Head of Member Experience & Operations

Belong; Municipio de Rincón de los Sauces; On-site; ARS 184,482,000 - 276,723,000; Full time

Job summary

Belong is building the operating system for rental homeownership, combining hospitality with technology to manage homeowners, residents, and properties. As Head of Experience, you will lead a 25+ team across Concierge, Member Support, and Home Occupancy, shaping how residents renew and how homeowners stay engaged.

You will coach leaders, own escalations, and partner with Product, Operations, Finance, and Growth to deliver exceptional service while driving retention and efficiency.

Qualifications

• 8+ years leading operations and managing people in hospitality, customer experience, service delivery, or member-facing environments.
• Led teams where service quality and execution affected retention and satisfaction.
• Experienced in designing or implementing AI-enabled workflows and service systems for high volume.

Responsibilities

• Own the Experience function for homeowners and residents across occupancy and post-join touchpoints.
• Lead Concierge, Member Support, and Home Occupancy teams; coach, escalate, and raise the bar on interactions.
• Set day-to-day experience standards, ensure proactive, accountable service and trusted relationships.
• Collaborate with Product, Operations, Finance, and Growth to align strategy with business goals.
• Define and measure success through satisfaction, renewals, occupancy, cost to serve, and escalation quality.
• Scale service quality through AI and systems, reducing friction and improving outcomes as Belong grows.

Skills

Operations leadership

Team management

Hospitality/customer exp.

AI-enabled workflows

Cross-functional collaboration

Bilingual: English/Spanish

Job description

Belong is building the operating system for rental homeownership, combining hospitality with technology to manage homeowners, residents, and properties. As Head of Experience, you will lead a 25+ team across Concierge, Member Support, and Home Occupancy, shaping how residents renew and how homeowners stay engaged.

You will coach leaders, own escalations, and partner with Product, Operations, Finance, and Growth to deliver exceptional service while driving retention and efficiency.