Head of Experience Operations
Status: Full-Time
Reports To: VP, Experience
Location: Remote (can be located anywhere)
ABOUT THE COMPANY
An exciting San Francisco based startup with a global team
Launching an innovative travel-tech company in the luxury membership travel space.
Backed by high profile investors
ABOUT THE JOB
The Head of Experience Operations will be responsible for developing and building the companies member services and account management operations within the Experience team.
Working closely with the VP, Experience to define operational systems to deliver industry-leading attention to a discerning membership of elite travellers throughout our start-up phase and
beyond.
In addition, the Head of Experience Operations will help build the Experience Concierge Team, establish a global network of vendors, quality control systems, and design unique events and experiences for our membership and community.
YOU NEED
To be an expert in managing multiple projects from the ground up and in building personal relationships with our members, hosts, and vendors.
Extensive experience managing detailed travel itineraries in the
luxury travel market as well as an understanding of our members' lifestyle expectations is a must. This role will encourage a great deal of creativity and self-motivation.
Duties and Responsibilities:
● Establish operational procedures for the membership/experience team
● Manage future team members as determined with the VP, Experience
● Develop materials to support the development of the department and its services
● Create training materials as needed
● Conduct new member orientations and on-boarding for future members
● Search for and establish service contracts with local vendors globally
● Keep track of all membership plans, procedures, destinations, and feedback
● Produce regular performance reports as determined with the VP, Experience
● Operate under a to be determined budget
● Design member events, marketing plans, and services to support membership.
● Be a primary resource for conflict resolution and escalation
● Support the overall operations of the department as required during our start-up phase
● Yet to be determined tasks and responsibilities
Preferred Qualifications:
● 10+ Years in Luxury Vacation Rentals or Hospitality with 6+ years in a leadership role
● Excellent and polished verbal and communication skills
● Ability to understand and execute on very high-end request for a wealthy clientele
● Experience interacting with very sophisticated travelers and/or luxury travel agencies
● Knowledge of the UHNWI market
● Strong sense of privacy and data security
● Experience and ability to maintain demeanor when facilitating conflictc resolution
● Experience with the private villa, estate, and island market
● Strong telephone skills and computer literacy
● Experience establishing relationships with remote vendors
● Ability to manage remote operations and team members
● Ability to establish operations and procedures remotely
● A strong sense of design and a detailed eye for quality
● Attention to detail and efficiency as well as an ability to multitask
● Desire and ability to work within an ever-changing work environment
● A proactive approach to your work and responsibilities
● The ability and desire to handle other duties as assigned or changed over time
WHAT YOU GET
Ability to work remotely
Salary approx 75k plus bonus up to another 25k
The position is full time but would be on a contract basis