Promotions should create momentum, not anxiety.
In this episode of the Multifamily Women Podcast, Carrie Antrim sits down with Jackie Musto, Associate Director of Brand and People Excellence at Mark-Taylor, to explore how skills-based development, neuroscience-informed leadership, and intentional career pathways are transforming retention and team performance in multifamily.
Jackie’s career journey from leasing consultant to leadership development strategist offers a powerful perspective on what actually motivates people to grow inside an organization and why many promotions fail.
The conversation reveals a critical insight for leaders.
Many organizations promote based on tasks, when they should be developing people based on skills.
By mapping job responsibilities to the underlying human skills required for success, leaders can create clearer development paths, reduce imposter syndrome after promotions, and give team members the confidence to grow into new roles.
What You’ll Learn in This Episode
Why promotions often fail in the first 90 days
Jackie explains how new roles require completely different skill sets and why preparing people for those skills dramatically improves retention.
How skills pathways create real career clarity
Instead of vague feedback or task-based training, team members evaluate themselves on specific skills and receive targeted learning to close the gap.
How neuroscience impacts leadership and motivation
Understanding survival, emotional, and executive brain states helps leaders approach conflict, feedback, and performance conversations with more empathy and better outcomes.
How Mark-Taylor is building technical and service career ladders
Proprietary certification programs allow service team members to earn recognized credentials and additional pay for skills in HVAC, electrical, plumbing, OSHA, and EPA.
Why clarity is the real driver of retention
Many employees leave not because of compensation, but because they cannot see their future inside the company.
The skills every future leader needs to develop
Persuasive communication, emotional intelligence, and the ability to navigate difficult conversations.
Key Leadership Insight
According to Jackie, one of the most important mindset shifts leaders can make is recognizing that:
A promotion is not just advancement. It is a completely different job.
When organizations prepare people for the skills behind the role, instead of just the tasks inside it, they dramatically increase confidence, engagement, and long-term success.
Advice for Women Building Leadership Careers
Jackie also shares guidance for women in multifamily who want to grow into leadership.
Instead of simply working harder, focus on identifying your strongest skills and intentionally applying them to new challenges.
Growth comes from leveraging strengths and learning new capabilities, not from trying to be perfect in every task.
Connect with Jackie Musto
LinkedIn: https://www.linkedin.com/in/jackie-musto-msml-490402130/
Connect with Multifamily Women®:
Multifamily Women® Summit: https://multifamilywomen.com/
Carrie Antrim on LinkedIn: https://www.linkedin.com/in/carrieantrim/
Be a Guest on the Podcast or at the Summit: https://apps.multifamilywomen.com/speakingrequest
Multifamily Women® Leadership Series: https://apps.multifamilywomen.com/join