At Lyric we believe life should not be put on hold just because you are on the road. Travel should be an opportunity to feel more inspired, gain a fresh perspective, and connect with your destination. Our creative suites feature flexible spaces, purposeful design, and crafted experiences so that where you stay becomes a place for you to experience more. 
 
As the Head of Customer Happiness, you will report into the VP of Revenue and Guest Operations, and improve Lyric’s end-to-end experience across digital assets, suites (housekeeping, maintenance etc.), and customer success (call centers and in-house). You will design ways for Lyric to measure on-brand experiences using technology, reporting, and field teams. You will partner closely with Product, Brand, Customer Success, Hospitality Operations and Analytics and drive initiatives that make our guest experiences seamless. 
 

What you will be doing:

  • Business strategy: At Lyric, we have set out to re-imagine the future of hospitality. You will develop a deep understanding of our guests, partners, vendors, and products and define critical KPIs and drive operational rigor and manage performance.
  • Build and develop a team: You will build and lead a field-based team who perform building visits to ensure on-brand quality standards. You will also define clear goals and success metrics to monitor and deliver an on-brand guest experience as we scale with our vendors, including housekeepers, maintenance, security, handymen, plumbers etc.
  • Special Projects: You will work on special projects that drive cross-functional thinking on how to deliver enhanced guest experiences. For example, we are operating full buildings (a hotel-like model) for the first time, and you will work backward from guest needs and use technology and people to help Lyric deliver an on-brand guest experience. 
  • Change-driven analysis: You will use your uncanny ability to translate and simplify data into true insights, and work with other leaders to drive business strategy and change behavior. You will build self-service analytics tools and dashboards to track our performance against an on-brand guest experience. 
  • Work cross-functionally: You will partner with Product and Engineering to build best-in-class solutions for our guests and building partners. You will provide guest and building partner insights to Brand, Procurement, Expansion, and Real Estate to refine the Lyric experience. You will be the glue, working cross-functionally to drive high-priority customer-focused initiatives across the organization.
  • Build for scale: You will enable your team to succeed by creating playbooks that streamline our day-to-day operations. You will focus on efficiency by asking questions, collecting data, and performing analysis to understand opportunities to go-to-market better and faster. You will catalog best practices, set targets, and advocate for change to support our hospitality teams.

We are looking for someone with:

  • Experience: You have consistently shown the ability to think strategically and then execute on that strategy. You have 8+ years of experience with a track record of building high-performing teams and delivering results in fast-paced environments.  
  • Customer focused: You take pride in doing right by customers and it influences every decision you make. 
  • Systems thinker: You are not satisfied with one-off solutions. You instinctively think about how to design systems that will solve problems and measure success.
  • Data-driven decision making: You have leveraged best-in-class tools to support customers while providing the analytics needed to ensure quality and achievement of team goals. 
  • Scrappy: You are willing to get your hands dirty and look in non-traditional places to create value. No task is above you and you always figure out how to get it done. 
  • Open communicator: You enjoy working cross-functionally and are comfortable having hard conversations to achieve your mission.
  • Leader: People follow you, even if they do not report to you. You can articulate why your goals are important and marshal cross-functional resources to help achieve them. You are a confident communicator and an even better listener. 

Your first 90 Days

  • On boarding: You will meet leaders across the organization and gain an in-depth understanding of our products, customers, and tools
  • Analyze Performance: You will develop a holistic approach to thinking through the guest journey and measuring on-brand performance. You will identify pain points across guest stays and work with leaders across the organization to alleviate them. 
  • Measure Performance: You will develop and pilot a strategy to measure our on-brand experience performance across cities using either existing staff, technology, or secret shoppers. You will create a guest experience dashboard that tracks performance vs. goals.
  • Support Customer Success: Our customer success team is moving to a near-shore model that allows us to flex capacity across channels such as phone, text, chat, email, and video. You will help the team measure and improve guest experience metrics, and work with Product and Engineering to drive initiatives that optimize multi-channel guest experiences and improve efficiency.
  • Full-building strategy: Lyric is launching full-building (hotel-like) experiences for the first time. You will collaborate with the Hospitality Operations team to drive thinking around the guest experience at scale, including technology, staffing, security, housekeeping, guest access, reception desk, luggage storage, consumable replenishment, and maintenance experiences at scale. 

Perks and Benefits:

  • Competitive Salary and Equity
  • Medical, Dental, and Vision Coverage
  • Commuter Subsidy
  • Fitness Subsidy
  • 401k
  • Education Subsidy
  • Unlimited PTO
  • Pet Friendly Office

About Us:

Lyric is building the next great hospitality company.
 
We design and manage premium short-term rentals, that combine the spaciousness of an apartment, the amenities of a 4-star hotel, the productivity of your favorite work space, and the creative inspiration of an artistic studio.
 
Powering everything we do is a proprietary software and data platform designed to inform every aspect of our operations - from location selection to inventory design, revenue management to personalized guest experiences.
 
The global accommodations industry is worth more than $1T/year, but it hasn’t kept up with the needs of today’s modern traveler. Lyric is changing that.
 
We set out to re-imagine what this future will look like, and we'd love to have you along as part of that journey!

Our Team

We are a fast growing team founded by veteran entrepreneurs and backed by a number of the largest and most respected VC’s in the world. Headquartered in downtown San Francisco, we're hiring top talent across all business units! 
 

Apply for this Job

* Required

File   X
File   X


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Lyric are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.