Operations Coordinator

About the Role: 

Are you passionate about creating exceptional customer experiences and ensuring smooth operations? As an Operations Coordinator, you’ll take full ownership of your assigned market, ensuring every member’s journey is seamless from when they move in until the next time they book their stay. In this role, you’ll oversee property readiness, manage escalations, and work proactively to deliver a world-class experience that exceeds expectations.

This is your opportunity to combine strategic thinking with hands-on execution, driving results and making a meaningful impact in a dynamic, customer-focused environment.

About the Team: 

Our Field Operations team is at the heart of delivering outstanding service and ensuring every member feels at home. Collaborating with hosts and our Member Support Team, we work behind the scenes and on the frontlines to provide flawless operations and unmatched satisfaction for our members and guests.

This position will report to a Hub Head and work closely with our Member Support Manager. The position offers a Monday - Friday schedule (8 AM - 5 PM based on local time of market assignment)

 What You’ll Do:

• Own market success by ensuring all units meet move-in standards before a member’s arrival.
• Take the lead on resolving customer escalations with professionalism, creativity, and a commitment to delivering exceptional service.
• Maintain key relationships with property partners, hosts, and back-ops teams to ensure seamless operations.
• Manage and resolve support tickets and maintenance requests. 
• Monitor and improve key performance metrics, such as Net Promoter Score (NPS), customer satisfaction (CSAT), cleaning quality, and check-in scores.

What You Need: 

• A customer-first mindset with a passion for creating exceptional experiences at every touchpoint.
• Outstanding communication skills, ability to own relationships and resolve issues proactively.
• A hands-on approach to problem-solving, digging into the details to ensure no stone is left unturned.
• Strong organizational skills and the ability to thrive in a fast-paced, constantly evolving environment.
• Comfort using data and metrics to inform decisions and drive continuous improvements.
• A strategic thinker who can balance big-picture goals with day-to-day execution.
  
  What We Offer:
• Salary $19,000 MXN Gross monthly
• Grocery Vouchers $1500 monthly.
• 12 days of vacation from first year available after 90 days
• 5 PTO days
• Major Medical Health Insurance (Metlife)
• Minor Medical Health Insurance (Axxa)
• Dental Plan
• Vision Plan
• In Office parking
• 7 days of Landing Stays per year

• Important Notes:
  Position is available on site only / This is not a remote position.
  To be considered for the position submitted resume must be in English.