Senior Customer Experience Manager

A bit about us At Placemakr, home meets hospitality. We’ve combined the best of apartment living, vacation rentals, and hotel stays into one experience. We partner with developers, property operators, and investors to curate a collection of apartment-like spaces in hand-picked neighborhoods. Our tech-enabled buildings create one-of-a-kind guest experiences and add tremendous value to the underlying real estate. Whether guests are with us for a night, a year, or somewhere in between, these are more than just spaces to spend the night — they’re a place to call home.  Our property team members help our buildings thrive by focusing on execution and ensuring a great experience for both residents and guests. Our non-property team members support property execution and the evolution of other areas within our platform. They can enjoy remote-first work with the freedom to choose their location — as long as they have access to a workspace and reliable Wi-Fi. We believe collaboration is key, so our remote-first teams and property leaders have biannual in-person get-togethers at various locations across the US.
From corporate non-property team members to our property teams and leaders, we’re looking for collaborative, driven individuals to join us as we continue to expand our presence. 
The Impact You’ll Have As our Senior Manager of Customer Experience, you’ll shape what “the smarter way to stay” really feels like. You’ll lead a team that brings our hospitality-living promise to life — creating moments that make guests feel seen, supported, and at home from the first hello to their departure. The responsibility of this role is to manage and improve aspects of the guest journey, ensuring satisfaction and loyalty throughout a guest's life cycle.  Around here, things move fast and no two days look the same (which is how we like it)! You’ll collaborate closely with our Associate Director of CX and cross-functional teams to build seamless, thoughtful touchpoints across the entire guest journey. Through strong communication, data-driven insights, and a caring, human approach, you’ll set the standard for how Placemakr connects with every guest, every time. As an experienced leader and subject matter expert, this individual needs to emphasize precise documentation and reporting, and communicate issues, expectations or changes effectively with team members across the business. This is how we own it, make it better and treat people right! 

What You'll Do

• Lead with care and clarity. Guide and grow a team of off-site supervisors and agents to deliver an effortless guest experience across every channel.
• Develop centers of excellence. Build specialized, high-performing teams that make the guest journey smarter and smoother with an emphasis on highly reliable communication channels and operational efficiency. Set the standard of excellence for guest experience and cross-functionally roll out these standards to ALL guest facing teams in the business.
• Coach and empower. Train, mentor, and inspire your team — creating a culture of accountability, collaboration, and continuous improvement. Create a clear growth trajectory within the team. Develop your supervisors so they can fulfill your duties in your absence.
• Keep the information fresh. Regularly audit and update guest-facing communications to make sure what we share is clear, helpful, and true to our brand. Advocate for changes to the guest experience that create a more seamless journey throughout our portfolio.
• Collaborate across the company. Partner with a myriad of cross functional teams to support new openings and ensure every guest touchpoint feels like Placemakr.
• Own the story through data. Create and manage dashboards that give a clear picture of guest satisfaction, contact trends, and team performance. Use said data to create resources, drive accountability, and suggest improvements across the business.
• Evolve our CX playbook. In partnership with the Associate Director, refine our customer experience strategy so it continues to set us apart as a category-defining brand. You maintain and update our CX playbook to ensure information is always accurate, and our guest facing teams are delivering to our standards of excellence.
• Lead by example. Embody our Community Norms — treating people right, owning your work, and always finding ways to make it better.
• Continuously improve. Recommend and rollout processes that standardize the guest experience across all properties in the Placemakr portfolio. Pilot new ways of communicating with our guests, driving meaningful change and setting us apart from others in the hospitality industry.
• Partner with the Associate Director of CX on budgetary needs and recommendations.
• Additional duties and responsibilities assigned. At Placemakr, this