Head of Guest Experiences

At Cloud9, we are on a mission to revolutionize the hospitality industry. By transforming long-term luxury rentals into exceptional short-term experiences, we deliver unparalleled quality and service to our guests. At the same time, we empower property managers to unlock the full potential of their properties, maximizing their buildings top line.

🤓 As a Head of Guest Experience, you will...

• Build and own Cloud9's entire Guest Experience function from the ground up.

• Design service standards, SLAs, escalation paths, and quality assurance processes that ensure a world-class guest experience.

• Develop dashboards and KPIs to monitor team performance, operational health, and customer satisfaction.

• Leverage AI and automation to streamline workflows, improve response times, and increase operational efficiency.

• Hire, coach, and scale a high-performing Guest Experience team as the company grows.

• Continuously identify process improvements that reduce escalations, refunds, and operational bottlenecks.

• Partner closely with the CEO and cross-functional teams to enhance every stage of the guest journey.

• Create SOPs, documentation, and playbooks that enable consistent execution at scale.

• Balance exceptional customer experience with strong operational and business outcomes.

• Make data-driven decisions and take full ownership of the Guest Experience organization.

✨ You're the right person if you...

• Have 6+ years of experience leading Customer Support, Guest Experience, Customer Success, or Operations teams.

• Have built customer operations, processes, or service organizations from scratch—not just managed existing ones.

• Have hands-on experience designing SLAs, QA frameworks, escalation processes, and operational playbooks.

• Are highly analytical and comfortable defining KPIs and building performance dashboards.

• Have implemented AI tools or workflow automations to improve operational efficiency.

• Thrive in fast-paced startup environments with high ownership and ambiguity.

• Enjoy solving complex operational challenges and building scalable systems.

• Have excellent written and spoken English.

💜 You'll stand out even more if you...

• Have experience in hospitality, travel, proptech, or marketplace businesses.

• Have worked with tools like Zendesk, Intercom, Front, Notion, Airtable, Zapier, Make, or similar platforms.

• Have experience hiring, mentoring, and scaling customer-facing teams.

• Have personally built AI-powered workflows using LLMs, knowledge bases, automation platforms, or AI agents.

• Can demonstrate measurable business impact through operational improvements and customer experience metrics.

• Are excited by building systems from zero and creating processes that scale with the business.