Job Description

Important Notes

This position is based on-site in Mexico City, CDMX. Remote work is not available for this role.

Submitted resumes must be in English to be considered.

About Us

Since 2019, Landing has redefined apartment renting with the industry’s first flexible living model. Our membership program provides consumers access to a network of apartments in 60+ top markets with no deposits, hassles, or stress.

About the Role

We’re looking for a strategic, hands-on Director of Member Experience to lead the team that defines how our members feel about Landing. This is not a “set the strategy and delegate” role. You’ll be in the trenches with your supervisors, listening to calls, diagnosing systemic issues, and building the playbooks that turn good support into an unforgettable experience.

You’ll own the full Member Experience operation out of our Mexico City office, reporting directly to the Head of Field Operations. Your team is the front line - handling member calls, tickets, escalations, emergencies, and third-party booking support 24/7/365. You’ll be responsible for raising the bar on service quality, developing leaders, and building scalable systems that keep pace with Landing’s growth.

The right person for this role thinks in systems, leads with empathy, and is obsessed with the member journey from first contact to resolution. You solve problems with a long-term mindset, coach with specificity, and use data to drive decisions - not just report on them.

About the Team

The Member Experience Team is the heartbeat of Landing’s operations. This 24/7/365 team handles every inbound inquiry, emergency call, escalation, and third-party reservation across platforms like Airbnb, VRBO, and Marriott. They’re empowered to solve problems on the spot - from routine questions to member safety emergencies - and they work cross-functionally with Field Operations, Product, and other departments to close the loop.

You’ll lead a team of supervisors and front-line agents who are passionate, scrappy, and committed to delivering a world-class member experience. Your job is to make them even better.

What You’ll Do

Lead & Develop the Team

• Own daily operations: Oversee the end-to-end workflow of the Member Experience team, ensuring consistent service delivery across all channels and shifts.
• Build leaders: Hire, mentor, and develop supervisors and team leads. Coach with real examples, not abstractions. Provide timely, constructive feedback that drives measurable improvement.
• Drive quality: Design and implement training programs, QA frameworks, and calibration sessions that raise the floor and the ceiling on agent performance.
• Manage performance: Establish clear expectations, run regular 1:1s, and handle performance issues directly and in accordance with company policy.
• Close knowledge gaps: Identify where the team lacks product knowledge, process clarity, or soft skills - and build plans to fix it.

Drive Strategy & Results

• Own the metrics: NPS, CSAT, and First Call Resolution (FCR) are your primary KPIs. You’ll also monitor SLA adherence, Average Handle Time (AHT), and agent attrition as diagnostic indicators of team and system health.
• Turn data into action: Use Looker, Dialpad, and Sigma to analyze trends, identify root causes, and implement solutions. You’re not just reporting numbers - you’re changing them.
• Design scalable systems: Build and refine policies, SOPs, and escalation frameworks that work today and scale with Landing’s growth. Think long-term, execute now.
• Champion the member voice: Act as the internal advocate for member experience. Translate customer feedback into actionable product, process, and policy recommendations.

Collaborate Cross-Functionally

• Partner with Field Operations: Ensure seamless communication between the support team and on-the-ground field agents. Flag issues, share insights, and coordinate resolutions.
• Bridge departments: Work with Product, Engineering, and other teams to close feedback loops, improve tooling, and reduce the issues that generate support volume in the first place.
• Manage third-party channels: Oversee all booking support and member communications through Airbnb, VRBO, Marriott, and other third-party platforms.

What You’ll Need

• 7+ years of experience in customer experience, customer service operations, or a related strategic operations role.
• 5+ years of leadership experience managing teams in a contact center or member support environment, with a proven track record of building high-performing teams.
• English proficiency: Fluent (C1 or higher). Spanish proficiency strongly preferred.
• Ability to work on-site from our Polanco office in Mexico City.
• Deep experience with contact center tooling (Twilio, Dialpad, or similar) and analytics platforms (Looker, Tableau, Sigma or similar).
• Demonstrated ability to use data to identify problems, design interventions, and measure outcomes.
• Exceptional communication skills - you can present to executives, coach a front-line agent, and write a crisp SOP with equal fluency.
• A leadership style rooted in empathy, directness, and accountability. You develop people, not just manage them.
• Comfort operating in a fast-paced, high-growth environment where priorities shift and ambiguity is the norm.

Nice to Have

• Experience in proptech, hospitality, or marketplace businesses.
• Familiarity with third-party booking platforms (Airbnb, VRBO, Marriott).
• Experience managing a 24/7/365 operation with distributed or BPO environments.
• CRM administration or workflow automation experience.

Compensation & Benefits

• Competitive salary + performance bonus
• Stock options
• Comprehensive benefits: Major medical (MetLife), minor medical (AXA Keralty), dental, and vision coverage
• Life Insurance
• Grocery vouchers
• Vacation: 20 days per year (available after 90 days of employment)
• Paid time off (PTO): 40 hours per year (available after 30 days of employment)
• Parking: On-site parking for bikes, motorcycles, and cars
• Travel benefit: $750 USD annually in Landing Stays