Regional Customer Experience & Product Operations Manager

Own the end-to-end tenant experience and partner with product and engineering to turn customer insights into scalable improvements for a U.S. region.

Responsibilities

• Lead the end-to-end tenant experience for an assigned U.S. region, covering pre-arrival, move-in, stay, extension, and move-out.
• Establish and maintain customer service standards across all tenant communication channels.
• Track and improve customer experience performance using metrics such as customer satisfaction, response time, resolution time, complaint volume, service recovery, and other regional CX measures.
• Detect recurring customer issues, diagnose root causes, and implement solutions to prevent repeat problems.
• Independently manage sensitive or escalated cases related to service quality, maintenance, billing, extensions, move-outs, and policy disputes.
• Make service recovery decisions that balance customer satisfaction, company policy, cost, and business risk.
• Develop strategies to increase tenant satisfaction, retention, extensions, referrals, and positive reviews.
• Lead, coach, and develop the regional team supporting tenants.
• Set individual and team goals, define performance standards, create schedules, and maintain accountability systems.
• Run regular team meetings, case reviews, performance evaluations, and coaching sessions.
• Create onboarding and ongoing training programs for customer service team members.
• Monitor workload and staffing needs to maintain appropriate service coverage.
• Build a service culture based on ownership, professionalism, empathy, and follow-through.
• Identify performance gaps and implement coaching or corrective action as needed.
• Act as the primary operational partner between customer service, product, and engineering.
• Convert tenant needs, customer feedback, and operational pain points into clear product requirements and improvement recommendations.
• Maintain a structured pipeline of customer-facing product issues and enhancement opportunities.
• Participate in the design, testing, launch, and post-launch evaluation of tenant-facing tools, workflows, and system features.
• Provide operational requirements and user feedback for the tenant app, booking experience, payment systems, maintenance workflows, and internal support tools.
• Coordinate user acceptance testing and help ensure new features are operationally ready before launch.
• Measure whether product and workflow changes improve both customer experience and team efficiency.

Requirements

• Bachelor’s degree in business, hospitality, real estate, operations, communications, or a related field.
• At least 5 years of relevant experience in customer experience, service operations, hospitality, property management, furnished housing, corporate housing, multifamily housing, or a related service industry.
• At least 2 years managing or supervising a customer service or operations team.
• Proven experience managing escalated customer situations and making independent service recovery decisions.
• Experience establishing service standards, performance metrics, SOPs, and team accountability systems.
• Strong analytical skills, with experience using data to evaluate business or team performance.
• Demonstrated ability to identify root causes and implement scalable operational improvements.
• Strong written and verbal communication, leadership judgment, emotional intelligence, and conflict-resolution skills.
• Ability to work effectively with product, engineering, operations, maintenance, sales, and finance teams.
• Proficiency in Microsoft Excel or Google Sheets, plus experience with CRM, ticketing, or property management systems.
• Ability to work full-time on-site in Irvine, California.
• Valid driver’s license, reliable transportation, and willingness to travel locally when business needs require.

Technologies

• Microsoft Excel
• Google Sheets
• CRM
• Ticketing
• Property management systems

Preferred Qualifications

• Direct experience in corporate housing, furnished rentals, hospitality, multifamily housing, short-term rentals, or property management.
• Experience owning customer service or operations across multiple properties within a defined geographic market.
• Experience partnering with a product or engineering team on customer-facing software or operational tools.
• Experience supporting organizational growth, market launches, or operational transformation.
• Knowledge of customer experience metrics such as CSAT, NPS, response time, resolution time, retention, and customer effort.
• Bilingual proficiency in English and Mandarin is a plus but not required.