Experience Operations Lead

About Us:

At Belong, we’re not just building a company—we’re revolutionizing an industry. Backed by Andreessen Horowitz (a16z), GGV Capital, and Fifth Wall, we’re creating the future of renting and homeownership. With cutting-edge tech and hospitality-driven service, we’re scaling fast—and we’re looking for the next generation of elite operators to join us.

Our Virtues:

We Are One Team: Foster trust, collaboration, and open dialogue.

We Elevate Standards: Strive for excellence, creativity, and continuous growth

We Seek Clarity of Thought: Approach challenges with decisive and proactive thinking.

We Are Member Obsessed: Deliver exceptional customer experiences.

We Own End to End: Take full responsibility for processes and projects.

The Opportunity:

As Experience Operations Lead, you’ll take ownership of a critical function at one of the fastest-growing venture-backed startups in the U.S. You’ll manage high-performing teams, solve complex problems, and build scalable systems that directly impact our members. This is a role for builders, leaders, and problem-solvers who want to accelerate their careers by working harder, faster, and smarter than the competition.

What You’ll Do:

Team Leadership & Development: Manage, train, recruit and support a team of associates, ensuring they have the tools and processes needed to deliver exceptional service. Provide ongoing feedback, set performance expectations, and foster a collaborative, high-performing team culture.

Daily Operations & Problem Solving: Own the details and oversee the workflow and completion of tickets and Pro Services within SLAs, coordinating with other departments and vendors. Resolve operational challenges, working closely with your team to ensure quick, effective solutions and a high level of satisfaction.

Customer Success: You will be the first person the team goes to when they have an issue. You will work closely with your team and the Escalations Lead to resolve complex situations and ensure satisfaction. A background in customer success is essential to maintain our high standards of member experience.

Project Management: Each question, concern, or repair is a mini-project. You will oversee that these projects are managed correctly by your team, ensuring deadlines are met, quality is maintained, and any issues are addressed promptly. Your role is to troubleshoot and provide guidance when needed to ensure the process runs smoothly. Strong organizational and project management oversight skills are essential.

Communication & Collaboration: Ensure clear, effective communication within the team and with other departments and external partners, prioritizing the member experience and operational efficiency.

Scale and automate operations using modern tools and AI.

What You’ll Bring:

• Reside in Miami, or open to relocation to Miami.

• At least 3 years of experience in Operations or Customer Success at a high-growth start-up Structured, problem-solving mindset with the ability to oversee multiple projects and troubleshoot effectively.

• Strong project management skills with experience managing multiple priorities and ensuring timely delivery of services.

• Excellent communication and interpersonal skills

• Ability to work independently and as part of a team.

• Ability to thrive in a fast-paced environment while maintaining attention to detail and quality.

Why You Should Join:

• Own Your Impact: This is a role with visibility, responsibility, and real influence on Belong’s success.

• Grow Faster Than the Market: Learn from some of the best minds in the startup world and take on more responsibility than anywhere else.

• Build a Generational Company: Be part of the team that’s redefining renting and homeownership.

Nice to Have:

• Experience in maintenance, property management, or real estate industries.

• Bilingual (Spanish/English) preferred.

• Familiarity with operational software.

Join Us:

At Belong, we’re not just transforming property management; we’re creating an environment where people love to live and work. If you’re passionate about delivering outstanding results, leading a team, and contributing to a forward-thinking company, we want to hear from you!