What you will do

Strategic Leadership

• Develop and implement a comprehensive strategy for a 24/7/365 global operation focused on providing world-class customer service for luxury home owners, as well as supporting internal crew members in day-to-day home operations.
• Bring to life Pacaso’s core values and partner with Marketing and Operations leadership to define Central Support’s standards and brand voice.
• Lead strategic initiatives that enhance owner experience, enable scale, and drive profitability. 
• Stay ahead of Pacaso’s growth and business direction and ensure that Central Support is set up for success in terms of resourcing, org design, operating model, and systems / tooling.
• Build internal capacity to systematically document customer needs and gaps, and share insights and strategic recommendations with Marketing, Operations, and Product.

Team Management

• Lead and manage a growing team of Managers, Support Specialists, flex capacity crew members, and offshore and/or contract resources.Oversee hiring, training, and retention strategies to build a high-performing team and engaged culture that drives the best results for our owners.
• Regularly evaluate headcount / budget allocation to ensure operations run optimally.

Operational Excellence

• Own and manage the P&L for Central Support, balancing cost efficiencies with owner and crew outcomes.Oversee development of robust staffing and capacity model, aligned with Pacaso’s growth forecast, target SLAs, and service evolution.Evaluate and optimize Central Support processes, collaborating with cross-functional teams to drive continuous improvement.
• Work closely with frontline crew members to drive customer lifetime value while improving efficiency.
• Create playbooks and standard operating procedures for empathetically dealing with owner questions, escalations, and incident response.
• Write internal and user-facing communications that explain our policies and procedures.

Partnerships and Technology

• Oversee partnerships and contracts related to Central Support technology.Work cross-functionally with Product, Engineering, Data, and Operations to develop a product roadmap that improves our ability to deliver seamless, scalable service.
• Implement AI solutions to optimize Central Support operations and enhance efficiency.

Trust and Safety

• Collaborate with Policy, Legal, and Operations to set and enforce standards for Trust and Safety across Central Support channels.Metrics and Reporting:Define and monitor key performance metrics and SLAs for Central Support.Provide regular reporting and insights to senior leadership on KPIs and operational performance.

Metrics and Reporting

• Define and monitor key performance metrics and SLAs for Central Support.
• Provide regular reporting and insights to senior leadership on KPIs and operational performance.

About you

• 8+ years of professional experience in customer experience / support operations.
• Management consulting, growth-stage startup experience, MBA a plus.
• Demonstrated leadership and management skills, with a track record of inspiring and guiding teams, including remote resources.
• Department Head / Director level experience required.Robust analytical skills with the ability to leverage data-driven insights.
• Strong Sheets / Excel skills required.
• Experience implementing technology solutions and driving innovation in partnership with Product and Engineering teams.
• Exceptional written and oral communication skills; crucial for internal team leadership and external stakeholder engagement.
• Collaborative and quickly develop strong, productive relationships with key internal stakeholders.
• Phenomenal project manager with exceptional organizational skills.
• High emotional intelligence, strong interpersonal skills, and ability to de-escalate conflict.
• Detail-oriented with proven track record of building and prioritizing roadmaps.
• Flexible and able to thrive in environments with high levels of ambiguity and shifting priorities.
• Customer-centric mindset and approach to developing strategy; you lead with user needs.

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