Regional Customer Experience & Product Operations Manager

Why leave Orange County to build a tech company, when you can do it right here in OC?

Month2

Month is a rare tech startup based in central south Orange County, an area more commonly known for its peaceful lifestyle than for startup activity, founded by leaders from top Silicon Valley companies like NVIDIA and Intel. Our mission is to bring the innovation-driven mindset of Silicon Valley to OC and create a home for professionals who want to stay local without compromising on growth, challenge, or impact.

We are a growing furnished housing company specializing in flexible, fully managed temporary housing for corporate relocations, insurance displacement, home renovations, and other transitional housing needs. We operate furnished homes across multiple U.S. markets and manage the full housing experience, from property onboarding and reservations to move-in, customer service, maintenance, billing, and ongoing property operations, and we are reimagining the midterm rental market with full-stack, AI-powered solutions.

Our team structure is built for agility and innovation. We take bold ideas from 0 to 1, scale them from 1 to 10, and grow them from 10 to 100. If you're ready to shape the future of proptech and thrive in a team that values execution, creativity, and long-term vision, join us and help redefine what's possible in Orange County.

• Medical, Dental, Vision Insurance
• 401(k) Retirement Plan
• Unlimited Paid Time Off (PTO)
• Dynamic, Collaborative Work Environment

Month2

Month is seeking an experienced Regional Customer Experience & Product Operations Manager to own tenant experience and related product operations for an assigned geographic region from the beginning of the role.

You will serve as the accountable business owner for tenant customer service and customer experience within your region. You will lead the team supporting regional tenants throughout their stay, manage escalated cases, improve service processes, and work closely with product and engineering teams to turn regional customer feedback into scalable product and system improvements.

This is not a traditional customer service supervisor position. You will manage business performance, develop team capabilities, improve operational systems, and make independent decisions that balance customer experience, operating costs, company policies, and long-term business value.

You will begin with direct responsibility for one assigned region. As you demonstrate results, the role can expand to additional markets or broader ownership of the region's operations and business performance.

• Own the end-to-end tenant experience for an assigned region, from pre-arrival and move-in through the stay, extension, and move-out.
• Establish and maintain customer service standards across all tenant communication channels.
• Monitor customer satisfaction, response time, resolution time, complaint volume, service recovery, and other customer experience metrics for the assigned region.
• Identify recurring customer issues and implement solutions that address their root causes.
• Independently manage sensitive or escalated cases involving service quality, maintenance, billing, extensions, move-outs, or policy disputes.
• Make sound service recovery decisions while balancing customer satisfaction, company policy, cost, and business risk.
• Develop strategies to improve tenant satisfaction, retention, extensions, referrals, and positive reviews.

• Lead, coach, and develop the team supporting tenants in the assigned region.
• Establish individual and team goals, performance standards, [MISSING TEXT] accountability systems.
• Conduct regular team meetings, case reviews, performance evaluations, and coaching sessions.
• Develop onboarding and ongoing training programs for customer service team members.
• Monitor workload and staffing needs to ensure appropriate service coverage.
• Build a service culture centered on ownership, professionalism, empathy, and follow-through.
• Identify performance gaps and implement appropriate coaching or corrective action.

• Serve as the primary operational partner between customer service, product, and engineering teams.
• Translate tenant needs, customer feedback, and operational pain points into clear product requirements and improvement recommendations.
• Maintain and prioritize a structured pipeline of customer-facing product issues and enhancement opportunities.
• Participate in the…