Operations Cluster Manager

Zolostays Property Solutions Private Limited; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Zolo Coliving in Bengaluru seeks a Customer Experience Manager (CEM) to own cluster performance across 10–20 properties. You will drive occupancy, revenue, margins, and a consistent customer experience, while building and leading on-ground teams to deliver standardized service and rapid issue resolution.

As the cluster owner, you will implement data-driven improvements, train local teams, and ensure audit-ready operations.

Responsibilities

• Own Cluster Performance & Business Outcomes: Take full accountability for occupancy, revenue, and margins across your cluster.
• Drive Execution Discipline & SOP Adherence: Ensure all properties follow defined SOPs and checklists; conduct regular reviews and build routines.
• Lead & Develop On-Ground Teams: Manage ACEMs, property managers, and housekeeping; train teams on CX, processes, and standards.
• Ensure Customer Experience & Manage Escalations: Track NPS and feedback; handle escalations and ensure quick resolution.

Job description

Role: Customer Experience Manager (CEM) Coliving

Zolo | Coliving

Own the cluster. Drive performance. Deliver consistent experience.

Why this role exists

Zolo's coliving business operates at scale across multiple properties in each city.

While individual properties are managed by on-ground teams, consistent performance across occupancy, customer experience, and profitability depends on strong cluster-level ownership.

Each cluster needs a leader who ensures:

• Properties are full and revenue targets are met
• Customer experience is consistent and NPS remains high
• Teams are trained, disciplined, and aligned
• Issues are identified early and resolved quickly

This role exists to ensure that a cluster of 10-20 properties runs with control, consistency, and accountability — delivering both strong business outcomes and great customer experience.

If the CEM is strong, the cluster performs predictably and improves continuously.

If the CEM is weak, performance drops, issues repeat, and teams lose direction.

Your mandate is clear

• Own occupancy, NPS, and profitability across your cluster
• Drive execution discipline and SOP adherence across all properties
• Build, train, and manage a strong on-ground team
• Identify and solve operational and customer experience issues
• Use data and numbers to drive decisions and improvements
• Ensure properties are audit-ready and consistently maintained

This is not a coordination role.

It is full ownership of cluster performance and outcomes.

About Zolo

Finding dependable accommodation has historically been fragmented and inconsistent.

People settled for compromises because the system offered few trustworthy options.

Zolo reimagined living and hospitality as a connected journey.

Zolo Coliving simplifies urban living.

Z Vacations enables meaningful travel experiences.

Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

What you will be responsible for

1. Own Cluster Performance & Business Outcomes

• Take full accountability for occupancy, revenue, and margins
• Track property-level performance metrics regularly
• Identify underperforming properties and drive improvement
• Ensure consistent achievement of targets across cluster

2. Drive Execution Discipline & SOP Adherence

• Ensure all properties follow defined SOPs and checklists
• Conduct regular reviews with ACEMs and property teams
• Build structured routines for daily, weekly, and monthly tracking
• Ensure consistency in execution across all properties

3. Lead & Develop On-Ground Teams

• Manage ACEMs, property managers, and housekeeping teams
• Train teams on customer experience, processes, and standards
• Identify performance gaps and take corrective actions
• Build a motivated, disciplined, and accountable team

4. Ensure Customer Experience & Manage Escalations

• Track NPS and customer feedback across properties
• Handle escalations and ensure quick resolution