Regional Tenant Experience & Product Ops Leader

Month2Month, Inc.; Irvine (CA); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k plan

Unlimited PTO

Dynamic work environment

Job summary

Month2Month, Inc. is seeking a Regional Customer Experience & Product Operations Manager to own tenant experience and related product operations for an assigned geographic region from the start. You will lead the tenant client journey and partner with product and engineering to implement scalable improvements.

This role emphasizes business performance, team development, and operational systems, with expansion to additional markets as results prove success and ownership grows.

Qualifications

• Bachelor's degree as stated in the qualifications.
• Minimum five years in customer experience, service operations, hospitality, or related field.
• At least two years managing a customer service or operations team.
• Experience handling escalated customer situations and independent service recovery decisions.
• Experience establishing service standards, metrics, and SOPs.

Responsibilities

• Own end-to-end tenant experience for assigned region from pre-arrival to move-out.
• Set and maintain customer service standards across channels.
• Monitor CS metrics like satisfaction, response, resolution times and referrals.
• Identify recurring issues and implement root-cause solutions.
• Manage escalated cases balancing policy, cost, and customer value.
• Translate feedback into product requirements and improvements.

Skills

Customer experience

Team management

Product operations

Data analysis

Cross-functional collaboration

Excel/Sheets

Education

Bachelor's degree in business, hospitality, real estate, operations, communications, or related field

Tools

CRM systems

Ticketing systems

Property management systems

Excel or Google Sheets

Job description

Month2Month, Inc. is seeking a Regional Customer Experience & Product Operations Manager to own tenant experience and related product operations for an assigned geographic region from the start. You will lead the tenant client journey and partner with product and engineering to implement scalable improvements.

This role emphasizes business performance, team development, and operational systems, with expansion to additional markets as results prove success and ownership grows.