---
title: 'Director of Resident Experience - San Francisco at Action Property Management'
canonical: 'https://feeny.ai/job/director-of-resident-experience-san-francisco-action-property-management-san-8p7s2vmdcrye'
type: 'job'
last_seen: '2026-09-13'
---

# Director of Resident Experience - San Francisco at Action Property Management

- **Company:** Action Property Management
- **Location:** San Francisco, CA
- **Compensation:** $110k–$120k
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-09-11
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.lever.co/actionlife/f655b8a3-885b-48d6-9546-78bc66ad6e71

## Job description

San Francisco Bay Region, CA | Onsite | Luxury Residential Hospitality

## About the Opportunity

We are seeking an accomplished Director of Resident Experience to lead the service culture and resident experience for a premier ultra-luxury residential community in the San Francisco Bay Region. This is an exciting opportunity for a polished hospitality leader who understands that true luxury is about more than exceptional service—it is about anticipating needs, creating meaningful experiences, building trust, and delivering an elevated standard of living every day.

The ideal candidate will bring a strong background in 4- or 5-star luxury hospitality, private clubs, luxury residences, high-rise residential properties, or other highly personalized service environments. Candidates who have built their careers with renowned luxury hotel brands and are ready to bring that expertise into an exceptional residential setting are encouraged to apply.

## The Role

The Director of Resident Experience will oversee the day-to-day resident experience and lead a dedicated service team responsible for creating a welcoming, seamless, and highly personalized environment for residents and their guests. This leader will serve as a visible ambassador for the property, partnering closely with onsite leadership and operational departments to ensure the highest standards of service, communication, programming, and resident engagement.

## Key Responsibilities

•Lead, coach, develop, and inspire a high-performing resident services/concierge team while establishing a consistent culture of luxury, hospitality, and service excellence. •Create and maintain elevated service standards that reflect the expectations of discerning luxury clientele. •Develop and execute a calendar of resident experiences, social events, cultural programming, and special occasions designed to build community and exceed resident expectations. •Oversee event planning, entertainment, catering, vendors, logistics, budgets, and overall execution. •Develop strong relationships with luxury service partners, including restaurants, transportation providers, entertainment venues, lifestyle services, and other preferred vendors. •Monitor resident feedback, engagement, attendance, and program effectiveness to continually identify opportunities to elevate the resident experience. •Partner cross-functionally with General Management, Engineering, Housekeeping, Security, and other onsite teams to ensure seamless operations and responsive service. •Serve as a trusted resource for residents, addressing concerns with professionalism, discretion, diplomacy, and sound judgment. •Ensure residents and guests receive a warm, personalized welcome and consistently experience a high level of care and attention. •Maintain accurate resident information, service requests, event records, and operational information within property/resident management systems. •Identify opportunities to improve policies, procedures, communication, and service delivery. •Manage department supplies, inventory, vendor relationships, and related purchasing needs. •Support emergency preparedness and property response procedures as required. •Provide leadership that is highly visible, engaged, polished, and focused on continuous improvement.

## What We’re Looking For

We are looking for a true luxury hospitality professional who understands the difference between good service and exceptional service. The ideal candidate will have: •5+ years of experience in luxury hospitality, private club, concierge, luxury residential, or high-end guest/resident services. •At least 2 years in a leadership or management capacity. •Experience within a 4- or 5-star hotel, luxury resort, private club, high-rise residential community, branded residence, or comparable luxury environment strongly preferred. •High-rise residential or luxury branded residence experience is especially valued. •A demonstrated ability to deliver personalized, anticipatory, white-glove service to high-net-worth clientele. •Experience leading, coaching, and developing service-oriented teams. •Strong event, programming, vendor management, and budget experience. •Exceptional interpersonal and communication skills with a polished executive presence. •Strong discretion and the ability to handle sensitive resident matters with tact and confidentiality. •Excellent organizational skills and the ability to manage multiple priorities in a dynamic environment. •A genuine passion for hospitality, relationship building, and creating memorable experiences. •Proficiency with Microsoft Office and hospitality, property management, or resident-service technology. BuildingLink or comparable systems experience is a plus. •Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred; equivalent experience will be considered.

The Ideal Hospitality Background This opportunity may be particularly well suited for professionals coming from: •Luxury hotel and resort operations •Four- and five-star hospitality •Director of Guest Experience / Guest Services •Director of Front Office / Rooms •Director of Concierge Services •Director of Residences •Luxury branded residences •High-rise residential communities •Private clubs and membership organizations •Luxury lifestyle or residential hospitality •Forbes- or AAA-rated properties •Luxury event and guest experience leadership

What Success Looks Like Success in this role means creating an environment where residents feel known, valued, welcomed, and exceptionally well cared for. The successful leader will elevate the resident experience through thoughtful programming, highly personalized service, strong team leadership, and an unwavering commitment to luxury hospitality standards. If you are a hospitality leader who thrives in sophisticated environments and takes pride in creating 5-star experiences that feel effortless and personal, we would love to hear from you.

## About Action Property Management

## Company Overview
- **One-liner**: Action Property Management is the largest privately-owned homeowner association (HOA) management company in California, providing professional community management services to residential communities.
- **Entity Type**: Private (bootstrapped, no external funding rounds disclosed)
- **Headquarters**: Irvine, California, United States
- **Founded**: 1984
- **Founders**: Jan Lhotka

## Core Business
- **Primary industry**: Real Estate / Community Association Management (HOA management)
- **Target customers**: B2B – homeowner associations (HOAs), condominium boards, residential community developers, and luxury high-rise properties. Serves both large-scale master-planned communities and single-family home neighborhoods.
- **Mission statement**: "Help people love where they live."

## Products & Services
- **[HOA Management Services]**: Full-service management of community associations, including financial management, maintenance coordination, vendor oversight, compliance enforcement, and board support. Covers community types such as large-scale master-planned, high-rise, new development, condo/single-family homes, and hotel-residential.
- **[SnapHOA Platform]**: Proprietary in-house developed software providing a digital hub for residents, board members, and management teams. Includes communication tools, work order tracking, document storage, and financial transparency.
- **[360° Manager Support]**: Dedicated operational support for community managers, including training, legal resources, and technology tools to streamline daily tasks.
- **[Board Education]**: Workshops and resources to help HOA board members understand governance, financials, and legal compliance.

## Market Standing
- **Valuation**: Not publicly available (privately held)
- **Annual Revenue**: ~$38.9 million (LinkedIn estimate for 2025; may not reflect full company revenue)
- **Key Metric**: Manages over 300 communities with 1,000+ team members (company reports: 850+ employees on About page, 1,000+ on Careers page; LinkedIn reports 362 employees – conflicting data)
- **Notable Investors/Partners**: Privately owned by CEO Matthew Holbrook (acquired in 2014); no external investors listed.
- **Growth Signals**: 
  - Expanded into Dallas, Texas, adding a new market outside California.
  - Headcount growth of 8.1% year-over-year per LinkedIn (though baseline differs from company figures).
  - 9 office locations across California and Texas.
  - Certified as a Great Place to Work® for 2025-2026 (89% of employees say it’s a great place to work vs. 57% U.S. average).

## Competitive Advantages
- **Scale with local agility**: Largest privately-owned HOA manager in California, offering resources comparable to national firms while retaining local decision-making flexibility.
- **Proprietary technology**: SnapHOA platform developed in-house, providing a competitive edge in resident and board communication.
- **Ethical foundation**: Founded on ethics and professionalism in an industry historically plagued by unethical practices; this core value is maintained under current ownership.
- **Employee culture**: High employee satisfaction (3.9/5.0 on Glassdoor, 4.3★ rating; Great Place to Work certified). Strong focus on values, collaboration, and continuous improvement.

## Strategic Focus
- **Technology & AI**: Investing in AI solutions and infrastructure security to drive operational efficiencies and improve service delivery (led by CIO Brad).
- **Talent development**: Programs like LeadWell (six-month MBA-inspired leadership journey), Values Ambassador Classes, and bi-annual regional summits to build internal leadership.
- **Service expansion**: Growing geographic footprint (Dallas market entry) and diversifying community types served (luxury high-rise, new development, etc.).
- **Community impact**: Engaging in local charities and global humanitarian outreach through “Action Cares” initiatives.

## Why Work Here
- **Culture**: Emphasizes collaboration, trust, respect, innovation, and excellence. Values-driven environment with a mission to “help people love where they live.”
- **Work environment**: Hybrid/on-site roles across multiple California locations and Dallas, TX. Roles include community management, maintenance & engineering, hospitality, and college internships.
- **Benefits**: Medical (Aetna), dental & vision, 401(k) with company match, PTO & holidays, birthday holiday off, Employee Assistance Program, life insurance, FSA, long-term disability.
- **Career growth**: Four distinct career paths with advancement from day one; LeadWell program for emerging leaders; bi-annual summits for managers.
- **Recognition**: Certified Great Place to Work® (2025-2026); 89% employee approval rating.
- **Glassdoor rating**: 4.3★ (315 reviews) with strong scores for work-life balance (4.0) and culture (3.9).

## Sources
1. [actionlife.com – About Us](https://www.actionlife.com/about-us)
2. [actionlife.com – Join the Team](https://www.actionlife.com/join-the-team)
3. [linkedin.com – Action Property Management](https://linkedin.com/company/action-property-management)
4. [actionlife.com – Great Place to Work News](https://www.actionlife.com/news/great-place-to-work)
5. [jobs.lever.co – Action Property Management Careers](https://jobs.lever.co/actionlife)

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