Senior Specialist, Luxe

The Community You Will Join:

As a senior member of our team, you will play a pivotal role in providing guidance and assistance to our Operation Specialists, ensuring they have the resources and knowledge they need 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.

Additionally, you will 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. Your leadership in queue management for the entire pod will be instrumental in ensuring smooth operations and timely resolution of issues.

The Difference You Will Make:

• Strategic Guidance and Support: Provide mentorship and assistance to Operation Specialists, enhancing the quality of service delivery and promoting professional development.
• Process Optimization: Utilize your expertise to identify opportunities for improvement in workflows and operations, driving efficiency and productivity gains.
• Proactive Problem-solving: Take a proactive approach to problem-solving, addressing issues promptly and implementing innovative solutions to enhance operational effectiveness.

A Typical Day:

Luxe Onboarding & Visual Vetting:

• Along with having in-depth understanding of Luxe workflows, the incumbent will also be required to perform the following additional tasks
• Work closely with leads to assign daily work, monitoring queues in upwork and host/guest support cases
• Lead the onboarding of new properties into the Luxe category, ensuring they align with brand, design, and experience criteria.
• Conduct interviews with Home Consultants and complete their onboarding process to ensure alignment with Luxe standards and expectations.
• Unblock onboarding-related challenges by closely collaborating with Market Managers and other cross-functional teams.
• Assess walkthrough reports to determine whether a property should pass or fail Luxe criteria, providing detailed reasoning and recommendations.
• Perform visual vetting of potential Luxe listings - assessing design aesthetics, property quality, and overall luxury appeal.
• Partner with stakeholders to improve vetting frameworks, visual standards, and design benchmarks.
• Act as a subject matter expert on Luxe design and brand positioning, ensuring consistency across all listings.
• Provide feedback and recommendations to refine property evaluation guidelines and Luxe onboarding processes.
• Mentor and coach Luxe Specialists on visual assessment and luxury experience standards.
• Identify and lead process improvement initiatives related to onboarding and quality assurance.
• Maintain strong collaboration across Luxe S&O, Product, and Design teams to enhance workflows and user experience.
• Participate in cross-functional reviews and calibration session