The posting
About Belong
We didn't build a better property management company. We replaced the need for one.
Belong is the operating system for rental homeownership. One system that runs rent, maintenance, finances, residents, and visibility end to end. Not a person juggling disconnected tools. A system that gets smarter every single day, with every home we add.
We've survived Covid, the tech crash, and the toughest capital markets cycle in a generation. We are growing fast, we are AI-first, and we are building something that has never existed before.
Our 200+ Belongers are strong, curious, and unreasonably ambitious. If you want a passive role at a company that's okay with average, this is not it.
The Role
You lead the teams responsible for the experience homeowners and residents receive after they join Belong.
You oversee Concierge, Member Support, and Home Occupancy. These teams sit at the intersection of service, operations, and trust. They influence whether residents renew, whether homeowners stay with Belong, and whether operational issues are resolved quickly and correctly.
This role exists because great experiences do not happen by accident. They come from strong operators who build clear standards, coach teams consistently, and create systems that scale.
This is not a role focused on strategy presentations or reporting from a distance. You spend time in the operation. You review conversations, coach managers, handle escalations, improve processes, and raise performance standards.
Success is measured through member satisfaction, renewals, occupancy performance, operational efficiency, escalation quality, and the strength of the teams you build.
As Belong grows, your ability to scale service quality without scaling complexity becomes increasingly important.
What You'll Own
Concierge
You own the function responsible for maintaining the relationship between Belong, homeowners, and residents throughout occupancy.
You establish the standards that define how members experience Belong day to day. You ensure the team is proactive, accountable, and capable of building trust through consistent execution.
The quality of this function directly influences retention, member satisfaction, and long-term homeowner confidence.
Member Support
You own the operation that responds when members need help.
You ensure members receive timely, accurate, and complete resolutions across every communication channel. You determine how escalations are handled, how service quality is measured, and how recurring issues are identified and addressed.
You transform member feedback into operational improvements that reduce friction and strengthen the overall experience.
Home Occupancy
You own the operational lifecycle of occupied homes.
This includes renewals, move-outs, turnover execution, occupancy transitions, and the operational processes that support homeowners and residents throughout their relationship with Belong.
Your decisions influence occupancy rates, homeowner returns, resident retention, and the efficiency of one of the most important economic engines inside the company.
Team Performance
You lead managers, leads, and individual contributors across multiple member-facing functions.
You create clarity around expectations, performance, accountability, and development.
You build leaders who can make decisions, coach effectively, and maintain high standards without constant oversight.
Operational Scale
You continuously improve how the operation runs.
You identify bottlenecks, eliminate unnecessary work, and create systems that allow teams to deliver better outcomes as Belong grows.
You leverage AI, automation, and operational tooling to improve productivity, increase consistency, and expand the impact of every team member.
Requirements
What We're Looking For
On Experience
- You have at least 5 years of experience leading hospitality, customer experience, service delivery, or member-facing operations.
- You have at least 2 years of direct people management experience, including managing managers, supervisors, or team leads.
- You have led teams where service quality, responsiveness, and operational execution directly affected customer retention and satisfaction.
- You are comfortable using operational metrics, performance dashboards, and service data to make decisions and improve outcomes.
- You are fluent in English and Spanish and can operate effectively with teams and stakeholders across multiple locations.
- Experience in hospitality, residential services, home operations, or other high-touch service environments is strongly preferred.
- Experience implementing AI-enabled workflows, support automation, or operational systems is a plus.
On Mindset
- You think in systems rather than individual incidents.
- You naturally balance empathy with accountability.
- You are comfortable making decisions in ambiguous situations and taking ownership of outcomes.
- You look for root causes instead of treating symptoms.
- You coach directly and address performance issues early.
- You believe exceptional service is built through standards, training, discipline, and operational excellence.
- You are energized by building teams and improving systems rather than maintaining the status quo.
Why This Role Matters
Belong only works when homeowners trust us with one of their most valuable assets and residents trust us with the place they call home.
The teams you lead are responsible for maintaining that trust every day.
Your decisions influence renewals, occupancy, member satisfaction, homeowner retention, and operational efficiency. They directly affect revenue, reduce operational risk, and determine how effectively Belong can scale.
As the company grows, the systems, leaders, and standards you build become a competitive advantage that is difficult to replicate.
Benefits
Why Belong
Most companies in this industry are built around managing properties. We are building the operating system for rental homeownership.
At Belong, you work on problems that sit at the intersection of technology, operations, and one of the largest asset classes in the world.
You will have meaningful ownership, direct exposure to senior leadership, and the opportunity to shape systems that impact thousands of homeowners and residents.
We are AI-first, ambitious about what we are building, and committed to giving exceptional operators the autonomy and responsibility to create outsized impact.
