T11 Owner Experience Manager

This role is central to delivering T11's signature hospitality experience—one that blends luxury, motorsport culture, and seamless access to world-class amenities at Circuit of the Americas (COTA). Acting as the liaison between T11 owners, The Circuit club members, and COTA partners, the Owner Experience Manager ensures every interaction reflects the "Ritz-Carlton level" standard that defines the T11 brand.

Job Summary

The Owner Experience Manager is responsible for delivering a premium, concierge-level experience to T11 owners. This role manages day-to-day owner requests, facilitates community events, oversees coordination with COTA activities and services including The Circuit club, supports billing processes, and collaborates closely with FirstService Residential (FSR) and the onsite T11 team. The position requires impeccable service standards, anticipation of owner needs, and a proactive commitment to elevating the T11 lifestyle experience.

Requirements:

Key Responsibilities

Owner Support & Experience Facilitation

• Serve as the primary point of contact for owners, addressing a wide range of service requests with efficiency and professionalism.
• Facilitate access to vendors and coordinate services on behalf of owners.
• Plan, organize, and execute owner events in coordination with the COTA events team and The Circuit club as needed.
• Engage with owners to understand preferences and curate personalized experiences.

COTA Activities & Event Coordination

• Facilitate bookings for COTA offerings such as concerts, COTAland activities, karting, and other entertainment experiences.
• Maintain strong relationships with The Circuit club team, COTA events teams to ensure smooth coordination.
• Maintain detailed knowledge of all The Circuit club and COTA activities to provide tailored recommendations to owners.

Community Engagement & Event Planning

• Support the design and promotion of T11 community events to strengthen owner engagement and foster camaraderie.
• Assist owners in hosting private events within the community, providing resources and logistical support.
• Create opportunities for cross-integration between T11, The Circuit club and COTA events.

Billing Coordination

• Coordinate billing for owner-requested services in collaboration with COTA management including billing for owners that members of The Circuit club.
• Ensure accurate, timely invoicing and respond promptly to inquiries or discrepancies.

Collaboration with FirstService Residential (FSR)

• Maintain a strong working relationship with the off-site FSR community manager and onsite T11 management.
• Support communication and coordination around building operations, maintenance, repairs, contractors, and related billing or assessments.
• Ensure services and communication align with T11's standard of excellence.

Owner Relations & Proactive Experience Management

• Partners with the VP of T11 Community and SVP of Motorsport as a trusted point of contact for owners, handling requests with discretion and professionalism.
• Consistently identify opportunities to enhance the owner experience and anticipate needs.

Administrative & Operational Support

• Maintain accurate documentation of services provided, bookings made, and events coordinated.
• Prepare reports on service usage, owner feedback, and areas for improvement.
• Coordinate social media updates with TENs, including upcoming events and community news.
• Assist with onboarding owners into the FSR accounting system in partnership with the FSR community manager.
• Support the T11 sales team by conducting tours for prospects, preparing contracts, sending 30-day closing notices, and maintaining sales reporting.
• Input and manage owner and prospect data in Salesforce.

Qualifications

Education & Experience

• Bachelor's degree in Hospitality, Business Administration, or related field preferred.
• 1–3 years of luxury hospitality, concierge, or premium customer service experience.
• Event planning or lifestyle management experience strongly preferred.

Skills & Competencies

• Exceptional interpersonal and communication skills with a luxury service mindset.
• Strong organizational skills with excellent attention to detail.
• Proficiency in Salesforce and administrative processes.
• Familiarity with luxury communities or experiential brands is a plus.
• Strong problem-solving abilities and a proactive approach to serving owners.

Personal Attributes

• Polished, professional demeanor with commitment to high service standards.
• Discretion and integrity in handling sensitive owner information.
• Approachable, engaging personality capable of building strong relationships.

Working Conditions

• Flexibility required, including some evenings and weekends for owner events and COTA activities.
• Role is primarily onsite at T11, with occasional time at COTA facilities and The Circuit club
• Ability to stand, sit, use of hands to handle, or feel, reach with hands and arms.
• Ability to lift and/ or move up to 25 pounds.
• Ability to stand/walk for long periods.
• The noise level in the work environment is usually moderate but can be loud during events.

Salary commensurate with experience.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

EQUAL EMPLOYMENT OPPORTUNITY:

COTA strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal regulations.