Senior Customer Experience Manager
Placemakr
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Shape what “the smarter way to stay” really feels like.
- Lead a team that brings our hospitality-living promise to life — creating moments that make guests feel seen, supported, and at home.
- Manage and improve aspects of the guest journey, ensuring satisfaction and loyalty throughout a guest's life cycle.
- Collaborate closely with our Associate Director of CX and cross-functional teams to build seamless, thoughtful touchpoints across the entire guest journey.
- Set the standard for how Placemakr connects with every guest, every time.
- Emphasize precise documentation and reporting, and communicate issues, expectations, or changes effectively with team members across the business.
Requirements
- Bachelor’s degree in hospitality, business, communications, or related field — or equivalent hands-on experience.
- 7+ years in hospitality, operations, retail, or F&B, with on-site experience a big plus.
- 3+ years of people leadership, ideally in a customer service or guest experience environment.
- Skilled in Microsoft Office Suite, and experience with hospitality management systems and communication tools preferred.
- A proven ability to lead, train, delegate, and motivate teams while keeping them aligned around goals and guest care.
- A guest-first mindset — you’re obsessed with making things better for them, every day.
- Relentless curiosity, adaptability, and a growth mindset. You have the ability to give feedback in a timely, compassionate, yet direct manner and receive feedback with grace.
- A hands-on leader and world-class motivator who excels in change management.
- Strong communication skills, both written and verbal, with the ability to collaborate across departments.
- Comfort with data and reporting to drive insights and improvements.
- Attention to detail and the ability to manage multiple priorities in a fast-moving environment.
Benefits
- Competitive Pay and Generous Stock Options
- Medical, Vision & Dental Insurance with options for Flexible Spending Accounts
- Generous Paid Time-Off Program
- Paid Parental Leave
- Paid Life Insurance
- 401k + 4% employer matching program
- Monthly cell phone reimbursement, health & wellness stipend and a generous onboarding stipend for remote employees
- Discounts to stay at select Placemakr properties all over the US
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
hospitality management systemsMicrosoft Office Suitedata reportingguest experience managementoperations managementcustomer servicechange managementteam leadershiptraining and delegationmulti-priority management
Soft skills
communicationcollaborationguest-first mindsetadaptabilitygrowth mindsetfeedback deliverymotivationattention to detailproblem-solvingempathy