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Market Success Director

2 months ago

Washington, Washington, D.C., United States Landing Full time
About the Role

We are seeking a highly skilled and experienced Area General Manager to join our Field Operations team at Landing. This role is responsible for driving success in the Washington, D.C. Market, ensuring an exceptional member experience, and owning key decisions and details.

About the Team

Our Field Operations team is dedicated to supporting Member and Property needs, working closely with our host, installation, and property success teams. As an Area General Manager, you will report to Area Leaders and play a critical role in Landing's success.

Key Responsibilities
  • Account Management: Assume ownership and manage relationships of key accounts within a portfolio of properties.
  • Team Support: Support a team of full-time cleaners and installers, coordinating schedules and leveraging critical tasks to high performers.
  • Quality Control: Inspect cleaned homes, identify training opportunities, and evaluate property and home condition to ensure inventory meets Landing standards.
  • Member Experience: Oversee members' reservations from beginning to end, ensuring 100% member satisfaction, and monitor and resolve member support tickets through all member communication channels.
  • Collaboration: Act as liaison with property management teams to quickly resolve maintenance requests, address member concerns, and execute new leases.
  • Market Performance: Evaluate market performance against key performance indicators, including Net Promoter Score, Customer Satisfaction Survey, Cleaning Quality, and Market Growth.
  • Reporting: Build weekly market performance reports and present them to Field Operations leaders.
Requirements
  • This is an In-Market position without a physical office. Location required in the D.C. area.
  • Strategic Thinking: You're an expert at zooming out and seeing the big picture, but don't overlook the tiny details and love to build from the ground up.
  • Interpersonal Skills: You have exceptional communication and interpersonal skills, with the ability to develop a high degree of personal credibility at all levels of the organization.
  • Customer Focus: An obsession with customer experience and satisfaction.
  • Adaptability: Ability to thrive in high-growth environments and an evolving startup atmosphere.
  • Data-Driven: Experience using data and metrics to drive improvement.
  • Leadership: Strong organizational and leadership qualities, an over-communicator, proactive ownership style.
  • Results-Oriented: Ability to earn the trust of leadership, work independently, and drive results with minimal supervision.
  • Hands-On: The hands-on mentality to jump in and get things done when it counts.
Benefits and Perks

Landing aims to create a workplace that fosters both personal and professional growth. We offer a competitive benefits package, including:

  • Solid compensation package + stock options
  • Comprehensive benefits - Medical, Dental, Vision, Life and AD&D, Disability, Mental Health, Pet, Commuter, and FSA or HSA
  • We've got you covered with a 401(k) plan and access to ImmediatePay
  • Feel relaxed with super generous PTO policy
  • Opportunities for upward mobility - we want you to grow with us
  • Explore and travel comfortably with 7 free nights in a Landing home per year
  • Employee perks for temporary or indefinite stays when you choose to live with Landing