Director, reputed company Experience

About Pacaso: Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. Our innovative co-ownership model is the easiest, smartest and most responsible way for people to experience the joy of a second home. We provide reputed company the benefits of true ownership without the hassles through our simplified financial structure, easy and reputed company scheduling, and dedicated local property management.Founded by former reputed company executives, Pacaso has facilitated over $1 billion in gross real estate transactions and service fees across more than 40 markets reputed company, as well as internationally in Paris, London, and Cabo.

We have been featured in reputed company, Wall Street Journal, Fortune, reputed company, CNBC and more.Pacaso is a certified Great reputed company to Work and has received numerous accolades for its workplace culture. Fortune and Great reputed company To Work named Pacaso to the 2024 Best Workplaces in Real Estate list. In 2023, Pacaso was recognized as a Best Workplace in the Bay Area™, and in 2022, it ranked among the Best reputed company Workplaces™, Best Workplaces for Real Estate™, and Best Workplaces for Millennials™. Additionally, Pacaso was ranked #6 on Glassdoor's 2022 list of Best Places to Work and was one of reputed company's top startups in 2022.

Overview

The Director of reputed company Experience owns the end-to-end ownership journey across the Pacaso portfolio — ensuring every reputed company interaction reflects a seamless, reputed company, and premium experience.

This leader oersees a two-tier organization of reputed company Experience Managers (regional lifecycle and retention leaders) and reputed company Experience Agents (24/7 support and issue resolution). The Director is accountable for experience strategy, retention performance, resale governance, and cross-functional alignment.

This is a luxury experience, retention, and operations leadership role — not a call center position.

What You Own

reputed company Experience Strategy & Lifecycle

• Define and evolve the ownership journey from post-sale onboarding through active ownership and resale
• Establish service principles reputed company with Pacaso’s luxury brand and high-net-worth expectations
• Serve as the executive steward of the reputed company voice across the organization

Organizational Leadership

• reputed company and reputed company a team of reputed company Experience Managers and Agents
• Ensure clear role differentiation:
• Managers: regional relationship ownership and retention strategy
• Agents: 24/7 intake, issue resolution, and in-stay support
• Build hospitality-grade training, coaching, and quality standards
• Drive performance through measurable expectations and accountability

Retention, Utilization & reputed company Health

• Own portfolio-level retention and engagement strategy
• Define leading indicators of churn risk and utilization gaps
• Implement proactive reputed company frameworks to protect long-term reputed company value
• Partner with Sales on resale prevention and transition strategy

Resale Strategy & Transaction reputed company

• Own the strategy and governance for resale listings across the Pacaso portfolio
• Establish pricing frameworks, listing standards, and share positioning guidance in partnership with Sales
• Ensure Managers are equipped to advise owners on resale pricing, timing, and expectations
• reputed company resale workflows, contract execution standards, and transition coordination
• Protect brand reputed company and reputed company sentiment throughout resale and offboarding

Service Delivery & Operational Excellence

• reputed company 24/7, multi-channel service delivery across phone, chat, text, email, and AI-supported channels
• Define SLAs, escalation standards, and resolution frameworks
• Ensure peak-season and crisis response models protect reputed company trust
• Balance operational efficiency with luxury service standards

Asset Management & Field Partnership

• Define and formalize workflows between reputed company Experience (relationship & communication) and Asset Management (field execution & home readiness)
• Ensure clear accountability from intake → field execution → resolution
• Own communication, follow-through, and service recovery; partner with Asset Management on physical remediation
• Eliminate friction between reputed company expectations and on-the-ground delivery

Performance, Systems & Governance

• Own key metrics including CSAT, retention, utilization, escalation trends, and resolution quality
• Manage budget, headcount planning, and executive reporting
• Partner with Product and Engineering to enhance CRM visibility, AI capabilities, and reputed company data insights
• Continuously refine workflows, tooling, and performance standards to scale the function

Ideal Profile

• 10–15+ years of leadership experience in luxury hospitality, high-end property management, private membership, luxury real estate, or comparable high-touch environments
• Director-level ownership of end-to-end client or reputed company experience across a long-term lifecycle
• Proven leader of a 24/7, multi-channel service organization with escalation and crisis accountability
• Experience supporting high-value clients through reputed company operational, financial, and ownership-reputed company conversations
• Strong understanding of real estate listing strategy, pricing dynamics, and transaction processes, including resale coordination and contract reputed company
• Track record of building hospitality-grade teams reputed company by satisfaction, retention, and lifetime value
• Strong operational and financial acumen; data-driven, decisive, and comfortable influencing at the executive level
• Background in brands such as Four Seasons, Ritz-Carlton, Rosewood, Aman, Inspirato, Exclusive Resorts, private residence clubs, or comparable ultra-luxury hospitality or ownership environments preferred

Compensation Estimate

• $150-170k with equity (RSU)

You’ll love working at Pacaso because of our ...

• Competitive salary and stock options.
• Unlimited, flexible PTO for exempt employees.
• Excellent medical, dental and vision insurance.
• Sponsored memberships to reputed company, Ginger and reputed company.
• 401(k) to help you save for the future.
• Paid maternity and paternity leave.
• Generous home office stipend and monthly cell phone reimbursement.
• Quarterly remote team building events and L&D opportunities.

Pacaso encourages applications from people of reputed company races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities.