Customer Experience & Site Operations

Job description

Key Responsibilities : Sites & Portfolio Ownership Take end-to-end ownership of Experience & Hospitality Operations across assigned projects within the zone, prioritising readiness, risks, interventions and consistent delivery of defined standards. • Site Readiness & Launch Execution Own readiness of assigned projects from pre-opening preparation through launch and post-launch stabilisation, ensuring customer-facing environments are ready to deliver the intended experience. • Readiness Assessment & Closure Conduct structured site assessments covering customer experience, hospitality, facilities, brand presentation, technology, safety, functionality and operational requirements; identify gaps and drive them through closure. • Customer Experience & Quality Assurance Assess each location through a customer lens, ensuring presentation, functionality, comfort, cleanliness, hospitality and service readiness meet defined standards. • Cross-Functional Coordination & Closure Work closely with Technical, Design, Marketing, Sales, Facilities, IT, Procurement and other teams to manage dependencies, resolve readiness issues and achieve agreed milestones. • Launch Planning & Execution – Develop project-wise readiness plans, track critical timelines, identify risks early and ensure customer-facing requirements are completed before opening. • Operational Experience Reviews – Conduct regular post-launch reviews to ensure customer-facing environments continue to meet defined experience, hospitality, presentation and operational standards. • Risk, Escalation & Problem Solving – Identify readiness and operational risks early, recommend practical solutions and escalate critical dependencies requiring leadership intervention. • Cost & Resource Effectiveness – Monitor readiness and operational requirements, identify opportunities for standardisation, resource efficiency and cost optimisation without compromising customer experience or quality. • Vendor & Partner Coordination – Work with functional owners and service partners to monitor quality, timelines and service outcomes and drive corrective actions where required. • Performance Tracking & Reporting – Maintain project readiness trackers, action plans, risk status, closure timelines and performance measures, providing clear visibility to the GM and leadership. • Continuous Improvement & Standardisation – Capture project learnings, identify recurring issues and support development of standard solutions, specifications, checklists and practices that improve future launches and operations. Qualicication : • Bachelor’s degree in Hotel/Facilities Management, Project Management, Hospitality Management, Business Administration or a related discipline. • 6–8 years of relevant experience in site operations, facilities, project coordination, launch readiness, hospitality operations or multi-site customer-facing environments. • Experience managing multiple sites/projects and cross-functional stakeholders preferred. • Working knowledge of customer-facing facilities, services, operational readiness and site infrastructure. • Experience in real estate, hospitality, retail or other multi-site operations preferred. • Strong exposure to site inspections, snag closure, partner coordination and operational readiness. • Ability and willingness to travel regularly across assigned projects. • Experience in real estate, hospitality, retail or other multi-site operations will be preferred. • Q trong exposure to site inspections, snag closure, vendor coordination and operational readiness will be an advantage.