Customer Experience Manager

What You'll Actually Do

This role sits at the intersection of leasing, resident relations, and team leadership at a larger student housing community in Waco. You're not just handling customer service calls. You're building the systems and culture that make residents want to renew, refer friends, and leave five-star reviews. Day to day, that means coaching your Experience Team, running market surveys, managing social media presence across Instagram, TikTok, and Facebook, and keeping a close eye on the KPIs that signal whether the property is hitting its revenue targets.

Turn season will define a big chunk of your year. Student housing runs on the annual turnover cycle, and the Customer Experience Manager plays a direct role in planning and executing it alongside the General Manager and Facilities team. That means coordinating move-out inspections, communicating timelines to residents, and making sure the make-ready process runs cleanly so new leases start on time. If you've worked in conventional multifamily and you're curious about student housing, this is where the two worlds feel most similar.

You'll also own marketing execution at the property level. Weekly market surveys, on-campus events, promotional content, and concession management all fall within this scope. You're not waiting on corporate to hand you a playbook. You're identifying local opportunities and acting on them.

What You Bring

• At least two years in customer service, sales, or community management (student housing experience is a plus, not a requirement)
• Comfort working up to six days per week during peak leasing and turn periods
• Familiarity with property management software, ideally Entrata
• Real social media fluency, not just personal use but content creation with a purpose
• Strong written and verbal communication skills across resident, staff, and vendor interactions
• The organizational discipline to juggle leasing traffic, work order follow-ups, and team coaching without dropping threads
• A genuine interest in working with a diverse resident population in a college-town setting

Where This Role Takes You

Customer Experience Manager is a serious stepping stone in student housing. The skills you build here, specifically translating KPI data into leasing strategy, managing a team through a high-pressure turn cycle, and running property-level marketing, are exactly what General Manager and Regional roles require. Scion operates at scale across student communities nationally, which means internal mobility is real if you perform. The blend of sales accountability and people leadership in this role also transfers cleanly into conventional multifamily if you ever want to make that move. Strong CXMs who understand both occupancy drivers and team development tend to advance faster than those who only know one side of the job.

The property is View on 10th, located near Baylor University in Waco. Waco's student housing market has grown steadily alongside Baylor's enrollment and national profile, so occupancy pressure here is real and the leasing environment rewards proactive outreach over passive traffic conversion.