Head of Member Experience & AI-Driven Operations

Belong; Buenos Aires; On-site; ARS 184,482,000 - 276,723,000; Full time

Job summary

Belong is seeking a senior operations leader to own the end-to-end experience for homeowners and residents. You will lead Concierge, Member Support, and Home Occupancy teams totaling 25+ Belongers, aligning hospitality, execution, and trust to drive renewals and occupancy.

You will set vision for Experience, coach managers, handle critical escalations, and partner with Product, Operations, Finance, and Growth. Your work directly affects retention, cost-to-serve, and scalable customer service.

Qualifications

• 8+ years leading operations and managing people in hospitality, customer experience or service delivery.
• Experience directing teams where service quality affects retention and satisfaction.
• Experience designing or implementing AI-enabled workflows or automation with real volume.
• Experience using metrics and dashboards to drive decisions and outcomes.
• Fluent in English and Spanish with ability to collaborate across locations.

Responsibilities

• Own Concierge function maintaining relationships between Belong, homeowners, and residents throughout occupancy.
• Lead and coach the Member Support team to ensure timely, accurate resolutions across channels.
• Oversee Home Occupancy lifecycle including renewals, move-outs, turnover and occupancy transitions.
• Lead the Team Performance function, setting expectations, accountability and development for managers and leads.
• Scale operations through AI and systems, streamline processes, and improve cost per home.

Skills

Leadership

Operations management

Hospitality experience

AI workflows

Analytics

Bilingual English/Spanish

Job description

Belong is seeking a senior operations leader to own the end-to-end experience for homeowners and residents. You will lead Concierge, Member Support, and Home Occupancy teams totaling 25+ Belongers, aligning hospitality, execution, and trust to drive renewals and occupancy.

You will set vision for Experience, coach managers, handle critical escalations, and partner with Product, Operations, Finance, and Growth. Your work directly affects retention, cost-to-serve, and scalable customer service.