Director, Owner Experience
About Pacaso:Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. Our innovative co-ownership model is the easiest, smartest and most responsible way for people to experience the joy of a second home. We provide all the benefits of true ownership without the hassles through our simplified financial structure, easy and equitable scheduling, and dedicated local property management.Founded by former Zillow executives, Pacaso has facilitated over $1 billion in gross real estate transactions and service fees across more than 40 markets nationwide, as well as internationally in Paris, London, and Cabo.
We have been featured in The New York Times, Wall Street Journal, Fortune, Forbes, CNBC and more.Pacaso is a certified Great Place to Work and has received numerous accolades for its workplace culture. Fortune and Great Place To Work named Pacaso to the 2024 Best Workplaces in Real Estate list. In 2023, Pacaso was recognized as a Best Workplace in the Bay Areaâ˘, and in 2022, it ranked among the Best Medium Workplacesâ˘, Best Workplaces for Real Estateâ˘, and Best Workplaces for Millennialsâ˘. Additionally, Pacaso was ranked #6 on Glassdoor's 2022 list of Best Places to Work and was one of LinkedIn's top startups in 2022.Overview
The Director of Owner Experience owns the end-to-end ownership journey across the Pacaso portfolio â ensuring every owner interaction reflects a seamless, responsive, and premium experience.
This leader oersees a two-tier organization of Owner Experience Managers (regional lifecycle and retention leaders) and Owner Experience Agents (24/7 support and issue resolution). The Director is accountable for experience strategy, retention performance, resale governance, and cross-functional alignment.
This is a luxury experience, retention, and operations leadership role â not a call center position.
What You Own
Owner Experience Strategy & Lifecycle
Define and evolve the ownership journey from post-sale onboarding through active ownership and resale
Establish service principles aligned with Pacasoâs luxury brand and high-net-worth expectations
Serve as the executive steward of the owner voice across the organization
Organizational Leadership
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
Retention, Utilization & Owner Health
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
Partner with Sales on resale prevention and transition strategy
Resale Strategy & Transaction Oversight
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
Service Delivery & Operational Excellence
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
Asset Management & Field Partnership
Define and formalize workflows between Owner Experience (relationship & communication) and Asset Management (field execution & home readiness)
Ensure clear accountability from intake â field execution â resolution
Own communication, follow-through, and service recovery; partner with Asset Management on physical remediation
Eliminate friction between owner expectations and on-the-ground delivery
Performance, Systems & Governance
Own key metrics including CSAT, retention, utilization, escalation trends, and resolution quality
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
Ideal Profile
10â15+ years of leadership experience in luxury hospitality, high-end property management, private membership, luxury real estate, or comparable high-touch environments
Director-level ownership of end-to-end client or owner experience across a long-term lifecycle
Proven leader of a 24/7, multi-channel service organization with escalation and crisis accountability
Experience supporting high-value clients through complex operational, financial, and ownership-related conversations
Strong understanding of real estate listing strategy, pricing dynamics, and transaction processes, including resale coordination and contract oversight
Track record of building hospitality-grade teams measured by satisfaction, retention, and lifetime value
Strong operational and financial acumen; data-driven, decisive, and comfortable influencing at the executive level
Background in brands such as Four Seasons, Ritz-Carlton, Rosewood, Aman, Inspirato, Exclusive Resorts, private residence clubs, or comparable ultra-luxury hospitality or ownership environments preferred
Compensation Estimate
$150-170k with equity (RSU)
Youâll love working at Pacaso because of our ...
Competitive salary and stock options.
Unlimited, flexible PTO for exempt employees.
Excellent medical, dental and vision insurance.
Sponsored memberships to One Medical, Ginger and Carrot.
401(k) to help you save for the future.
Paid maternity and paternity leave.
Generous home office stipend and monthly cell phone reimbursement.
Quarterly remote team building events and L&D opportunities.
Pacaso encourages applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities.
Apply Now
We have been featured in The New York Times, Wall Street Journal, Fortune, Forbes, CNBC and more.Pacaso is a certified Great Place to Work and has received numerous accolades for its workplace culture. Fortune and Great Place To Work named Pacaso to the 2024 Best Workplaces in Real Estate list. In 2023, Pacaso was recognized as a Best Workplace in the Bay Areaâ˘, and in 2022, it ranked among the Best Medium Workplacesâ˘, Best Workplaces for Real Estateâ˘, and Best Workplaces for Millennialsâ˘. Additionally, Pacaso was ranked #6 on Glassdoor's 2022 list of Best Places to Work and was one of LinkedIn's top startups in 2022.Overview
The Director of Owner Experience owns the end-to-end ownership journey across the Pacaso portfolio â ensuring every owner interaction reflects a seamless, responsive, and premium experience.
This leader oersees a two-tier organization of Owner Experience Managers (regional lifecycle and retention leaders) and Owner Experience Agents (24/7 support and issue resolution). The Director is accountable for experience strategy, retention performance, resale governance, and cross-functional alignment.
This is a luxury experience, retention, and operations leadership role â not a call center position.
What You Own
Owner Experience Strategy & Lifecycle
Define and evolve the ownership journey from post-sale onboarding through active ownership and resale
Establish service principles aligned with Pacasoâs luxury brand and high-net-worth expectations
Serve as the executive steward of the owner voice across the organization
Organizational Leadership
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
Retention, Utilization & Owner Health
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
Partner with Sales on resale prevention and transition strategy
Resale Strategy & Transaction Oversight
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
Service Delivery & Operational Excellence
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
Asset Management & Field Partnership
Define and formalize workflows between Owner Experience (relationship & communication) and Asset Management (field execution & home readiness)
Ensure clear accountability from intake â field execution â resolution
Own communication, follow-through, and service recovery; partner with Asset Management on physical remediation
Eliminate friction between owner expectations and on-the-ground delivery
Performance, Systems & Governance
Own key metrics including CSAT, retention, utilization, escalation trends, and resolution quality
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
Ideal Profile
10â15+ years of leadership experience in luxury hospitality, high-end property management, private membership, luxury real estate, or comparable high-touch environments
Director-level ownership of end-to-end client or owner experience across a long-term lifecycle
Proven leader of a 24/7, multi-channel service organization with escalation and crisis accountability
Experience supporting high-value clients through complex operational, financial, and ownership-related conversations
Strong understanding of real estate listing strategy, pricing dynamics, and transaction processes, including resale coordination and contract oversight
Track record of building hospitality-grade teams measured by satisfaction, retention, and lifetime value
Strong operational and financial acumen; data-driven, decisive, and comfortable influencing at the executive level
Background in brands such as Four Seasons, Ritz-Carlton, Rosewood, Aman, Inspirato, Exclusive Resorts, private residence clubs, or comparable ultra-luxury hospitality or ownership environments preferred
Compensation Estimate
$150-170k with equity (RSU)
Youâll love working at Pacaso because of our ...
Competitive salary and stock options.
Unlimited, flexible PTO for exempt employees.
Excellent medical, dental and vision insurance.
Sponsored memberships to One Medical, Ginger and Carrot.
401(k) to help you save for the future.
Paid maternity and paternity leave.
Generous home office stipend and monthly cell phone reimbursement.
Quarterly remote team building events and L&D opportunities.
Pacaso encourages applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities.
Apply Now