Description
As a senior specialist in our Luxe team, you will play a pivotal role in guiding and assisting operation specialists, ensuring they have the resources and knowledge needed to excel in their roles. Your expertise will be instrumental in resolving complex queries, offering insights, and mentoring junior team members as they navigate their responsibilities. You will also have the opportunity to take on challenging stretch assignments that push your skills to new heights and contribute to your professional growth. By actively driving process improvement initiatives, you'll have a direct impact on enhancing efficiency and effectiveness within our operations.
A typical day in this role will involve working closely with leads to assign daily work, monitoring queues in Upwork and host/guest support cases. You will also be responsible for leading the onboarding of new properties into the Luxe category, ensuring they align with brand, design, and experience criteria. This includes conducting interviews with home consultants, completing their onboarding process, and unblocking onboarding-related challenges by collaborating with market managers and other cross-functional teams.
Your expertise will be essential in assessing walkthrough reports to determine whether a property should pass or fail Luxe criteria, providing detailed reasoning and recommendations. You will also perform visual vetting of potential Luxe listings, assessing design aesthetics, property quality, and overall luxury appeal. Additionally, you will partner with stakeholders to improve vetting frameworks, visual standards, and design benchmarks.
As a subject matter expert on Luxe design and brand positioning, you will ensure consistency across all listings. You will provide feedback and recommendations to refine property evaluation guidelines and Luxe onboarding processes. You will also mentor and coach Luxe specialists on visual assessment and luxury experience standards.
To be successful in this role, you will require a bachelor's degree or equivalent, with 6-8 years of experience in a customer experience, operations, hospitality, or design-led environment. You will also need a background in design, hospitality, architecture, or luxury segment, and proven ability to evaluate properties for luxury standards, including visual and experiential vetting.