Languages: Fluent English and Spanish, written and spoken — required
Position Purpose
The Owner Experience Specialist is the primary point of contact between Naya Homes and our homeowners in Puerto Vallarta and Nuevo Vallarta.
This role is responsible for building and maintaining strong, consistent, and proactive relationships with homeowners in order to support owner satisfaction and retention. Rather than simply reacting to problems after they occur, the Specialist is expected to identify potential concerns early and address them before they become reasons for an owner to consider terminating their relationship with Naya Homes.
The Specialist owns three key outcomes:
executing the required owner communication cadence under the 33-Touch Relationship Model; providing homeowners with clear visibility into the condition and performance of their properties; and capturing property content that supports marketing efforts, social media, and owner communication.
The successful candidate will be highly organized, proactive, customer-focused, and comfortable managing a high volume of daily communication while maintaining accurate documentation and consistent follow-up.
Fluency in both English and Spanish, written and spoken, is an indispensable requirement for this position. The Specialist will communicate with homeowners and internal teams in both languages.
Because this is a remote contractor position, the primary focus is on achieving established goals, service standards, and KPIs. The schedule may be adaptable as needed to ensure objectives are met, while maintaining the required availability and responsiveness for homeowners an