• Define and evolve the ownership journey from post-sale onboarding through active ownership and resale. • Establish service principles aligned with Pacaso’s luxury brand and high-net-worth expectations. • Serve as the executive steward of the owner voice across the organization. • Lead and develop a team of Owner Experience Managers and Agents. • Ensure clear role differentiation: Managers: regional relationship ownership and retention strategy; Agents: 24/7 intake, issue resolution, and in-stay support. • Build hospitality-grade training, coaching, and quality standards. • Drive performance through measurable expectations and accountability. • Own portfolio-level retention and engagement strategy. • Define leading indicators of churn risk and utilization gaps. • Implement proactive intervention frameworks to protect long-term owner value. • Own the strategy and governance for resale listings across the Pacaso portfolio. • Establish pricing frameworks, listing standards, and share positioning guidance in partnership with Sales. • Ensure Managers are equipped to advise owners on resale pricing, timing, and expectations. • Oversee resale workflows, contract execution standards, and transition coordination. • Protect brand integrity and owner sentiment throughout resale and offboarding. • Oversee 24/7, multi-channel service delivery across phone, chat, text, email, and AI-supported channels. • Define SLAs, escalation standards, and resolution frameworks. • Ensure peak-season and crisis response models protect owner trust. • Balance operational efficiency with luxury service standards. • Define and formalize workflows between Owner Experience (relationship & communication) and Asset Management (field execution & home readiness). • Manage budget, headcount planning, and executive reporting. • Partner with Product and Engineering to enhance CRM visibility, AI capabilities, and owner data insights. • Continuously refine workflows, tooling, and performance standards to scale the function.