Pacaso

Director

• Define and evolve the ownership journey from post-sale onboarding through active ownership and resale.
• Establish service principles aligned with Pacaso’s luxury brand and high-net-worth expectations.
• Serve as the executive steward of the owner voice across the organization.
• Lead and develop a team of Owner Experience Managers and Agents.
• Ensure clear role differentiation: Managers: regional relationship ownership and retention strategy; Agents: 24/7 intake, issue resolution, and in-stay support.
• Build hospitality-grade training, coaching, and quality standards.
• Drive performance through measurable expectations and accountability.
• Own portfolio-level retention and engagement strategy.
• Define leading indicators of churn risk and utilization gaps.
• Implement proactive intervention frameworks to protect long-term owner value.
• Own the strategy and governance for resale listings across the Pacaso portfolio.
• Establish pricing frameworks, listing standards, and share positioning guidance in partnership with Sales.
• Ensure Managers are equipped to advise owners on resale pricing, timing, and expectations.
• Oversee resale workflows, contract execution standards, and transition coordination.
• Protect brand integrity and owner sentiment throughout resale and offboarding.
• Oversee 24/7, multi-channel service delivery across phone, chat, text, email, and AI-supported channels.
• Define SLAs, escalation standards, and resolution frameworks.
• Ensure peak-season and crisis response models protect owner trust.
• Balance operational efficiency with luxury service standards.
• Define and formalize workflows between Owner Experience (relationship & communication) and Asset Management (field execution & home readiness).
• Manage budget, headcount planning, and executive reporting.
• Partner with Product and Engineering to enhance CRM visibility, AI capabilities, and owner data insights.
• Continuously refine workflows, tooling, and performance standards to scale the function.

Director – Owner Experience

Product Designer

• Lead design of ultra-personalized experiences tailored to high net worth individuals to drive buyer conversion and the website and mobile app
• Lead the design perspective of our brand redesign, expected to take place in Q2 — bringing a fresh visual lens to how Pacaso presents itself to prospective buyers
• Lead design for Pacaso's swap experience — the core feature that allows co-owners to trade stays across our global portfolio — including new swap functionality being extended to Infinity (whole home) owners
• Own the in-app owner experience holistically, including enhancements to other features such as scheduling, our AI concierge, and financing.
• Translate complex concepts into elegant, intuitive experiences that feel premium at every touchpoint

Director – Owner Experience

Principal Product Designer – Contract