Operations Senior Program Manager

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 9,000 homes in 26+ 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 900+ 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 to recruit an Operations Senior Program Manager based anywhere in the USA. As an Operations Senior Program Manager, you will find solutions to the stickiest, most unique challenges related to our business. Our business operations team is in charge of assisting our two Customer Experience business units with business analytics and performance management. You will work closely with Customer Experience, Operations and Product leadership to define associated product and system improvements, identifying opportunities to improve operations for both our internal teams and guests in order to increase our overall efficiency.

What you will focus on:

• Drive business change by gaining a thorough understanding of the company, identifying key focus areas through data-driven insights, and generating trust with business partners.
• Actively identify operational issues and develop improvements to enhance company flow for the Customer Experience teams
• Understand our operational CX processes and pipeline to help improve team effectiveness, remove roadblocks, and work with CX leadership to uncover insights and areas of opportunity to increase CX effectiveness
• Set up and run the CX Performance Management dashboard
• Analyze data from various sources-including metrics from CRM software, call logs, emails, etc.-to identify trends or opportunities for improvement
• Liasing with Product and engineering teams in order to support priorization of developments and adoption by the various teams post implementation
• Standardize project and enhancement intake process, prioritization, assignment, and execution
• Oversight of Blueground's tech stack (ticketing system, Call Center tool, etc.)

What we are looking for:

• 5+ years in consulting
• Customer Success/Client Experience Operations experience
• Experience with a scaled or tech-touch team preferred
• Data-driven decision-maker focused on scalable solutions
• A collaborative and friendly individual who thinks creatively
• Experience bringing together cross-functional stakeholders and cultivating close working ties with partners
• Diligent attention to detail, ensuring good analysis and well-thought-out recommendations
• Advanced proficiency in Google Suite and/or Zendesk will be considered as a plus

Recruitment Process Steps*

• Talent Acquisition team (30m): Deep dive into past experiences & opportunity to discuss your collaboration style
• Equalture - Gamified Online Assessments (25m): Have fun while exploring your behavioral and cognitive side
• Hiring Manager (30m): Showcase your technical skills & ability to achieve results
• Functional Leader (30m): Double down on your ability to embrace diverse situations & a guest-first mindset
• Hiring Hero (30): Focus on your potential for future growth across the organization
• Senior Functional Leader (30'): Honing in on your appetite for being strategic & innovative

*Some of the steps above may be merged in the form of joint calls, or scheduled as back to back steps

Your benefits:

• Competitive Compensation package
• Blueground Stock Option Plan
• 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.

For more information on Blueground, visit us at www.theblueground.com. To keep up with Blueground news, follow us on LinkedIn, Instagram and Tik Tok!