Owner Experience Manager

The Owner Experience Manager is the primary lifecycle owner for Pacaso owners within a defined region, responsible for driving satisfaction, engagement, retention, and value realization across their portfolio.

Operating as a strategic account manager, this role serves as the consistent, relationship-driven point of contact throughout the ownership journey — from post-sale onboarding through active ownership, optimization, and resale advisory.

By developing deep familiarity with their regional homes and owners, the Owner Experience Manager builds trusted relationships, anticipates risk, and protects long-term retention and brand integrity.

Core Responsibilities

Regional Portfolio & Lifecycle Ownership

Manage a defined portfolio of owners within a specific region

Serve as the primary relationship owner and strategic point of contact

Own the transition of new owners from Sales into the regional portfolio

Guide onboarding, first-stay milestones, and expectation setting

Develop deep knowledge of regional homes, owner preferences, usage patterns, and sentiment

Act as the internal advocate for assigned owners across the organization

Engagement, Utilization & Retention Strategy

Monitor engagement, utilization, and owner health across the regional portfolio

Proactively intervene when risk indicators emerge (declining usage, negative feedback, low engagement)

Lead consultative retention conversations focused on long-term value realization

Advise owners on calendar strategy and usage optimization based on demand trends and availability patterns

Identify friction points early and coordinate cross-functional solutions to protect loyalty and satisfaction

Resale Advisory & Transaction Coordination

Serve as the primary advisor for owners considering resale within the region

Conduct retention-focused discovery while providing informed guidance on resale timing and expectations

Advise on share pricing in partnership with Sales/Acquisitions

Partner with Sales/Marketing to prepare listings and align on transition strategy

Coordinate resale workflows, documentation, and contract execution processes

Partner with Sales to maintain proactive communication throughout the transaction to ensure a seamless and positive transition

Protect owner sentiment and brand integrity through offboarding

Cross-Functional & Tier Partnership

Partner closely with Owner Experience Agents (first line of defense for owner inquiries) to ensure seamless escalation, communication continuity, and relationship alignment

Provide strategic context and guidance to support issue resolution and protect owner sentiment

Collaborate with Asset Management, Sales, and Accounting to align communication and execution across the ownership journey

Maintain accountability for owner outcomes even when issues are escalated or executed by other teams

Ideal Background

5+ years in luxury hospitality, high-end real estate, private membership, or premium client services

Lives within driving distance of Lake Tahoe

Experience managing high-value client relationships across a full lifecycle

Strong consultative, retention, and conflict-resolution skills

Working knowledge of real estate pricing dynamics and transaction processes

Comfortable discussing calendar usage, financial reporting, and ownership transitions

Highly proactive, strategic, and relationship-oriented

Able to manage a regional portfolio with accountability for engagement, retention, and resale outcomes