What are the responsibilities and job description for the Customer Experience Manager position at RowCal?
Customer Experience Manager
Location: remote but candidates must reside in one of the following states: AZ, CA, CO, DC, DE, FL, GA, IL, IN, LA, MA, MN, MO, NC, NH, OR, PA, TN, TX, VA, WA, and WI.
Schedule: Mon - Fri, Business Hours
About RowCal
RowCal is a fast-growing, innovative HOA and Property Management company, bringing "The Smarter Way to HOA" to thriving communities across the United States. Focused on Our Mission "To empower, enrich and elevate HOA communities and the lives of our employees who serve them", we are committed to doing things better with a can-do attitude and joyful spirit that puts HOA leaders at ease. We'll be a partner who cares, collaborates and creates the best HOA experience for a community.
Our core values of trust, innovation, fun, and growth are at the heart of everything we do. Help us transform HOA communities and make "home" extra special for the members we serve. You'll love what you do!
- Platform Implementation and Management: Lead the full implementation lifecycle of a customer experience platform—vendor selection, system integration, rollout, and continuous management.
- CX Strategy & Execution: Develop and manage CX frameworks (e.g., NPS, CSAT), design feedback programs, and map customer journeys to identify friction points and opportunities.
- Insight Development: Deploy surveys and feedback mechanisms across board, homeowner, and internal touchpoints. Build and maintain dashboards and reports to track performance and communicate findings to leadership and frontline teams.
- Cross-Functional Collaboration: Work closely with operations, client services, and technology teams to ensure feedback is translated into process improvements and enhanced service experiences.
- Customer-Centric Culture: Promote and embed a culture of continuous improvement through training, closed-loop feedback, and internal advocacy of CX principles.
- Industry Trends: Stay current on best practices and emerging technologies in CX to ensure RowCal remains at the forefront of the customer experience landscape.
- Other duties as assigned.
- Experience: Minimum of 5 years of experience in customer experience, customer success, or customer insights roles, including successful implementation and management of CX platforms (Qualtrics, Medallia, or equivalent).
- Education: Bachelor’s degree in Business, Marketing, Communications, or related field preferred.
- CX Expertise: Deep knowledge of customer experience methodologies including survey design, NPS/CSAT, journey mapping, and closed-loop feedback.
- Analytical Skills: Proficient in data analysis and deriving actionable insights from complex feedback data.
- Communication: Excellent interpersonal and written communication skills; ability to work with cross-functional teams and present findings to leadership.
- Tech-Savvy: Comfortable with modern CX tools, data visualization platforms, and remote work tools.
- Industry Experience: Experience in property management or working with HOAs is a plus.
- Ability to work on a computer and stare at a monitor screen for extended periods of time.
- Ability to participate in virtual meetings and occasional travel if needed.
Pay Range
The estimated pay for this role is $65,000 - $80,000 per year. This good faith estimate is based upon RowCal's typical starting pay range for this role. Actual pay range depends on many factors including each employee's qualifications and market conditions and is subject to change.
Benefits
In addition to offering our team members competitive pay, we offer an excellent benefits package including 401k matching, paid time off, health insurance, dental insurance and vision insurance for employees and dependents. We also offer disability insurance along with other important benefits to ensure that our workers feel respected and valued. Although we work hard, we encourage our employees to always maintain a healthy work-life balance, so they can focus on their families and pursue outside interests.
We also strongly believe in community service and in making an impact at the local level. As a RowCal employee, you'll be allotted time off each year to engage in service with one of our community service partners.
RowCal is an Equal Opportunity Employer, meaning we do not discriminate against any employee or applicant because of race, color, sex, ancestry, national origin, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, military or veteran status, or any other or any other federal, state or local protected class.
Salary : $65,000 - $80,000
