Job Description

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