Important NotesThis position is based on-site in Mexico City, CDMX. Remote work is not available for this role.
Submitted resumes must be in English to be considered.
About Us
Since 2019, Landing has redefined apartment renting with the industry’s first versátil living model. Our membership program provides consumers access to a network of apartments in 60+ top markets with no deposits, hassles, or stress.
About the Role
We’re looking for a strategic, hands-on Director of Member Experience to lead the team that defines how our members feel about Landing. This is not a “set the strategy and delegate” role. You’ll be in the trenches with your supervisors, listening to calls, diagnosing systemic issues, and building the playbooks that turn good support into an unforgettable experience.
You’ll own the full Member Experience operation out of our Mexico City office, reporting directly to the Head of Field Operations. Your team is the front line - handling member calls, tickets, escalations, emergencies, and third-party booking support 24/7/365.



You’ll be responsible for raising the bar on service quality, developing leaders, and building scalable systems that keep pace with Landing’s growth.
The right person for this role thinks in systems, leads with empathy, and is obsessed with the member journey from first contact to resolution. You solve problems with a long-term mindset, coach with specificity, and use data to drive decisions - not just report on them.
About the Team
The Member Experience Team is the heartbeat of Landing’s operations. This 24/7/365 team handles every inbound inquiry, emergency call, escalation, and third-party reservation across platforms like Airbnb, VRBO, and Marriott. They’re empowered to solve problems on the spot - from routine questions to member safety emergencies - and they work cross-functionally with Field Operations, Product, and other departments to close the loop.
You’ll lead a team of supervisors and front-line agents who are passionat

📌 Director of Member Experience (México)
🏢 Landing
📍 México