Operations Cluster Manager

Role: Customer Experience Manager (CEM) Coliving

Zolo | Coliving

Own the cluster. Drive performance. Deliver consistent experience.

Why this role exists

Zolo’s coliving business operates at scale across multiple properties in each city.

While individual properties are managed by on-ground teams, consistent performance across occupancy, customer experience, and profitability depends on strong cluster-level ownership.

Each cluster needs a leader who ensures:

• Properties are full and revenue targets are met
• Customer experience is consistent and NPS remains high
• Teams are trained, disciplined, and aligned
• Issues are identified early and resolved quickly

This role exists to ensure that a cluster of 10–20 properties runs with control, consistency, and accountability — delivering both strong business outcomes and great customer experience.

If the CEM is strong, the cluster performs predictably and improves continuously.

If the CEM is weak, performance drops, issues repeat, and teams lose direction.

Your mandate is clear

• Own occupancy, NPS, and profitability across your cluster
• Drive execution discipline and SOP adherence across all properties
• Build, train, and manage a strong on-ground team
• Identify and solve operational and customer experience issues
• Use data and numbers to drive decisions and improvements
• Ensure properties are audit-ready and consistently maintained

This is not a coordination role.

It is full ownership of cluster performance and outcomes.

About Zolo

Finding dependable accommodation has historically been fragmented and inconsistent.

People settled for compromises because the system offered few trustworthy options.

Zolo reimagined living and hospitality as a connected journey.

Zolo Coliving simplifies urban living.

Z Vacations enables meaningful travel experiences.

Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

What you will be responsible for

1. Own Cluster Performance & Business Outcomes

• Take full accountability for occupancy, revenue, and margins
• Track property-level performance metrics regularly
• Identify underperforming properties and drive improvement
• Ensure consistent achievement of targets across cluster

2. Drive Execution Discipline & SOP Adherence

• Ensure all properties follow defined SOPs and checklists
• Conduct regular reviews with ACEMs and property teams
• Build structured routines for daily, weekly, and monthly tracking
• Ensure consistency in execution across all properties

3. Lead & Develop On-Ground Teams

• Manage ACEMs, property managers, and housekeeping teams
• Train teams on customer experience, processes, and standards
• Identify performance gaps and take corrective actions
• Build a motivated, disciplined, and accountable team

4. Ensure Customer Experience & Manage Escalations

• Track NPS and customer feedback across properties
• Handle escalations and ensure quick resolution
• Drive root cause analysis and prevent repeat issues
• Ensure consistent guest/resident experience across cluster

5. Use Data & Numbers to Drive Decisions

• Track key metrics like occupancy, revenue, and cost
• Use data to identify trends and problem areas
• Take action based on numbers, not assumptions
• Drive performance improvements through data-led decisions

6. Audit Properties & Maintain Control

• Conduct regular property audits (hygiene, operations, processes)
• Identify gaps and ensure timely closure
• Maintain high standards across all properties
• Ensure properties are always audit-ready

What success looks like after 6–12 months

• Cluster consistently meets occupancy and revenue targets
• High and stable NPS across all properties
• Strong SOP adherence and execution consistency
• Reduced escalations and faster issue resolution
• Well-trained, motivated, and accountable team
• Clear visibility and control over all properties

The cluster runs with discipline, predictability, and strong performance.

Who this role is for

You will likely thrive here if:

• You take ownership of outcomes across multiple locations
• You enjoy managing teams and driving performance
• You are disciplined and believe in structured execution
• You are comfortable working with numbers and targets
• You can handle pressure and make decisions on-ground
• You want to grow into larger operational leadership roles

Experience we value

• 2–7 years of experience in operations / multi-unit environments
• Experience managing teams (directly or indirectly)
• Exposure to customer-facing environments
• Basic understanding of business metrics (occupancy, revenue, cost)
• Strong execution and follow-up discipline

Hospitality experience is not mandatory. Ownership, leadership, and execution discipline are critical.

The impact you will have

• You directly influence revenue, occupancy, and profitability
• You shape customer experience across multiple properties
• You build and develop on-ground teams
• You ensure operational consistency at scale

Why join now

Zolo is scaling its coliving business aggressively across cities.

Cluster-level execution and leadership will define success.

This role is a critical stepping stone to larger city and business leadership roles.

If you believe in ownership, discipline, and driving outcomes at scale — this is the right role.