Brittany Don FirstService Residential Headshot New York CityNEW YORK, NY (MARCH 25, 2020) – FirstService Residential, New York's leading property management company, announced the promotion of Brittany Don to vice president of operations and process improvement. She is responsible for driving initiatives that increase the efficiency and productivity of the company’s property managers, with particular focus on improving internal processes and the customer experience through technology and innovation.
Ms. Don led the company’s efforts to utilize FirstService Residential Connect, its proprietary resident communication tool. She also creates process flows for the New York region’s Community Support Services team which completes a myriad of administrative tasks for the company’s property managers.
In response to the global health crisis and its impact on clients and associates, Ms. Don developed an online system to track daily health screenings for associates and a COVID-19 database and alert system for building staff and residents. Under her leadership, the company also established a Capital Improvement database to facilitate pulse-checks and reporting, a tracking system for PPP distribution, and online tax abatement resources for boards and owners.
“This promotion recognizes Brittany’s commitment to enhancing communications with our board members, building owners and residents amid one of the most challenging times in New York City history,” said Dan Wurtzel, president, FirstService Residential New York. “Her exemplary leadership skills empowered her team to quickly adapt to the shifting demands of our clients and maintain responsive communications when it mattered more than ever.”
Ms. Don’s dedication to making a difference includes the management of analytics tools that position division leaders to take meaningful actions that improve the customer experience. This includes her role as NPS Customer Experience leader and manager of the company’s Customer Experience Dashboard.
Ms. Don is a Licensed Real Estate Salesperson in New York State. She holds a B.S. in business management and entrepreneurship and emerging enterprises from Syracuse University and is a recipient of the Qualtrics Customer Experience Summit Scholarship.


Mar 24, 2021