Head - Operations

Coliving | Zolo

Build the operating engine. Raise the standard. Deliver consistently at scale.

Why this role exists

Running a large Coliving portfolio means delivering a consistent living experience across multiple properties, cities, teams, and thousands of residents every single day.

As the business scales, operational complexity scales with it.

A great customer experience cannot depend on individual property managers solving problems differently. Properties need clear standards, strong processes, reliable teams, disciplined cost management, and leaders who can identify problems before they become escalations.

The Sales and Operations Head exists to build and run this operating engine.

This role owns how effectively the Coliving portfolio operates from property performance and customer experience to service delivery, cost efficiency, team capability, and operational improvement.

Your mandate is clear

You will be responsible for:

- Operational performance across the Coliving portfolio
- Customer experience and service delivery
- Property standards and operational compliance
- Cost and productivity improvement
- Multi-city / multi-property execution
- Operational processes and governance
- Team performance and leadership
- Cross-functional execution
- Operational problem solving and continuous improvement

This is not a role that waits for escalations and solves them. The mandate is to build an operation where fewer escalations happen in the first place.

About Zolo and Coliving

Finding dependable accommodation has historically been fragmented and inconsistent.

People often had to compromise on quality, service, convenience, or trust because there were few reliable options.

Zolo set out to change this by building professionally managed living and hospitality experiences designed around the needs of todays consumers.

Zolo Coliving simplifies urban living by bringing together well-managed homes, essential services, technology, and community into one seamless experience.

Z Hotels serves the modern traveller with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of their lives.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation delivering experiences customers can rely on while building long-term, sustainable partnerships with property owners.

What you will be responsible for

Own Portfolio Operations

- Take end-to-end ownership of operational performance across the Coliving portfolio
- Ensure properties consistently operate against defined standards
- Build visibility into property, cluster, and city-level operational performance
- Identify underperforming properties and drive structured improvement plans
- Ensure operational issues are resolved with speed and ownership
- Build mechanisms that allow operations to scale without increasing complexity unnecessarily

Drive Customer Experience

- Own operational drivers of the resident experience
- Track customer feedback, complaints, service quality, and experience metrics
- Identify recurring customer pain points and eliminate their root causes
- Ensure critical customer escalations are handled with urgency
- Convert customer feedback into operational improvements
- Build consistency in the experience delivered across properties

Build Operational Standards & Processes





- Define and strengthen operating standards across properties
- Build clear SOPs, controls, review mechanisms, and accountability
- Ensure processes are practical enough to work on the ground, not just on paper
- Identify process gaps and redesign inefficient ways of working
- Drive adoption and adherence across cities and properties
- Create standardisation while allowing appropriate flexibility for local requirements

Improve Cost & Operational Efficiency

- Maintain strong visibility into the major cost drivers across operations
- Identify opportunities to improve productivity and reduce wastage
- Improve manpower deployment and resource utilisation
- Partner with relevant teams to optimise vendor and service costs
- Ensure cost improvements do not compromise critical service standards
- Build sustainable operating models as the portfolio scales

Protect Property & Service Reliability

- Ensure critical property services and infrastructure operate reliably
- Build strong preventive rather than reactive operating practices
- Maintain visibility across housekeeping, maintenance, security, utilities, and other critical services
- Identify recurring failures and ensure permanent corrective action
- Partner with central functions to improve asset uptime and service reliability

Lead Multi-City / Multi-Property Teams

- Lead and develop city, cluster, and property-level operations leaders
- Set clear expectations, goals, and accountability
- Build a strong second line of operational leadership
- Develop teams capable of solving problems independently
- Address performance gaps quickly and constructively
- Ensure leadership standards remain consistent as the portfolio grows

Run Operations Through Data

- Define and monitor the metrics that indicate operational health
- Build regular operating reviews across property, city, and portfolio levels
- Identify trends and exceptions requiring intervention
- Use data to distinguish isolated incidents from systemic problems
- Ensure teams move from reporting problems to taking corrective action
- Build early-warning mechanisms for critical operational risks

Drive Cross-Functional Execution

- Partner closely with Sales, Revenue, Customer Experience, Finance, Procurement, HR, Product, Technology, and other teams
- Ensure operational requirements are represented in business decisions
- Resolve dependencies that impact customer or property performance
- Ensure current initiatives are executable on the ground
- Build accountability across functions for shared business outcomes

Enable New Property & Business Growth

- Ensure new Coliving properties are operationally ready for launch
- Build repeatable processes for property mobilisation and stabilisation
- Ensure manpower, vendors, services, systems, and operating standards are ready before launch
- Identify operational risks during expansion and address them early
- Ensure newly launched properties reach stable operating standards quickly





What success looks like after 6-12 months

- Operational performance is consistent across cities and properties
- Customer experience metrics show measurable improvement
- Recurring complaints and operational escalations reduce
- Property-level service standards are clearly defined and consistently followed
- Operating costs and manpower productivity improve without compromising experience
- Preventive systems replace significant amounts of reactive firefighting
- Underperforming properties have clear improvement plans and ownership
- City and cluster leaders operate with greater independence and accountability
- New properties achieve operational stability faster
- Leadership has clear, reliable visibility into portfolio health
- Best practices are standardised and scalable across the business

Most importantly, operations become predictable rather than person-dependent. Who this role is for

This role is for someone who:

- Has managed operations at significant scale across multiple locations
- Can move comfortably between a portfolio-level review and an on-ground property problem
- Understands that operational excellence is about building systems, not constantly firefighting
- Has a strong customer orientation without losing sight of business economics
- Can identify the root cause behind recurring operational problems
- Uses data to run operations rather than relying only on escalations
- Can standardise execution across diverse properties and teams
- Builds strong leaders instead of becoming the solution to every problem
- Is comfortable making difficult decisions around people, costs, vendors, and service standards
- Has high ownership and execution intensity

Experience we value

- Significant experience in Operations / Business Operations / Property Operations / Facilities Operations
- Experience leading multi-property, multi-location, city, regional, or national operations
- Strong people leadership experience with multiple layers of teams
- Experience managing large-scale customer-facing operations
- Exposure to operational budgets, cost optimisation, manpower productivity, and vendor management
- Demonstrated experience building SOPs, operating rhythms, and scalable processes
- Strong understanding of customer experience and service delivery
- Comfortable using operational data and metrics to make decisions

We are looking for someone who has demonstrated the ability to make complex, distributed operations work consistently at scale. The impact you will have

Your work will directly influence:

- Customer Experience
- Property Performance
- Service Quality
- Operating Costs
- Team Productivity
- Asset Reliability
- Operational Scalability
- Business Growth

Every improvement you build has the potential to improve the experience across the entire Coliving portfolio.

Why join now

As Zolo's Coliving business grows, the next stage of scale requires more than strong individual property operations.

It requires an operating model that is consistent, measurable, efficient, customer-focused, and scalable.

This role provides the opportunity to shape that model.

You will have the mandate to strengthen how the business operates today while building the systems, teams, and standards required for where it is going next.

The opportunity is not just to run operations. It is to build operations that can scale.

📌 Head Operations (Bengaluru)
🏢 Zolostays
📍 Bengaluru