Blueground
At Blueground, our vision is to make people feel at home wherever they choose to live. For us, that means ensuring our guests have the peace of mind, flexibility & confidence they need to explore life’s latest adventure.
We’ve grown a lot since our founding in 2013, having raised more than $258m+ in funding, to date — and that’s just the beginning. We’re now hosting guests in more than 11,000 homes in 30 cities around the world (and growing!), with an aim to hit 50 cities by 2025.
Our vision comes to life through our ways of working. For our 1,100+ member team located across 16 countries, we’ve created a culture of collaboration, inclusiveness, and opportunity.
We believe our people should have the power to choose their preferred way to work. Depending on the role’s requirements, team members can choose to work full time in one of our offices, work fully remote, or choose a hybrid model between the two.
We are driven by our core values. To our team, Time is our most important resource. Excellence isn’t simply a standard, but an exciting way to look at life. We Care deeply about our guests and colleagues. Our relationships are built around Transparency, which builds trust and improves communication.
We’re shaping the future of living, and we want you to be part of that journey.
We are looking for a highly motivated CX Operations Associate Manager based anywhere in the US that will be responsible for supporting the CX Ops Senior Manager as a lead for the department. Are you an enthusiastic multi-tasker with attention to detail, strong analytical skills, and a can-do attitude, and have you been excited by what you’ve read? Join one of the fastest-growing startups with exposure to many international markets.
What you will focus on:
- Manages all cx ops team leads as direct reports. Provides coaching support and best practices to them for effectively managing the cx ops coordinators.
- Acts as the point of escalation for cx ops team leads.
- Attends appropriate meetings as leader for chexit.
- Monitors overall performance of cx ops coordinators and team leads.
- Works with cx trainer to revamp cx ops training process and provides support for building new decks and training materials.
- Holds regular refresher training sessions to ensure all cx ops coordinators are properly executing both existing and new initiatives.
- Acts as cx ops SME and provides Gemba walks when requested by other teams.
- Helps cx ops manager define KPIs for both team leads and cx ops coordinators quarterly based on business needs and OKRs.
- Conducts Gemba walks with cx ops coordinators on a regular basis to identify areas for improvement. Provides coaching after to improve performance.
- Acts as cx QA insepctor and does quality checks in core tickets (exit, check in, check out) on a regular basis. Provides coaching after to improve quality.
- Improves team performance and processes by monitoring KPIs, ticket handling, Quality Ledger Tool & UR feedback, etc
- Conducts data analysis and prepares presentations for regularly scheduled meetings for his/her team to provide meaningful feedback based on extracted metrics in order to improve their performance.
- Communicates cross functionally with Ops, RE, sales, B4B, etc to prioritize, scope and manage initiatives that improve daily operation.
- Conducts 1 to 1 meetings with his/her direct reports on a weekly/bi-weekly basis.
- Collaborates with business partners to handle performance issues.
What we are looking for:
- Bachelor’s degree in business, hospitality, operations, or relevant field
- 3-5 years in a team lead or manager position or similar working experience
- Computer literate
- Strong organizational, critical thinking and problem-solving skills.
- Strong attention to detail and multitasking skills.
- Strong communication skills and experience working cross functionally with multiple teams and departments.
- Comfort working in ambiguous environments and ability to adapt to change quickly and efficiently.
- Experience in hospitality and in a start-up is a plus
- Prior experience in a cx ops role will be considered as an asset
Your benefits:
- Competitive compensation
- Blueground Stock Option Plan
- Fully remote position with the option to work from anywhere in the US
- Laptop stipend & monthly mobile plan reimbursement
- Flexible PTO
- Competitive Health insurance (Medical, Dental and Vision), along with complimentary access to wellness perks like Health Advocate, One Medical, Teladoc Virtual Health & mental health therapy through Talkspace
- 401k retirement plan
- Paid maternity/parental leave benefits for new parents
- Complimentary accommodation in Blueground locations. Think summer in Greece and winter in Dubai
At Blueground we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity, or religion.