***To proceed with the application process, please upload your resume into this Google form: https://forms.gle/9XAHyrbeN2jDCQCTA***

About the Role
Month2Month is seeking an experienced Regional Customer Experience & Product Operations Manager to own tenant experience and related product operations for an assigned geographic region from the beginning of the role.

You will serve as the accountable business owner for tenant customer service and customer experience within your region. You will lead the team supporting regional tenants throughout their stay, manage escalated cases, improve service processes, and work closely with product and engineering teams to turn regional customer feedback into scalable product and system improvements.

This is not a traditional customer service supervisor position. You will manage business performance, develop team capabilities, improve operational systems, and make independent decisions that balance customer experience, operating costs, company policies, and long-term business value.

You will begin with direct responsibility for one assigned region. As you demonstrate results, the role can expand to additional markets or broader ownership of the region's operations and business performance.

What You'll Do

Customer Experience Leadership
• Own the end-to-end tenant experience for an assigned region, from pre-arrival and move-in through the stay, extension, and move-out.
• Establish and maintain customer service standards across all tenant communication channels.
• Monitor customer satisfaction, response time, resolution time, complaint volume, service recovery, and other customer experience metrics for the assigned region.
• Identify recurring customer issues and implement solutions that address their root causes.
• Independently manage sensitive or escalated cases involving service quality, maintenance, billing, extensions, move-outs, or policy disputes.
• Make sound service recovery decisions while balancing customer satisfaction, company policy, cost, and business risk.
• Develop strategies to improve tenant satisfaction, retention, extensions, referrals, and positive reviews.

Team Management and Development
• Lead, coach, and develop the team supporting tenants in the assigned region.
• Establish individual and team goals, performance standards, [MISSING TEXT] accountability systems.
• Conduct regular team meetings, case reviews, performance evaluations, and coaching sessions.
• Develop onboarding and ongoing training programs for customer service team members.
• Monitor workload and staffing needs to ensure appropriate service coverage.
• Build a service culture centered on ownership, professionalism, empathy, and follow-through.
• Identify performance gaps and implement appropriate coaching or corrective action.

Product Operations
• Serve as the primary operational partner between customer service, product, and engineering teams.
• Translate tenant needs, customer feedback, and operational pain points into clear product requirements and improvement recommendations.
• Maintain and prioritize a structured pipeline of customer-facing product issues and enhancement opportunities.
• Participate in the design, testing, launch, and 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 ensure new features are operationally ready before launch.
• Measure whether product and workflow changes improve customer experience and team efficiency.

Required Qualifications
• Bachelor's degree in business, hospitality, real estate, operations, communications, or a related field.
• At least five 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 two years of experience managing or supervising a customer service or operations team.
• Demonstrated 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 and 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 and 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.

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.

***To proceed with the application process, please upload your resume into this Google form: https://forms.gle/9XAHyrbeN2jDCQCTA***