Senior Product Manager - Resident Journey

Senior Product Manager, Resident Journey

Position Summary

The Senior Product Manager owns the product strategy and roadmap for the technology that supports the resident journey at Morgan Properties. Reporting to the Head of Technology, this role maintains an end-to-end view of the resident experience—from prospect discovery, leasing, and application through move-in, residency, renewal, and move-out—and brings together the supporting systems, platforms, and digital capabilities across 400+ communities and 110,000+ apartment homes.

Partnering with Property Management, on-site teams, and IT, this leader translates resident needs and operational priorities into clear product requirements and measurable technology improvements. The role maps digital touchpoints, identifies integration gaps and sources of friction, and owns a prioritized roadmap that makes the journey more intuitive and connected. Resident research, operational insights, and performance data guide investment decisions and determine whether improvements deliver their intended value.

Success requires a resident-centered, data-driven, and collaborative product leader who builds credibility with operators and technical partners and makes tradeoffs transparently. At its core, this role drives resident satisfaction, retention, and operating performance by ensuring the digital resident journey is connected, adopted, and continuously improved.

Essential Duties

Product Strategy & Roadmap

• Own the product strategy and roadmap for resident journey technology, aligned with business, operational, and IT goals.
• Map resident touchpoints to supporting systems and data to identify friction, integration gaps, and overlapping tools.
• Lead discovery through resident interviews, journey mapping, surveys, and usability testing.
• Translate resident and operational needs into product initiatives with defined value, requirements, and tradeoffs.
• Evaluate emerging technologies, including proptech and AI, and drive build-versus-buy decisions with business and IT partners.

Technology Enablement & Delivery

• Serve as product owner for resident journey digital capabilities, aligning priorities with designated system owners.
• Lead initiatives from discovery and requirements through testing, launch, and ongoing improvement, partnering with IT on technical design.
• Maintain a prioritized backlog aligned with business priorities, technical dependencies, and available resources.
• Partner with Engineering, Data & Analytics, Security, and vendors to improve integration across property management, CRM, screening, payments, and resident engagement platforms.
• Manage product vendor relationships and identify opportunities to consolidate or retire tools.
• Pilot solutions at select communities and validate results before scaling across the portfolio.

Operations Partnership & Adoption

• Partner with Property Management and on-site teams to build technology that works in the field.
• Distinguish technology issues from process or service issues and engage the right owners to resolve them.
• Lead rollout planning and partner with Operations on training, communications, and adoption.
• Incorporate resident and on-site team feedback into product design and improvements.

Measurement & Continuous Improvement

• Partner with Data & Analytics to establish baselines and track usage, adoption, and resident effort.
• Set success criteria for each initiative and measure impact on satisfaction, conversion, retention, and operating performance.
• Use post-launch feedback and performance data to refine the roadmap.
• Communicate results, risks, and investment recommendations to leadership.

Stakeholder Partnership & Decision-Making

• Align Property Management, on-site teams, IT, and vendors on shared priorities and clear responsibilities.
• Act as a trusted partner to senior leaders, making transparent prioritization and tradeoff decisions.
• Represent resident and on-site team needs in executive technology and investment discussions.
• Escalate funding, capacity, or cross-functional conflicts as needed within established governance.

Additional Duties: Tasks or duties not outlined in this job description may be required to contribute to the organization's success and efficiency.

Qualifications

Education & Experience:

• Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent experience.
• 6–8 years of experience in product management, product ownership, or technology delivery.
• Proven experience owning enterprise or SaaS products, including vendors, integrations, and releases.
• Experience in multifamily, property management, or proptech preferred.
• Experience with AI-enabled products preferred.

Key skills:

• Translating business needs into clear requirements, user stories, and prioritized backlogs.
• Defining and tracking product success measures.
• Build-versus-buy evaluation and vendor management.
• Technical fluency to partner credibly with Engineering, Data & Analytics, and Security.
• Exceptional communication skills across business and technical audiences.
• Working knowledge of agile delivery practices.

Certificates, Licenses, Registrations:

None required. Product ownership certification (such as CSPO or PSPO) preferred.

Tools & Systems:

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams).
• Experience with project and backlog management tools (e.g., Monday.com, Jira, or similar).

Physical Requirements & Work Environment
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Physical Demands:

• Primarily sedentary office work with extended computer use.
• Occasionally lift and carry up to 15 pounds.
• Communicate clearly in person, by phone, and virtually, including presenting to groups.
• Travel, including driving, to properties and regional offices; property visits may involve walking and extended standing.

Work Environment:

• Primary work environment: Corporate office (hybrid)
• Noise level: Quiet to moderate in the office; moderate at property sites.
• Work schedule: Monday–Friday