Director of Customer Experience

About Belong

We didn’t build a better property management company. We replaced the need for one.

Belong is the operating system for rental homeownership. One system that runs rent, maintenance, finances, residents, and visibility end to end. Not a person juggling disconnected tools. A system that gets smarter every single day, with every home we add.

We’ve survived Covid, the tech crash, and the toughest capital markets cycle in a generation. We are growing fast, we are AI-first, and we are building something that has never existed before.

Our 200+ Belongers are strong, curious, and unreasonably ambitious. If you want a passive role at a company that’s okay with average, this is not it.

The Role

You own the experience homeowners and residents receive after they join Belong.

You lead Concierge, Member Support, and Home Occupancy, a team of 30+ Belongers. These teams sit at the intersection of hospitality, execution, and trust. They determine whether residents renew, whether homeowners stay, and whether issues are resolved quickly and correctly.

You set the direction for Experience and stay close to the work. You review conversations, coach your team, step into critical escalations, and raise the bar on every interaction.

You are the voice of the member at the leadership table, working with Product, Operations, Finance, and Growth.

Success is measured through member satisfaction, renewals, occupancy, cost to serve, escalation quality, and the strength of the team you build.

As Belong grows, scaling service quality without scaling complexity becomes one of the company’s most important levers.

What You’ll Own

Concierge
You own the function that maintains the relationship between Belong, homeowners, and residents throughout occupancy.

You set the standards that define how members experience Belong day to day. You make sure the team is proactive, accountable, and builds trust through consistent execution.

The quality of this function directly shapes retention, member satisfaction, and long-term homeowner confidence.

Member Support
You own the team that responds when members need help.

You make sure members receive timely, accurate, and complete resolutions across every channel. You decide how escalations are handled, how service quality is measured, and how recurring issues are found and fixed.

You turn member feedback into improvements that remove friction and strengthen the overall experience.

Home Occupancy
You own the lifecycle of occupied homes.

This includes renewals, move-outs, turnover execution, occupancy transitions, and the processes that support homeowners and residents throughout their relationship with Belong.

Your decisions shape occupancy rates, homeowner returns, resident retention, and the efficiency of one of the most important economic engines inside the company.

Team Performance
You lead leads and individual contributors across multiple member-facing functions, and build the management layer as the team grows.

You create clarity around expectations, performance, accountability, and development.

You build leaders who make decisions, coach effectively, and hold high standards without constant oversight.

Scale Through AI and Systems
You continuously improve how the work gets done.

You find bottlenecks, eliminate unnecessary work, and build systems that let teams deliver better outcomes as Belong grows.

You design and lead the adoption of AI, automation, and tooling so that every Belonger has more impact, and the experience gets better as cost per home goes down.

Requirements

What We’re Looking For

On Experience

• At least 8 years leading operations and managing people in hospitality, customer experience, service delivery, or member-facing environments.
• You have led teams where service quality, responsiveness, and execution directly affected customer retention and satisfaction.
• You have designed or implemented AI-enabled workflows, support automation, or service systems that carried real volume. You use AI to build, not just to consume.
• You use metrics, dashboards, and service data to make decisions and improve outcomes.
• You are fluent in English and Spanish and work effectively with teams and partners across multiple locations.
• Experience in hospitality, residential services, home operations, or other high-touch service environments is strongly preferred.
• Experience managing managers or leads is a plus.
  

On Mindset

• You think like a host, not a ticket queue. You know the product is somebody’s home.
• You think in systems rather than individual incidents.
• You balance empathy with accountability.
• You make decisions in ambiguous situations, have opinions, and take ownership of outcomes.
• You look for root causes instead of treating symptoms.
• You coach directly and address performance issues early.
• You believe exceptional service is built through standards, training, discipline, and excellent execution.
• You are energized by building teams and improving systems rather than maintaining the status quo.
  

Why This Role Matters

Belong only works when homeowners trust us with one of their most valuable assets and residents trust us with the place they call home.

The teams you lead are responsible for that trust every day.

Your decisions influence renewals, occupancy, member satisfaction, homeowner retention, and efficiency. They directly affect revenue, reduce risk, and determine how effectively Belong can scale.

As the company grows, the systems, leaders, and standards you build become a competitive advantage that is difficult to replicate.

Benefits

Why Belong

Most companies in this industry are built around managing properties. We are building the operating system for rental homeownership.

At Belong, you work on problems at the intersection of technology, operations, and one of the largest asset classes in the world.

You will have meaningful ownership, direct exposure to senior leadership, and the chance to shape systems that impact thousands of homeowners and residents.

We are AI-first, ambitious about what we are building, and committed to giving exceptional operators the autonomy and responsibility to create outsized impact.