Experience Operations Lead (Guests & Artists)

VAWAA

4d • Remote

About The Position

VAWAA is seeking an ambitious, compassionate, and detail-oriented individual to lead Experience Operations, managing the day-to-day human experience for both guests and artists on their platform. This role involves scaling the experience layer of VAWAA, improving booking conversions, optimizing the guest journey, supporting artists, and identifying areas for system improvement. The ideal candidate is energized by operational challenges, has a quantitative mindset, is comfortable with ambiguity, and enjoys using AI tools to automate tasks and enhance human connection. This is a high-touch, high-trust platform operating globally, requiring meticulous attention to detail to ensure a seamless experience for all users.

Requirements

• 2-4 years of digital customer experience.
• Experience growing operations for an early customer base.
• Strong writing, editorial, visual, and experience-design skills.
• Minimum 2 years of experience working full-time in remote, computer-based roles requiring responsiveness and self-direction.
• Fluency in tools such as Streak, Customer.io, Helpscout, Zendesk, Front, Notion, Slack, Google Workspace, and AI tools.
• Comfortable with ambiguity and able to change course quickly.
• Ability to learn quickly.
• Genuine satisfaction from a clean inbox, a clean CRM, and a well-run system.
• Proficiency in using AI tools and a desire to continuously improve their application.
• Kind, thoughtful, tasteful, and fun to be around.
• Ability to respectfully challenge decisions and provide clear reasoning.

Nice To Haves

• Fluency in tools like Streak, Customer.io, Helpscout, Zendesk, Front, Notion, Slack, Google Workspace, and AI tools.
• Lived and solo traveled internationally.
• Experience in guest experience, client experience, creative operations, marketplace operations, or as a jack-of-all-trades at a startup.
• Managed a high-volume inbox, bookings, logistics, CRMs, or international client communication.
• Built personal projects, hosted gatherings, organized retreats, run workshops, created content, or made things with your hands.
• Been part of the early growth stage of a successful startup in a community management, customer support/success, or operations role.

Responsibilities

• Work closely with the founder to scale the experience layer of VAWAA.
• Improve booking conversions and optimize the funnel from inquiry to repeat guest.
• Monitor key metrics related to bookings, guest, and artist health.
• Partner with the guest experience manager to own the end-to-end guest journey, including managing bookings, decisions, experience issues, follow-ups, CRM hygiene, templates, workflows, and SOPs.
• Support artists with onboarding, gathering assets, offering guidance, co-designing, editing, and general support.
• Identify areas where guests experience confusion, artists need more support, bookings stall, or the system needs enhancement, facilitating product decisions.
• Solve time-sensitive issues across different time zones, cultures, and contexts.
• Maintain a positive vibe and continuously improve the VAWAA experience.
• Ensure responsiveness across all communication channels, primarily email, but also WhatsApp and Instagram.
• Automate repetitive tasks to scale the human-centric operations, leveraging AI tools.

Benefits

• 1 Free and discounted VAWAA experiences
• Health insurance
• 0.25%–0.5% equity or profit sharing options (upon conversion to full-time employee)
• Growth path into roles like Head of Guest Experience, Head of Artist Onboarding and Experience, Head of Creative Operations, or COO

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed