Supervisor, Luxe Operations

Навыки

Обязанности

• 01Oversee the end-to-end Luxe host journey from onboarding to offboarding
• 02Ensure consistent application of Luxe quality standards across property evaluations, listing audits, and amenity assessments
• 03Act as the primary escalation point for complex or sensitive host situations
• 04Review and approve high-impact decisions such as listing suspensions, removals, or significant goodwill gestures
• 05Maintain strong oversight of daily workflows, ensuring effective prioritisation, SLA adherence, and accurate execution of SOPs
• 06Lead, coach, and develop a team of Specialists/Senior Specialists
• 07Conduct regular 1:1s to set expectations, provide actionable feedback, and drive personalised development plans
• 08Monitor core KPIs and address performance gaps through structured coaching
• 09Identify and nurture high-potential talent through stretch opportunities and succession planning
• 10Facilitate team huddles, calibrations, and knowledge-sharing sessions
• 11Manage team scheduling, capacity planning, and coverage to meet service levels
• 12Identify operational inefficiencies, tooling gaps, or process breakdowns
• 13Lead or contribute to process improvement initiatives
• 14Act as a subject matter expert on operational tools and systems
• 15Own and track the team's KPI dashboard
• 16Conduct root cause analyses on recurring issues and implement corrective actions
• 17Provide regular reporting and insights to leadership
• 18Partner closely with internal teams including Product, Line of Business leaders, Engineering
• 19Collaborate with Learning & Development to identify skill gaps and support training initiatives
• 20Represent the Luxe Operations team in broader forums

Требования

• 01Minimum 8-10 years of experience
• 02At least 3 years experience of managing teams, leadership or supervisory responsibilities
• 03Proven track record of leading teams in a high-performance, KPI-driven environment
• 04Strong stakeholder management skills with experience collaborating across global organizations
• 05Strong coaching capability with experience in performance management and feedback delivery
• 06Ability to thrive in a fast-paced environment with shifting priorities
• 07Demonstrated ability to handle complex escalations and make sound decisions
• 08Experience working with data and operational metrics to drive decisions
• 09Solid understanding of process improvement principles
• 10Comfortable working across multiple systems and tools
• 11Excellent written and verbal communication skills
• 12Ability to manage scheduling, capacity planning, and resource allocation