Description
The Supervisor – Luxe Operations is responsible for leading a team of Luxe Operations Specialists to deliver a consistently high standard of service across the Luxe host lifecycle. This role blends people leadership, operational oversight, and stakeholder partnership to ensure that both host experience and business outcomes meet the expectations of a premium segment.
A typical day involves overseeing the end-to-end Luxe host journey, from onboarding to offboarding, ensuring consistent application of Luxe quality standards across property evaluations, listing audits, and amenity assessments. The supervisor acts as the primary escalation point for complex or sensitive host situations, including quality concerns, enforcement actions, and appeals.
Key responsibilities include leading, coaching, and developing a team of Specialists/Senior Specialists, conducting regular 1:1s to set expectations, provide actionable feedback, and drive personalised development plans. The supervisor must also monitor core KPIs (onboarding time, quality scores, productivity) and address performance gaps through structured coaching.
In addition, the supervisor must manage team scheduling, capacity planning, and coverage to meet service levels across time zones and demand cycles. They must also use performance and volume data to inform staffing decisions, workload distribution, and prioritisation.
The supervisor will also identify operational inefficiencies, tooling gaps, or process breakdowns, and escalate with clear recommendations. They will lead or contribute to process improvement initiatives, including workflow design, documentation, and rollout of changes.
Finally, the supervisor will own and track the team’s KPI dashboard, including onboarding time, host retention, quality scores, resolution times, and escalation rates. They will conduct root cause analyses on recurring issues or performance gaps and implement corrective actions.