Director of Customer Innovations

The Director of Customer Innovations reports to the Senior Vice President of Corporate Services and is responsible for identifying, testing and implementing technologies (in coordination with the IT department) that will create sustainable advantages for Bell Partners. This position focuses on and leads the development of platform and technology innovations in targeted areas of the company to enhance the resident experience, realize greater efficiencies, maximize cash flow, and reduce risks.

Essential Functions and Responsibilities:

• Through use of innovative solutions, particularly related to the resident experience including sourcing, leasing and retention.  
• Continually investigate new technologies and product enhancements both in/out of industry that solve business needs
• Conduct ongoing demonstrations of identified solutions with internal stakeholders
• Facilitate testing/pilots of select solutions to determine validity of adoption
• Work with IT to ensure that technology solutions meet our integration and security criteria.
• Work with IT to ensure that there is adequate IT / other support planned for once the product is implemented and in production, including clear ownership of the software being implemented
• Work with Training and Software Support Team to ensure Bell has comprehensive training curriculum, inclusive of all innovative products in use, and that training is updated, as needed Analyze customer needs, inefficiencies and opportunities for improved performance and as technologies/solutions evolve
• Facilitate Rollouts of selected solutions
• Monitor progress of active solutions and provide visibility/performance metrics to stakeholders
• Work with solution providers through product upgrades/impacts and enhancements
• Conduct quarterly performance reviews with existing innovative providers
• Promote Bell by attending conferences, participating on select boards/panels and capitalizing on industry/media opportunities
• Communicate effectively with senior management team and leaders

Core Competencies:

• Business Acumen – Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace
• Organizational Agility – Knowledge about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations
• Composure & Comfort – Cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during the tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis
• Action Oriented—Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Collaborates—Builds partnerships and is able to work collaboratively with others to meet shared objectives
• Communicates Effectively—Able to develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Courage—Steps up to address difficult issues, saying what needs to be said
• Customer Focus—Builds strong customer relationships and delivers customer-centric solutions
• Decision Quality—Makes well thought out and timely decisions that keep the organization moving forward
• Drives Results--Consistently achieves results, even under tough circumstances
• Instills Trust—Builds and gains the confidence and trust of others through honesty, integrity, and authenticity

Education and Background:

• Undergraduate degree required
• Minimum of five (5)  recent experience in a company with 500 or more employees, ideally working in multifamily and/or areas involving the customer experience

Bell Partners, Inc. (“BPI” or the “Company”) is an equal employment opportunity employer. BPI’s policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, age, disability, pregnancy, military/veteran status, marital status, genetic information, gender identity, sexual orientation or any other basis protected by applicable federal, state, or local laws. BPI also prohibits harassment of applicants or employees based on any of these protected categories. It is BPI’s policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.

Note to Applicants: Smoking is prohibited in all indoor areas of Bell Partners Inc. unless designated smoking areas have been established by a particular location in accordance with applicable state and local law.