Director of Customer Experience

About the role

Belong is the operating system for rental homeownership, covering rent, maintenance, finances, residents and visibility. As Director of Customer Experience you own the experience homeowners and residents receive after joining, leading a team of 25+ Belongers across Concierge, Member Support and Home Occupancy. You set the direction for Experience, review conversations, coach your team, step into escalations and act as the member's voice at the leadership table.

Key responsibilities

• Concierge: set the standards for day-to-day member experience, keep the team proactive, accountable and trustworthy, and shape retention and satisfaction.
• Member Support: ensure timely, accurate resolutions across channels, decide how escalations are handled, measure service quality and turn feedback into improvements.
• Home Occupancy: own renewals, move-outs, turnover and occupancy transitions, influencing occupancy rates, homeowner returns and resident retention.
• Team performance: lead leads and individual contributors, build the management layer, clarify expectations and develop leaders.
• Scale through AI and systems: find bottlenecks, eliminate unnecessary work, adopt AI, automation and tooling so cost per home goes down.

Required profile

• At least 8 years leading operations and managing people in hospitality, customer experience, service delivery or member-facing environments.
• Experience designing or implementing AI-enabled workflows, support automation or service systems with real volume; uses metrics and dashboards to drive decisions.
• Fluent in English and Spanish, able to work with teams and partners across multiple locations.
• Hospitality, residential services or home operations experience strongly preferred; experience managing managers or leads is a plus.