Airbnb Customer Experience Manager

STR Customer Experience Manager

WHO WE ARE

We are a real estate company with a portfolio of short-term rentals. We are looking for one Customer Experience Manager to train and to help in ongoing support activities for our Customer Experience Team.

Our team requires a manager to oversee their daily operations, to review the team’s processes and systems to see where improvement is possible and to ensure that all standard operating procedures are in order. This position will be the liaison between the CEO and the team.

You need to be able to train our team, set reasonable expectations for deadlines and keep them, be reliably available on a daily basis, and have dependable access to Internet.

Our goal is for our guests to have the best experience in each of our short-term rentals.



WHO WE ARE LOOKING FOR

We are looking for a Customer Experience Manager with a ‘takes care of business’ attitude to oversee all daily operations in our company.

Our ideal candidate is remarkably skilled at…

* hiring, training and leading a strong team

* providing exceptional support to CEO

* ensuring all systems in the business run smoothly

Because this is a key leadership role with a wide range of critical responsibilities, we are searching for someone who is ready and eager to weave themselves into the fabric of our organization.



YOUR RESPONSIBILITIES

1. Learn our system
2. Own all aspects of team leadership:
a. Assess team skills and roles
b. Determine hiring needs
c. Recruit, interview, hire and onboard all new tea ---------- mbers
d. Document and communicate all team expectations
e. Lead, motivate, engage with, and hold all tea ---------- mbers accountable
i. Be responsible that all work being delivered by the team is on brand and of appropriate quality
3. Develop a training program
a. Introduce team to various platforms, including but not limited to:
i. Smartbnb
ii. Lodgify
iii. Airbnb
iv. HA / VRBO
v. ----------
vi. Vivint
vii. Igloo
viii. Properly or similar cleaners’ platform
---------- ise Aware
x. Trello or project management tool
xi. Slack
xii. Google Voice or similar voice program
xiii. Dashlane / LastPass
xiv. Dropbox
4. Determine if there is someone who can be a team leader throughout the training process
a. Provide real time feedback, both positive and constructive to Guest Experience tea ---------- mbers
b. Motivate tea ---------- mbers throughout the training process
c. Meet weekly once training has been completed
5. Oversee the accurate and efficient execution of all daily operations
6. Be responsible that all operations are driven by strong, repeatable systems:
7. Lead the documentation of all internal processes, procedures and templates
a. Proactively lead the development, review and updating of all internal processes, procedures and templates

b. Research and implement new technology for improved internal processes and client fulfillment
c. Ensure the ongoing maintenance and organization of the ‘virtual office’
8. Metrics review and reporting
a. Tracking and analysis of the bedrooms on a daily basis
b. Tracking and analysis of the maintenance requests
c. Tracking and analysis of the cleaners’ reports
9. Technology and Business Systems
a. Make recommendations to improve systems and existing technology



YOUR EXPERIENCE AND EXPERTISE

1. Extensive hands on experience recruiting, selecting, and on-boarding tea ---------- mbers
2. Hands on experience identifying, effectively communicating, and productively navigating team challenges
3. Expert experience documenting step-by-step processes
4. A proven track record of developing, implementing and maintaining strong operational systems
5. A proven track record of creative and efficient troubleshooting and problem solving
6. Impeccable written and verbal communication skills
7. Strong working knowledge of commonly used online business platforms


WE MIGHT BE A FIT IF YOU…

1. Live to calm chaos
2. Love orchestrating all the backstage happenings that make the show appear effortless
3. Can masterfully oversee multiple important projects with unreasonably tight deadlines while keeping your composure in tact
4. Are not afraid to take charge
5. Are able to delegate
6. Are looking for a fast paced, mission driven place to call home
7. Are prepared to exercise your leadership muscles daily to make magic happen

COMPENSATION

This is an independent contractor ---------- timated time commitment per week will be discussed when interviewed.

HOW TO APPLY

In an email to ---------- please share why this position description inspired you to reach out, what makes you the perfect person to step into this role, and 3 testimonials from clients and tea ---------- mbers you’ve worked with in the last 6 months.


Disclosure: This job description is not meant to be an all-inclusive statement of every obligation and responsibility that will ever be required of the person in this role.