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Service Operations Manager

  • Blueground
  • Full time
  • United States
  • 20/07/2021

At Blueground, we are guided by a vision to make people feel at home wherever they choose to live. By offering fully-furnished apartments that are move-in ready in the world’s most vibrant neighborhoods, we provide our guests with the opportunity to simply #ShowUpStartLiving. Behind the scenes, we strive for a tech-powered living experience that guests love, homed in an organization where great people are proud to work.

We’ve grown a lot since our founding in 2013. We are now hosting guests in more than 3,500 homes in 14 cities. We have raised more than $100m+ in funding to date and that’s just the beginning.

What drives our success is how each of our team members applies our core values. To our team, Time is everything, and we cherish it greatly. For us, Excellence isn’t simply a standard, but an exciting way to look at life. We Care deeply about our clients and colleagues and never lose sight of the human element, which goes hand-in-hand with Transparency which we believe makes our day-to-day life easier.

We are looking to recruit a Service Operations Manager based in the US. As a Service Operations Manager on our Client Experience team, you will own a portfolio of projects all aimed to shape the experience for Blueground’s guests by ensuring we have strong and efficient processes as we expand. You will own process improvements from analysis through implementation and work closely with stakeholders within Experience as well as other departments. You will lead multi-market projects aimed at improving all aspects of our guests’ stay from check-in to check out.

The ideal candidate is an empathetic, data-driven, self-starter who is passionate about creating memorable experiences for our guests and solving problems where no solution currently exists.

What you will focus on:

  • Planning and leading high-impact initiatives to improve guest experience processes and KPIs
  • Coordinating across markets in pursuit of these initiatives
  • Being an essential thought partner in developing best-in-class guest experience
  • Liaising with members of the Client Experience, Sales and Operations teams to identify trends and uncover the next opportunity to help our Clients
  • Analyzing data on customer interactions as well as internal team performance to surface insights
  • Design and shape workflows and trainings for CX teams
  • Driving continuous improvement efforts to better serve our guests as well as internal and external partners

What we are looking for:

  • Minimum Bachelor’s degree
  • 5 years experience with process optimization and program management, ideally in a customer experience strategy or quality assurance environment
  • Strong Excel VBA and/or advanced Google Sheets skills (knowledge of formulas and familiarity well beyond pivot table)
  • Strong written and verbal communication skills
  • Exceptional prioritization and organization skills and the ability to multi-task competing priorities

Your benefits:

  • Competitive salary
  • Flexible paid time off
  • Enhanced parental leave
  • 401k retirement plan
  • Competitive Health insurance (Medical, Dental and Vision), along with complimentary access to OneMedical and Health Advocate
  • Flexible work environment through our Blueground Nomads employee mobility program
  • Dynamic working environment with talented people
  • 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.

About Blueground

At Blueground, we are guided by a vision to make people feel at home wherever they choose to live. By offering fully-furnished apartments that are move-in ready in the w...

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