Job Description

Cloud9 seeks a Head of Guest Operations to own the guest experience and set the standard for five-star service. You will define metrics, implement SLAs, and build an AI-enabled knowledge base to automate responses. This role requires leadership, a data-driven mindset, and the ability to hire and coach a high-performing team in Bogotá.

You will drive dashboards, monitor response times, and ensure escalations are resolved quickly while protecting margins and maintaining top-tier service.

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