Senior Director Resident Services

The Senior Director Resident Services leads Progress Residential's resident-contact organization, overseeing a tiered operating model focused on care, case management, and advocacy. This role is responsible for driving the transformation toward an AI-enabled service model, optimizing self-service adoption, and improving overall service performance and resident satisfaction. The position also involves managing workforce operations, reducing escalation volumes through root-cause analysis, and fostering a culture of continuous improvement and talent development.