Director of Member Experience

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  "source_hash": "8793dfad28d2c17934599c1cc774c8fd638e83a4f9bbe8a120c0e30af71725c5",
  "last_changed_at": "2026-06-03T13:02:03.970Z",
  "active_status": "deleted"
}

{
  "language": "en",
  "location": {
    "raw": "Mexico City",
    "city": null,
    "region": null,
    "country": "Mexico City",
    "is_remote": true,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-01T14:27:22.374Z",
  "launch_scope": {
    "reason": "jazzhr_production_catalog",
    "included": true,
    "location": {
      "raw": "Mexico City",
      "city": null,
      "region": null,
      "country": "Mexico City",
      "is_remote": true,
      "confidence": 0.8
    },
    "countries": [
      "Mexico City"
    ]
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
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{}

{
  "detail": {
    "url": "https://landing.applytojob.com/apply/jobs/details/FDumGH543O?&",
    "heading": "Director of Member Experience",
    "html_title": "JazzHR » Job Listings",
    "canonical_url": "https://landing.applytojob.com/apply/FDumGH543O/Director-Of-Member-Experience",
    "description_html": "<h2 style=\"line-height:1.2;margin-top:16px;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Important Notes</span></span></span></span></span></span></span></h2><p style=\"line-height:1.2;margin-bottom:5px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:400;\"><span style=\"font-style:italic;\"><span style=\"text-decoration:none;\">This position is based on-site in Mexico City, CDMX. Remote work is not available for this role.</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:400;\"><span style=\"font-style:italic;\"><span style=\"text-decoration:none;\">Submitted resumes must be in English to be considered.</span></span></span></span></span></span></span><br><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">About Us</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Since 2019, Landing has redefined apartment renting with the industry’s first flexible living model. Our membership program provides consumers access to a network of apartments in 60+ top markets with no deposits, hassles, or stress.</span></span></span></span></span></span></span><br><br><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">About the Role</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">We’re looking for a strategic, hands-on Director of Member Experience to lead the team that defines how our members feel about Landing. This is not a “set the strategy and delegate” role. You’ll be in the trenches with your supervisors, listening to calls, diagnosing systemic issues, and building the playbooks that turn good support into an unforgettable experience.</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You’ll own the full Member Experience operation out of our Mexico City office, reporting directly to the Head of Field Operations. Your team is the front line - handling member calls, tickets, escalations, emergencies, and third-party booking support 24/7/365. You’ll be responsible for raising the bar on service quality, developing leaders, and building scalable systems that keep pace with Landing’s growth.</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">The right person for this role thinks in systems, leads with empathy, and is obsessed with the member journey from first contact to resolution. You solve problems with a long-term mindset, coach with specificity, and use data to drive decisions - not just report on them.</span></span></span></span></span></span></span><br><br><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">About the Team</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">The Member Experience Team is the heartbeat of Landing’s operations. This 24/7/365 team handles every inbound inquiry, emergency call, escalation, and third-party reservation across platforms like Airbnb, VRBO, and Marriott. They’re empowered to solve problems on the spot - from routine questions to member safety emergencies - and they work cross-functionally with Field Operations, Product, and other departments to close the loop.</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You’ll lead a team of supervisors and front-line agents who are passionate, scrappy, and committed to delivering a world-class member experience. Your job is to make them even better.</span></span></span></span></span></span></span><br><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What You’ll Do</span></span></span></span></span></span></span></p><h3 style=\"line-height:1.2;margin-top:13px;margin-bottom:7px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Lead & Develop the Team</span></span></span></span></span></span></span></h3><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Own daily operations: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oversee the end-to-end workflow of the Member Experience team, ensuring consistent service delivery across all channels and shifts.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Build leaders: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Hire, mentor, and develop supervisors and team leads. Coach with real examples, not abstractions. Provide timely, constructive feedback that drives measurable improvement.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Drive quality: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Design and implement training programs, QA frameworks, and calibration sessions that raise the floor and the ceiling on agent performance.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Manage performance: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Establish clear expectations, run regular 1:1s, and handle performance issues directly and in accordance with company policy.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Close knowledge gaps: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Identify where the team lacks product knowledge, process clarity, or soft skills - and build plans to fix it.</span></span></span></span></span></span></span></li></ul><h3 style=\"line-height:1.2;margin-top:13px;margin-bottom:7px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Drive Strategy & Results</span></span></span></span></span></span></span></h3><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Own the metrics: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">NPS, CSAT, and First Call Resolution (FCR) are your primary KPIs. You’ll also monitor SLA adherence, Average Handle Time (AHT), and agent attrition as diagnostic indicators of team and system health.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Turn data into action: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Use Looker, Dialpad, and Sigma to analyze trends, identify root causes, and implement solutions. You’re not just reporting numbers - you’re changing them.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Design scalable systems: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Build and refine policies, SOPs, and escalation frameworks that work today and scale with Landing’s growth. Think long-term, execute now.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Champion the member voice: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Act as the internal advocate for member experience. Translate customer feedback into actionable product, process, and policy recommendations.</span></span></span></span></span></span></span></li></ul><h3 style=\"line-height:1.2;margin-top:13px;margin-bottom:7px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Collaborate Cross-Functionally</span></span></span></span></span></span></span></h3><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Partner with Field Operations: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ensure seamless communication between the support team and on-the-ground field agents. Flag issues, share insights, and coordinate resolutions.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Bridge departments: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Work with Product, Engineering, and other teams to close feedback loops, improve tooling, and reduce the issues that generate support volume in the first place.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Manage third-party channels: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oversee all booking support and member communications through Airbnb, VRBO, Marriott, and other third-party platforms.</span></span></span></span></span></span></span></li></ul><div style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What You’ll Need</span></span></span></span></span></span></span></div><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">7+ years of experience in customer experience, customer service operations, or a related strategic operations role.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">5+ years of leadership experience managing teams in a contact center or member support environment, with a proven track record of building high-performing teams.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">English proficiency: Fluent (C1 or higher). Spanish proficiency strongly preferred.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to work on-site from our Polanco office in Mexico City.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Deep experience with contact center tooling (Twilio, Dialpad, or similar) and analytics platforms (Looker, Tableau, Sigma or similar).</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Demonstrated ability to use data to identify problems, design interventions, and measure outcomes.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Exceptional communication skills - you can present to executives, coach a front-line agent, and write a crisp SOP with equal fluency.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">A leadership style rooted in empathy, directness, and accountability. You develop people, not just manage them.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Comfort operating in a fast-paced, high-growth environment where priorities shift and ambiguity is the norm.</span></span></span></span></span></span></span></li></ul><div style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Nice to Have</span></span></span></span></span></span></span></div><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience in proptech, hospitality, or marketplace businesses.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with third-party booking platforms (Airbnb, VRBO, Marriott).</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience managing a 24/7/365 operation with distributed or BPO environments.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">CRM administration or workflow automation experience.</span></span></span></span></span></span></span></li></ul><div style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Compensation & Benefits</span></span></span></span></span></span></span></div><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Competitive salary + performance bonus </span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Stock options</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Comprehensive benefits: Major medical (MetLife), minor medical (AXA Keralty), dental, and vision coverage</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Life Insurance </span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Grocery vouchers</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Vacation: 20 days per year (available after 90 days of employment)</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Paid time off (PTO): 40 hours per year (available after 30 days of employment)</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Parking: On-site parking for bikes, motorcycles, and cars</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Travel benefit: $750 USD annually in Landing Stays</span></span></span></span></span></span></span></li></ul>",
    "description_text": "Important Notes\n This position is based on-site in Mexico City, CDMX. Remote work is not available for this role.\n Submitted resumes must be in English to be considered.\n About Us\n Since 2019, Landing has redefined apartment renting with the industry’s first flexible living model. Our membership program provides consumers access to a network of apartments in 60+ top markets with no deposits, hassles, or stress.\n About the Role\n We’re looking for a strategic, hands-on Director of Member Experience to lead the team that defines how our members feel about Landing. This is not a “set the strategy and delegate” role. You’ll be in the trenches with your supervisors, listening to calls, diagnosing systemic issues, and building the playbooks that turn good support into an unforgettable experience.\n You’ll own the full Member Experience operation out of our Mexico City office, reporting directly to the Head of Field Operations. Your team is the front line - handling member calls, tickets, escalations, emergencies, and third-party booking support 24/7/365. You’ll be responsible for raising the bar on service quality, developing leaders, and building scalable systems that keep pace with Landing’s growth.\n The right person for this role thinks in systems, leads with empathy, and is obsessed with the member journey from first contact to resolution. You solve problems with a long-term mindset, coach with specificity, and use data to drive decisions - not just report on them.\n About the Team\n The Member Experience Team is the heartbeat of Landing’s operations. This 24/7/365 team handles every inbound inquiry, emergency call, escalation, and third-party reservation across platforms like Airbnb, VRBO, and Marriott. They’re empowered to solve problems on the spot - from routine questions to member safety emergencies - and they work cross-functionally with Field Operations, Product, and other departments to close the loop.\n You’ll lead a team of supervisors and front-line agents who are passionate, scrappy, and committed to delivering a world-class member experience. Your job is to make them even better.\n What You’ll Do\n Lead & Develop the Team\n Own daily operations: Oversee the end-to-end workflow of the Member Experience team, ensuring consistent service delivery across all channels and shifts.\n Build leaders: Hire, mentor, and develop supervisors and team leads. Coach with real examples, not abstractions. Provide timely, constructive feedback that drives measurable improvement.\n Drive quality: Design and implement training programs, QA frameworks, and calibration sessions that raise the floor and the ceiling on agent performance.\n Manage performance: Establish clear expectations, run regular 1:1s, and handle performance issues directly and in accordance with company policy.\n Close knowledge gaps: Identify where the team lacks product knowledge, process clarity, or soft skills - and build plans to fix it.\n Drive Strategy & Results\n Own the metrics: NPS, CSAT, and First Call Resolution (FCR) are your primary KPIs. You’ll also monitor SLA adherence, Average Handle Time (AHT), and agent attrition as diagnostic indicators of team and system health.\n Turn data into action: Use Looker, Dialpad, and Sigma to analyze trends, identify root causes, and implement solutions. You’re not just reporting numbers - you’re changing them.\n Design scalable systems: Build and refine policies, SOPs, and escalation frameworks that work today and scale with Landing’s growth. Think long-term, execute now.\n Champion the member voice: Act as the internal advocate for member experience. Translate customer feedback into actionable product, process, and policy recommendations.\n Collaborate Cross-Functionally\n Partner with Field Operations: Ensure seamless communication between the support team and on-the-ground field agents. Flag issues, share insights, and coordinate resolutions.\n Bridge departments: Work with Product, Engineering, and other teams to close feedback loops, improve tooling, and reduce the issues that generate support volume in the first place.\n Manage third-party channels: Oversee all booking support and member communications through Airbnb, VRBO, Marriott, and other third-party platforms.\n What You’ll Need\n 7+ years of experience in customer experience, customer service operations, or a related strategic operations role.\n 5+ years of leadership experience managing teams in a contact center or member support environment, with a proven track record of building high-performing teams.\n English proficiency: Fluent (C1 or higher). Spanish proficiency strongly preferred.\n Ability to work on-site from our Polanco office in Mexico City.\n Deep experience with contact center tooling (Twilio, Dialpad, or similar) and analytics platforms (Looker, Tableau, Sigma or similar).\n Demonstrated ability to use data to identify problems, design interventions, and measure outcomes.\n Exceptional communication skills - you can present to executives, coach a front-line agent, and write a crisp SOP with equal fluency.\n A leadership style rooted in empathy, directness, and accountability. You develop people, not just manage them.\n Comfort operating in a fast-paced, high-growth environment where priorities shift and ambiguity is the norm.\n Nice to Have\n Experience in proptech, hospitality, or marketplace businesses.\n Familiarity with third-party booking platforms (Airbnb, VRBO, Marriott).\n Experience managing a 24/7/365 operation with distributed or BPO environments.\n CRM administration or workflow automation experience.\n Compensation & Benefits\n Competitive salary + performance bonus\n Stock options\n Comprehensive benefits: Major medical (MetLife), minor medical (AXA Keralty), dental, and vision coverage\n Life Insurance\n Grocery vouchers\n Vacation: 20 days per year (available after 90 days of employment)\n Paid time off (PTO): 40 hours per year (available after 30 days of employment)\n Parking: On-site parking for bikes, motorcycles, and cars\n Travel benefit: $750 USD annually in Landing Stays",
    "jsonld_jobposting": {
      "url": "https://landing.applytojob.com/apply/FDumGH543O/Director-Of-Member-Experience",
      "@type": "JobPosting",
      "title": "Director of Member Experience",
      "@context": "http://schema.org/",
      "baseSalary": {
        "@type": "MonetaryAmount",
        "value": {
          "@type": "QuantitativeValue",
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          "unitText": "YEAR"
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      },
      "datePosted": "2026-05-04",
      "description": "<h2 style=\"line-height:1.2;margin-top:16px;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Important Notes</span></span></span></span></span></span></span></h2><p style=\"line-height:1.2;margin-bottom:5px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:400;\"><span style=\"font-style:italic;\"><span style=\"text-decoration:none;\">This position is based on-site in Mexico City, CDMX. Remote work is not available for this role.</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:400;\"><span style=\"font-style:italic;\"><span style=\"text-decoration:none;\">Submitted resumes must be in English to be considered.</span></span></span></span></span></span></span><br><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">About Us</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Since 2019, Landing has redefined apartment renting with the industry’s first flexible living model. Our membership program provides consumers access to a network of apartments in 60+ top markets with no deposits, hassles, or stress.</span></span></span></span></span></span></span><br><br><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">About the Role</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">We’re looking for a strategic, hands-on Director of Member Experience to lead the team that defines how our members feel about Landing. This is not a “set the strategy and delegate” role. You’ll be in the trenches with your supervisors, listening to calls, diagnosing systemic issues, and building the playbooks that turn good support into an unforgettable experience.</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You’ll own the full Member Experience operation out of our Mexico City office, reporting directly to the Head of Field Operations. Your team is the front line - handling member calls, tickets, escalations, emergencies, and third-party booking support 24/7/365. You’ll be responsible for raising the bar on service quality, developing leaders, and building scalable systems that keep pace with Landing’s growth.</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">The right person for this role thinks in systems, leads with empathy, and is obsessed with the member journey from first contact to resolution. You solve problems with a long-term mindset, coach with specificity, and use data to drive decisions - not just report on them.</span></span></span></span></span></span></span><br><br><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">About the Team</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">The Member Experience Team is the heartbeat of Landing’s operations. This 24/7/365 team handles every inbound inquiry, emergency call, escalation, and third-party reservation across platforms like Airbnb, VRBO, and Marriott. They’re empowered to solve problems on the spot - from routine questions to member safety emergencies - and they work cross-functionally with Field Operations, Product, and other departments to close the loop.</span></span></span></span></span></span></span></p><p style=\"line-height:1.2;margin-bottom:8px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You’ll lead a team of supervisors and front-line agents who are passionate, scrappy, and committed to delivering a world-class member experience. Your job is to make them even better.</span></span></span></span></span></span></span><br><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What You’ll Do</span></span></span></span></span></span></span></p><h3 style=\"line-height:1.2;margin-top:13px;margin-bottom:7px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Lead & Develop the Team</span></span></span></span></span></span></span></h3><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Own daily operations: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oversee the end-to-end workflow of the Member Experience team, ensuring consistent service delivery across all channels and shifts.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Build leaders: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Hire, mentor, and develop supervisors and team leads. Coach with real examples, not abstractions. Provide timely, constructive feedback that drives measurable improvement.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Drive quality: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Design and implement training programs, QA frameworks, and calibration sessions that raise the floor and the ceiling on agent performance.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Manage performance: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Establish clear expectations, run regular 1:1s, and handle performance issues directly and in accordance with company policy.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Close knowledge gaps: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Identify where the team lacks product knowledge, process clarity, or soft skills - and build plans to fix it.</span></span></span></span></span></span></span></li></ul><h3 style=\"line-height:1.2;margin-top:13px;margin-bottom:7px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Drive Strategy & Results</span></span></span></span></span></span></span></h3><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Own the metrics: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">NPS, CSAT, and First Call Resolution (FCR) are your primary KPIs. You’ll also monitor SLA adherence, Average Handle Time (AHT), and agent attrition as diagnostic indicators of team and system health.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Turn data into action: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Use Looker, Dialpad, and Sigma to analyze trends, identify root causes, and implement solutions. You’re not just reporting numbers - you’re changing them.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Design scalable systems: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Build and refine policies, SOPs, and escalation frameworks that work today and scale with Landing’s growth. Think long-term, execute now.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Champion the member voice: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Act as the internal advocate for member experience. Translate customer feedback into actionable product, process, and policy recommendations.</span></span></span></span></span></span></span></li></ul><h3 style=\"line-height:1.2;margin-top:13px;margin-bottom:7px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#4a5568;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Collaborate Cross-Functionally</span></span></span></span></span></span></span></h3><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Partner with Field Operations: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ensure seamless communication between the support team and on-the-ground field agents. Flag issues, share insights, and coordinate resolutions.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Bridge departments: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Work with Product, Engineering, and other teams to close feedback loops, improve tooling, and reduce the issues that generate support volume in the first place.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Manage third-party channels: </span></span></span></span></span><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oversee all booking support and member communications through Airbnb, VRBO, Marriott, and other third-party platforms.</span></span></span></span></span></span></span></li></ul><div style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What You’ll Need</span></span></span></span></span></span></span></div><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">7+ years of experience in customer experience, customer service operations, or a related strategic operations role.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">5+ years of leadership experience managing teams in a contact center or member support environment, with a proven track record of building high-performing teams.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">English proficiency: Fluent (C1 or higher). Spanish proficiency strongly preferred.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to work on-site from our Polanco office in Mexico City.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Deep experience with contact center tooling (Twilio, Dialpad, or similar) and analytics platforms (Looker, Tableau, Sigma or similar).</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Demonstrated ability to use data to identify problems, design interventions, and measure outcomes.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Exceptional communication skills - you can present to executives, coach a front-line agent, and write a crisp SOP with equal fluency.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">A leadership style rooted in empathy, directness, and accountability. You develop people, not just manage them.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Comfort operating in a fast-paced, high-growth environment where priorities shift and ambiguity is the norm.</span></span></span></span></span></span></span></li></ul><div style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Nice to Have</span></span></span></span></span></span></span></div><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience in proptech, hospitality, or marketplace businesses.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with third-party booking platforms (Airbnb, VRBO, Marriott).</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience managing a 24/7/365 operation with distributed or BPO environments.</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">CRM administration or workflow automation experience.</span></span></span></span></span></span></span></li></ul><div style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Compensation & Benefits</span></span></span></span></span></span></span></div><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Competitive salary + performance bonus </span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Stock options</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Comprehensive benefits: Major medical (MetLife), minor medical (AXA Keralty), dental, and vision coverage</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Life Insurance </span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Grocery vouchers</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Vacation: 20 days per year (available after 90 days of employment)</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Paid time off (PTO): 40 hours per year (available after 30 days of employment)</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Parking: On-site parking for bikes, motorcycles, and cars</span></span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#2d3748;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Travel benefit: $750 USD annually in Landing Stays</span></span></span></span></span></span></span></li></ul>",
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    "id": "FDumGH543O",
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