Posted at: 2 December

Senior Customer Experience Manager

Company

Placemakr

Placemakr is a Washington, DC-based flexible hospitality platform offering tech-enabled apartment hotels for short and long-term stays, primarily serving the B2C market in the hospitality and real estate industries.

Job Type

Full-time

Allowed Applicant Locations

United States

Salary

$80,000 to $120,000 per year

Apply Here

Job Description

A bit about us
At Placemakr, home meets hospitality. We’ve combined the best of apartment living, vacation rentals, and hotel stays into one experience. We partner with developers, property operators, and investors to curate a collection of apartment-like spaces in hand-picked neighborhoods. Our tech-enabled buildings create one-of-a-kind guest experiences and add tremendous value to the underlying real estate. Whether guests are with us for a night, a year, or somewhere in between, these are more than just spaces to spend the night — they’re a place to call home.
 
Our property team members help our buildings thrive by focusing on execution and ensuring a great experience for both residents and guests. Our non-property team members support property execution and the evolution of other areas within our platform. They can enjoy remote-first work with the freedom to choose their location — as long as they have access to a workspace and reliable Wi-Fi. We believe collaboration is key, so our remote-first teams and property leaders have biannual in-person get-togethers at various locations across the US.

From corporate non-property team members to our property teams and leaders, we’re looking for collaborative, driven individuals to join us as we continue to expand our presence. 

The Impact You’ll Have
As our Senior Manager of Customer Experience, you’ll shape what “the smarter way to stay” really feels like. You’ll lead a team that brings our hospitality-living promise to life — creating moments that make guests feel seen, supported, and at home from the first hello to their departure. The responsibility of this role is to manage and improve aspects of the guest journey, ensuring satisfaction and loyalty throughout a guest's life cycle.  Around here, things move fast and no two days look the same (which is how we like it)! You’ll collaborate closely with our Associate Director of CX and cross-functional teams to build seamless, thoughtful touchpoints across the entire guest journey. Through strong communication, data-driven insights, and a caring, human approach, you’ll set the standard for how Placemakr connects with every guest, every time. As an experienced leader and subject matter expert, this individual needs to emphasize precise documentation and reporting, and communicate issues, expectations or changes effectively with team members across the business. This is how we own it, make it better and treat people right! 

What You'll Do

    • Lead with care and clarity. Guide and grow a team of off-site supervisors and agents to deliver an effortless guest experience across every channel.
    • Develop centers of excellence. Build specialized, high-performing teams that make the guest journey smarter and smoother with an emphasis on highly reliable communication channels and operational efficiency. Set the standard of excellence for guest experience and cross-functionally roll out these standards to ALL guest facing teams in the business.
    • Coach and empower. Train, mentor, and inspire your team — creating a culture of accountability, collaboration, and continuous improvement. Create a clear growth trajectory within the team. Develop your supervisors so they can fulfill your duties in your absence.
    • Keep the information fresh. Regularly audit and update guest-facing communications to make sure what we share is clear, helpful, and true to our brand. Advocate for changes to the guest experience that create a more seamless journey throughout our portfolio.
    • Collaborate across the company. Partner with a myriad of cross functional teams to support new openings and ensure every guest touchpoint feels like Placemakr.
    • Own the story through data. Create and manage dashboards that give a clear picture of guest satisfaction, contact trends, and team performance. Use said data to create resources, drive accountability, and suggest improvements across the business.
    • Evolve our CX playbook. In partnership with the Associate Director, refine our customer experience strategy so it continues to set us apart as a category-defining brand. You maintain and update our CX playbook to ensure information is always accurate, and our guest facing teams are delivering to our standards of excellence.
    • Lead by example. Embody our Community Norms — treating people right, owning your work, and always finding ways to make it better.
    • Continuously improve. Recommend and rollout processes that standardize the guest experience across all properties in the Placemakr portfolio. Pilot new ways of communicating with our guests, driving meaningful change and setting us apart from others in the hospitality industry.
    • Partner with the Associate Director of CX on budgetary needs and recommendations.
    • Additional duties and responsibilities assigned. At Placemakr, this phrase isn’t a catch-all; it’s the way we work. 

What It Takes

    • Bachelor’s degree in hospitality, business, communications, or related field — or equivalent hands-on experience.
    • 7+ years in hospitality, operations, retail, or F&B, with on-site experience a big plus.
    • 3+ years of people leadership, ideally in a customer service or guest experience environment.
    • Skilled in Microsoft Office Suite, and experience with hospitality management systems and communication tools preferred.
    • A proven ability to lead, train, delegate, and motivate teams while keeping them aligned around goals and guest care.
    • A guest-first mindset — you’re obsessed with making things better for them, every day.
    • Relentless curiosity, adaptability, and a growth mindset. You have the ability to give feedback in a timely, compassionate, yet direct manner and receive feedback with grace.
    • A hands-on leader and world-class motivator who excels in change management – you don’t just talk about what’s happening; you explain the why and inspire others in the middle of the storm.
    • Strong communication skills, both written and verbal, with the ability to collaborate across departments.
    • You enjoy working cross-functionally to assist with identifying issues and implementing solutions.
    • Comfort with data and reporting to drive insights and improvements.
    • A calm, confident presence during change — you explain the “why,” not just the “what,” and inspire others through it.
    • Attention to detail and the ability to manage multiple priorities in a fast-moving environment.
    • You exercise excellent judgement and decision-making skills.
    • And above all: you live our values. You own it. You make it better. You treat people right. 
Our benefits & perks
Competitive Pay and Generous Stock Options  
Medical, Vision & Dental Insurance with options for Flexible Spending Accounts
Generous Paid Time-Off Program
Paid Parental Leave
Paid Life Insurance
401k + 4% employer matching program   
Monthly cell phone reimbursement, health & wellness stipend and a generous onboarding stipend for remote employees
Plus, discounts to stay at select Placemakr properties all over the US

Our community norms
Great people are the key to our success. From corporate team members to our property teams and leaders, we’re looking for collaborative, driven individuals to join us as we continue to expand our presence across the US. Most importantly, we create positive community norms that shape our company culture and inform how we do business:

We own it.
We make it better.
We treat people right.

Applicants must be legally authorized to work in the United States and meet our age requirements of 18 years or older in order to be considered for employment with Placemakr. 

Placemakr will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our team at [email protected]

All your information will be kept confidential according to EEO guidelines. Placemakr values diversity of all kinds and is committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Placemakr participates in the E-Verify program as part of our hiring process in order to stay committed to maintaining a legal workforce and complying with all applicable employment laws. E-Verify is a federal system that allows employers to confirm the employment eligibility of newly hired employees by comparing information from an employee’s Form I-9 to data from U.S. Department of Homeland Security and Social Security Administration records. All new hires will be required to complete the Form I-9 and may be verified through the E-Verify system. For more information about E-Verify, please visit www.e-verify.gov.

If you don’t meet 100% of the above qualifications, we still encourage you to apply! 
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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