Experience-designer Empregos à distância e no escritório em casa ∙ Página 464

Description

🌍 Redefining how people live.

At Blueground, we believe that when your base is reliable, the world opens up. That’s why we’re building the world’s leading platform for living.

Every year, 350 million people move between cities—yet today’s housing options haven’t caught up with the needs of this modern, mobile generation. Blueground was built to change that.

With 40,000+ homes across the globe, available for stays from a few days to a year or more, we’re just getting started. We’re on an exponential growth path to redefine living and create an entirely new category. Our edge? Powerful proprietary tech, operational excellence, and a team that executes with speed and discipline.

 Our culture is grounded in five principles:

• Guests First – Every decision starts with their experience.
• Move Fast – We value speed, momentum, and action.
• Dive In – The magic is always in the details, and we go deep.
• Embrace Change – Change isn’t a disruption; it’s how we grow.
• Keep It Honest – Transparency accelerates progress—and strengthens relationships.

If you’re ready to do the best work of your life and help reshape how the world lives, we’d love to meet you.

Role Description:

We are seeking a highly motivated and customer-focused Client Experience Manager to join our Blueground for Business (VIP) Client Experience Team. This role is ideal for a hospitality-minded professional who thrives in a fast-paced environment and is passionate about delivering exceptional experiences to high-value guests and corporate clients.

The Client Experience Manager will serve as a key leader within the VIP Client Experience organization, balancing people leadership, account management, and escalated guest support. While the team’s coordinators manage the majority of day-to-day guest interactions, this role is responsible for leading the response to complex, sensitive, and high-priority situations that require immediate action and strategic decision-making.

The ideal candidate will possess strong communication, problem-solving, prioritization, and relationship-building skills, coupled with the ability to navigate ambiguity with confidence and empathy. This position requires close collaboration with cross-functional partners and a commitment to delivering best-in-class service to Blueground’s most important guests and clients.

Team Leadership

• Report directly to the Senior Manager of Client Experience.
• Lead, coach, and develop a team of Client Experience Coordinators.
• Monitor and drive team performance against established KPIs and service standards.
• Foster a collaborative, customer-centric culture focused on accountability and continuous improvement.
• Provide guidance and support on complex guest and client situations.

Client & Account Management

• Build and maintain strong relationships with key corporate account stakeholders.
• Serve as the primary point of contact for designated strategic accounts.
• Lead Quarterly Business Reviews (QBRs) with top-tier clients.
• Facilitate recurring service calls and business reviews with key accounts.
• Identify opportunities to strengthen partnerships and enhance the client experience.

Escalation & Service Excellence

• Manage escalated guest and client concerns with urgency and professionalism.
• Drive resolution of complex issues by partnering with internal teams and external stakeholders.
• Provide proactive communication and status updates throughout the resolution process.
• Deliver white-glove service to VIP guests and high-value corporate clients.
• Exercise sound judgment and decision-making in ambiguous or sensitive situations.

Cross-Functional Collaboration

• Partner with Operations, Sales, Supply, Product, and external building partners to resolve guest concerns efficiently.
• Continuously learn and adapt to evolving client requirements, contractual obligations, and service expectations.
• Contribute to process improvements that enhance both the guest and client experience.
• Support the development and implementation of scalable solutions for VIP account management.

What We're Looking For

• 3+ years of experience in customer service, hospitality, guest relations, client success, account management, or a related field.
• 3+ years of people management experience leading a team of five or more direct reports. BPO experience is a plus.
• Demonstrated success handling complex customer issues that require cross-functional collaboration and multiple touchpoints to resolve.
• Strong ability to prioritize competing demands in a fast-paced environment.
• Exceptional written and verbal communication skills with a proven ability to communicate concisely, professionally, and empathetically.
• Experience managing escalations and delivering service recovery solutions.

Preferred Qualifications

• Experience supporting corporate clients, mobility programs, relocation services, hospitality, or property management operations.
• Proven ability to build and maintain executive-level client relationships.
• Strong analytical and problem-solving skills with a continuous improvement mindset.
• Experience leading client business reviews and presenting performance metrics to stakeholders.

Manager: Client Experience Senior Manager
Location: Remote, United States
Schedule: Monday–Friday, 11:00 AM – 8:00 PM EST (8:00 AM – 5:00 PM PST), flexible to accommodate business needs

Benefits

• Competitive salary and annual performance bonus ($85,000 - $100,000 w/up to 15% Annual Bonus)
• Flexible PTO
• Cigna Healthcare (Medical, Dental, Vision) 
• 401k retirement plan
• Paid maternity/parental leave benefits for new parents
• Equipment provided by Blueground
• Complimentary accommodation in Blueground locations.