Sonder is on a mission to revolutionize hospitality and make a world of better stays open to all. No two Sonders are the same – each property has a bespoke design and contains a mix of rooms, suites, and apartments. Though each Sonder is unique, our mobile app allows guests to effortlessly navigate their stay. From check-in to checkout, everything they need is just a tap away. To be better is a never-ending pursuit and revolutions don’t happen overnight. But, together, we can forever change the way people stay, for the better.

We are looking for someone who breathes hospitality operations and is energized by the opportunity to maximize, motivate, and inspire a team to deliver an amazing Sonder guest experience. Our Sonder locations are distributed across a city in different shapes, sizes, ages, and styles, and we pride ourselves on offering a hotel-like service. That’s what you’ll own.

Life At Sonder

We aspire to build a workplace where employees can thrive. Our culture shapes how we make decisions, how we conduct meetings, how we communicate, and how we treat each other. It’s the coordinated way in which we work that gives us a shot at achieving the epic tale we hope to be part of. Our Leadership Principles are a foundational part of our culture and they play a vital role in guiding the values and actions of our team members. Each of these principles is at the heart of what we do. Check out this article to find out more about our Culture and Principles.

Considering Sonder’s global expansion plans, there will be opportunities for extraordinary personal and professional growth for the right candidate.

The Senior Operations Manager’s responsibility is to build and manage the hospitality operation within our distributed network of apartment and hotel properties. Their highest priorities are to take hospitality to the next level, guaranteeing our guests have a jaw-dropping experience.

Sonder is rapidly expanding across the globe. We are looking for a team member who is overachieving, analytical, energetic, detail-oriented, highly organized, passionate about hospitality, and experienced in Operations and Supply Chain Management; a true project manager at heart. This person will be tasked with growing and improving the day-to-day hospitality operations across their respective market to ensure we deliver a “best in class” guest experience.

This will be achieved by creating and innovating processes to create truly memorable experiences for our guests, while building and developing a high-performance team to execute on that same standard.

The Opportunity:

• Work closely with the market’s General Manager and participate in the strategic discussion of our geographic expansion and understand what is needed to guarantee a “best in class” service level standard

• Grow, train, and lead a highly visible and guest driven operations team that will serve as the face of your guest operation, delivering on needs such as meeting guests during arrival/check-in, performing quality audits, preparing personalized welcome packets, and rapidly responding to any guest needs

• Build, manage, and maintain quality vendor relationships with housekeeping, linen, and logistics companies, as well as with property managers, maintenance workers, handymen, plumbers, electricians, and more

• Manage the back-of-house logistics for the entire hospitality operation, including our supplies and equipment, staff, and infrastructure

• Constantly improve our processes and assume responsibility for cost savings through careful analysis and creative solutions

• Be a master of quality control and make sure we’re always delivering on the Sonder brand promise

• Collaborate cross-functionally with our HQs to optimize strategies and tactics

• Build a culture of “hospitality everywhere” among our guest operations team

Who We Look For:

• A disciplined worker who can DO WHATEVER IT TAKES to get the job done!

• Minimum 10 years of professional experience in Operations, Logistics, or Supply Chain Management

• Minimum 5 years of management experience

• Project management experience either in industry or in hospitality consulting

• A proven ability to handle ambiguity in the absence of defined systems and processes

• Experience with RFPs, contract negotiation, and management of external partners

• Exceptional people skills and experience in hiring, training, coaching, and managing hourly employees

• A creative thinker that challenges assumptions and wants to participate in changing the hospitality landscape

• Proficiency with Google applications. Willingness to embrace new technology. Slack, Asana, and project management software experience preferred

• MBA and experience in hospitality are a bonus

• Knowledge of the local Market (geography, transit routes, demographics)

• This role requires regular access to a reliable smartphone, reliable transportation and willingness to travel between properties on a daily basis when working. (Reliable transportation includes biking, walking, public transportation, scooter and/or other forms of transit that provide reasonable work associated transit times between locations)

Salary Range: $120,000 - $140,000 plus full benefits and perks

Benefits

We offer attractive employee travel perks for any Sonder location as well as competitive stock, health and lifestyle benefits. For eligible employees, benefits may include:

• Competitive compensation

• Generous stock plan

• Medical, dental and vision insurance (where applicable)

• Flexible vacation

• Wellness and volunteering days

• Annual free credits and discounts to stay in Sonders

• Workplace flexibility (for remote-specified positions only) #ABetterWaytoWork

Learn More About Sonder

• Corporate Responsibility & Sustainability

• Data Privacy Policy

• Blog: Sonder Stories

• Instagram: @sonderstays

Equal Opportunity

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other classification protected by applicable state, federal or local law. Extend Hospitality To All is one of Sonder’s Leadership Principles. Living up to that principle means fully embracing diversity: ensuring that all of our employees, guests, partners, and communities feel safe, respected, included, cared for, and empowered.

As part of our commitment to creating a workplace open to all, we have created Sonder Circles, also known as employee resource groups. These groups aim to foster a diverse, equitable, and inclusive workplace aligned with the communities they serve.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email Recruiting.