At Blueground, our vision is to make people feel at home wherever they choose to live. For us, that means ensuring our guests have the peace of mind, flexibility & confidence they need to explore life’s latest adventure.
We’ve grown a lot since our founding in 2013, having raised more than $300m+ in funding, to date -- and that’s just the beginning. We’re now hosting guests in more than 18,000 homes in 45+ cities around the world (and growing!), with an aim to hit 100,000+ homes in 100 cities by 2027.
Our vision comes to life through our ways of working. For our 1,000 member team located across 17 countries, we’ve created a culture of collaboration, inclusiveness, and opportunity.
We are guided by our core principles, which define how we work and succeed together.
- Putting Guests First drives every decision we make, inspiring us to create truly exceptional experiences.
- Speed keeps us agile and forward-thinking, always innovating to stay ahead.
- Keeping it Honest builds trust through transparency and open communication at every level.
- Embracing Change empowers us to adapt swiftly and thrive in the face of new challenges.
- Diving In reflects our ownership mindset, ensuring excellence, dedication, and impactful results in all we do.
We are seeking a highly skilled Special Operations and Evictions Manager based out of the US to lead guest, landlord, and legal escalations across the organization globally. This role is critical to maintaining positive guest and landlord relationships, mitigating risks, reducing non-payment issues, and handling complex escalations effectively.
What You Will Focus On:
- Manage Escalations: Serve as the primary point of contact for high-priority guest, customer experience (CX), and landlord escalations. Address complex issues efficiently to ensure swift resolution.
- Reduce Non-Payment & Squatters: Implement strategies and actions to significantly reduce instances of non-paying guests and unauthorized occupancy (squatters). Collaborate closely with operations and finance teams to recover funds and minimize financial risk.
- Policy Definition & Implementation: Develop, refine, and enforce policies aimed at proactively reducing escalation incidents. Implement best practices to address recurring issues effectively.
- Legal Case Management: Oversee and manage legal cases related to guest and landlord disputes, non-payment, and squatting situations. Collaborate with internal and external legal teams as needed to resolve disputes. Additionally, select the right legal partner in each city and design an incentive structure tailored to local specifics.
- Cross-Functional Collaboration: Work closely with Customer Experience, Operations, Legal, and Finance teams to ensure consistent policy application, risk mitigation, and prompt issue resolution.
What We Are Looking For:
- Experience: 8+ years in guest relations, customer experience escalation management, property management disputes, or legal risk management.
- Skills:
- Strong conflict resolution and negotiation abilities.
- Familiarity with tenancy laws, eviction processes, and related legal frameworks in the US and ability to learn about these laws in which Blueground operates.
- Proven ability to design and implement effective policies and processes.
- Exceptional communication skills with the ability to handle sensitive conversations professionally.
- Qualities:
- Proactive and solutions-oriented mindset.
- High level of empathy balanced with assertiveness.
- Ability to stay composed under pressure and handle high-stakes situations calmly.
- Education: Bachelor’s degree required; background in law, hospitality management, real estate, or related fields preferred.
Your benefits:
- Competitive compensation & annual bonus ($120,000 - $140,000 - up to 15% Annual Bonus)
- Blueground Stock Option Plan
- Laptop stipend
- Flexible PTO
- Competitive Health insurance (Medical, Dental and Vision), along with complimentary access to wellness perks like Health Advocate, One Medical, Teladoc Virtual Health & mental health therapy through Talkspace
- 401k retirement plan
- Paid maternity/parental leave benefits for new parents
Ideal location: New York or Dubai or Athens and/or flexible to travel to different locations
Pay Range
$120,000—$140,000 USD
At Blueground we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.
For more information on Blueground, visit us at www.theblueground.com. To keep up with Blueground news, follow us on LinkedIn, Instagram and Tik Tok!
