Quality Manager - Guest Experience (m/f/d)

At numa we believe in a much needed simplicity and delight in the traditional hospitality industry, so we’re building a new way. We’re developing innovative technologies to establish and operate a new lifestyle apartment category in the world’s most vibrant neighborhoods. We build a wholly digital and personalized guest journey without the need for human interaction, a data-driven automated revenue management system, and a platform to automate 80% of hospitality processes. We’re bringing some soul to travel and want you to join us on the journey.

The Quality Manager Guest Experience will be responsible for ensuring that the customer service provided by the company meets and exceeds customer expectations. This role will work closely with the customer service team to identify areas for improvement and implement quality control measures to enhance the customer experience. In this role you will:

• Own all topics related to quality management internally (within the department) and externally (towards our guests)
• Monitor and evaluate customer service interactions to identify areas for improvement
• Develop and implement quantitative quality control measures to ensure customer satisfaction
• Gather and analyze data around quality and establish best practices
• Increase quality through improved usage of internal tools and features and research and implement new ones if necessary
• Conduct evaluations and provide feedback to team members
• Collaborate with other departments to ensure that customer service is integrated into all aspects of the company
• Monitor service metrics and report on performance to management
• Report to the Director of Guest Experience

We encourage you to apply even if you don't think you meet all of the below criteria. We care most that you are excited about the role and our mission, and are willing to learn. Ideally, you:

• Bachelor’s degree in business administration, hospitality management, or a related field
• 1-2 years of experience in Quality Management, Quality Assurance or related field
• 1-2 years of experience in customer service or a related field is a plus
• Strong communication and interpersonal skills
• Experience with customer service metrics and reporting
• Experience in analyzing various datasets
• Ability to work in a fast-paced, high-pressure environment
• Strong problem-solving and decision-making skills
• Passion for the hospitality industry and commitment to providing exceptional customer service
• Excellent English skills (verbal and written)
• Other language skills are a plus (German, Spanish, Italian, French)

• Join an agile work environment with flat hierarchies where your ideas make an impact from the very beginning
• Build your own success story based on what you do well and how you want to grow
• Earn a competitive salary
• Make the most of our flexible working hours and work from home flexibility
• Choose the tools you work with from our selection of office equipment and software
• Maintain and improve your mental wellness with a monthly Calm subscription on us
• Elevate your fitness with a free Gympass subscription or monthly gym stipend
• Get to know your internationally diverse team during our events and retreats
• We want you to understand our product so upon your start, you'll get to spend a night
• at your nearest numa stay!

numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognized, appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations.
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