Guest Experience, Project Manager

Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014 and headquartered in San Francisco, Sonder is making a world of better stays open to all with a variety of accommodation options — from rooms to suites and apartments — found in more than 30 cities spanning eight countries and three continents. Sonder's innovative app empowers guests by making self-service features and 24/7 on-the-ground support just a tap away. From simple self check-in to boutique bathroom amenities, we bring the best of a hotel without any of the formality.

As Experience Operations Project Manager, you will be focused on operationalizing a flawless guest experience through partnership with several cross-functional stakeholders. You will sit within Sonder's Operations organization, where you will own strategic guest experience-related projects and programs. You will work closely with other Operations stakeholders, including city teams, Tech, Revenue, Global Guest Services and other cross-functional partners to manage and optimize guest experience programs, such as in-unit collateral, luggage storage, lobby sound, and lobby scent. You will also support prioritization and scoping of new projects, defining guest needs and problems-to-solve, ideating solutions, weighing operational considerations, projecting costs, revenue and long-term impact, and facilitating execution of winning solutions by designing processes and holding partners accountable.

You thrive in an environment of ambiguity and constant change and love learning new things. You have the highest standards of quality and work to raise the bar across the company. You can effectively think strategically about the business impact of your projects as well as dive into the details to drive improvements across physical, human, and digital touchpoints with our guests. You are analytical and use data to make decisions. You are a highly-motivated, independent thinker and multi-tasker who enjoys partnering with many different parts of the business to ensure success.

**AT SONDER YOU WILL**:

- Project manage (initiation to execution) new scalable end-to-end programs that span physical, service, and tech
- Utilize low
- and high-fidelity prototyping and A/B testing to test and validate new ideas
- Utilize research, tests, and feedback to develop strategic recommendations that balance quality, cost, and operational complexity
- Build rollout strategies for programs, including processes for implementation by other stakeholders, namely city teams, and ensure stakeholders adhere to guidelines and execute programs as designed
- Program manage Sonder's physical guest experience programs, partnering with city teams, Procurement, Sourcing, Inventory Planning, Quality Management, and external vendors to ensure flawless execution of our programs
- Identify obstacles and risks and seek creative solutions to mitigate them
- Measure, track, and analyze program results, report progress, and optimize continuously using quantitative and qualitative practices to ensure our programs meet business objectives (brand quality, cost, delivery)
- Be an advocate for and advisor to city operations within headquarters and effectively collaborate across multiple stakeholders
- Understand and resolve organizational alignment challenges and effectively communicate progress to a broad set of stakeholders
- Develop and maintain trusting relationships both internally (cross-functional stakeholders at headquarters and in our markets) and externally (vendor partners) to maximize program success

**WHAT WE LOOK FOR**:

- BA/BS Bachelor's Degree; Master's Degree advantageous (MBA, M.S. or M.A. in Design Innovation or Innovation & Entrepreneurship)
- Eight or more years of experience in consulting, program management, or project management in a customer focused industry (hospitality experience a plus)
- Strong project management and organizational skills, with the ability to coordinate multiple stakeholders, set and adhere to deadlines and move projects forward
- Must be able to think strategically as well as tactically; collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
- Background in establishing systems; experience developing processes where little exists, and demonstrated flexibility to get things done
- Organizational wizard with acute attention to detail; ability to manage multiple complex programs at once through rigorous planning and prioritization
- Effective written and verbal communicator able to influence all levels of the organization
- Relationship building skills, with the ability to form new relationships with internal and external stakeholders and stay abreast of cross-departmental initiatives that may impact your programs
- Strong analytical skills with the ability to successfully inte