Homeowner Relations Manager

Job Responsibilities

• Lead the Homeowner Services function, establishing service standards, managing workflows, and ensuring timely completion of inspections, follow-ups, and homeowner requests.
• Manage the Homeowner Services team, including scheduling, training, timekeeping, goal setting, coaching, and performance oversight.
• Develop and maintain operational procedures for inspections, reporting, communication protocols, and service-loop closure.
• Maintain oversight of pillow counts, unit amenities, inventory standards, and historical revenue data used for program optimization.
• Coordinate efforts with maintenance, housekeeping, owner accounting, and rental operations to support seamless service delivery.
• Oversee vendor relationships tied to bulk buy programs, unit upgrades, and service contracts.
• Manage the damage claim process in accordance with established SOPs, including documentation and follow-through.
• Support and lead initiatives to grow the rental management program, including unit recruitment, upgrade facilitation, and realtor partnerships.
• Provide regular reporting to leadership on homeowner trends, unit quality, operational performance, and program needs.
• Develop, implement, and manage budgets, staying within parameters and identifying opportunities for financial growth or savings.

Requirements

• College Degree or equivalent experience preferred.
• 4-5 years in Customer Relations or Customer Service leadership role preferred.
• Highly proficient in leadership and communication skills.
• Ability to manage multiple priorities across field and office environments.
• High attention to detail and commitment to service excellence.
• Proficient in computer skills including but not limited to Microsoft office suite.

Qualifications

None specified.

Skills

• Leadership and communication skills.
• Attention to detail.
• Service excellence.
• Computer proficiency (Microsoft Office Suite).

Benefits

• Free skiing and snowboarding privileges at Alterra resorts + Discounts on Ikon Passes!
• 401k plan available to any employee over the age of 18.
• Discounted Friends and Family Lift Ticket Vouchers.
• 30% off Snowshoe food & beverage locations (excludes alcohol), 30% off soft goods like clothes, 15% off hard goods like skis at Snowshoe owned retail locations.
• Pro Deals from some of the industry's top brands such as North Face, Darn Tough, and many many more!

Pay

$53,000 - $56,000 Salaried position.

Schedule

May require working early mornings, weekends, and holidays.