and amenity staff — aligns with a white-glove standard of excellence. This is a senior leadership role, ideal for someone with a background in hospitality, luxury residential, or high-end lifestyle operations. The Ideal Candidate You are a proactive leader who understands how to build community, train staff in elevated service delivery, and ensure every resident feels prioritized, welcomed, and valued. You thrive in fast-paced environments and hold yourself and others to the highest standards of professionalism and warmth. Key Responsibilities Champion a five-star hospitality culture across the entire property

Supervise and train building staff (concierge, front desk, doormen, porters, amenity personnel) to deliver elevated service

Act as the primary liaison for resident experience, responding to inquiries, concerns, and service requests with care and urgency

Develop and enforce resident engagement standards and service protocols

Collaborate with property management to ensure all building functions align with brand-level service expectations

Create and oversee resident welcome programs, feedback loops, and satisfaction tracking

Assist in planning lifestyle programming and partnerships to enhance the community atmosphere

Serve as a brand ambassador for the property, representing the building with professionalism and warmth at all times

Qualifications (Must-Haves) 5+ years in luxury hospitality, high-end residential management, or service leadership

Strong team leadership and staff training experience

Impeccable communication and interpersonal skills

Detail-oriented, proactive, and highly organized

Experience managing service standards, SOPs, and resident satisfaction programs

Ability to work evenings or weekends as needed for resident events or special situations

Why Apply Work in an environment that values innovation, hospitality, and excellence

Competitive compensation package with full benefits

Play a pivotal role in shaping a best-in-class resident experience

Email resumes to yanky@maiplacement.com