Overview

The General Manager of Operations will be a key leader in our organization, responsible for overseeing the operational excellence and strategic growth of our hospitality and co-living portfolio. This role requires a dynamic leader with a strong background in hospitality management, property operations, and a deep understanding of the co-living concept. The General Manager of Operations will ensure exceptional resident and guest experiences, optimize operational efficiency, and drive financial performance across all properties. This position reports directly to the Chief Operating Officer of EXP..

This role serves as the senior operational leader for Japan, with full accountability for day-to-day performance and execution, while partnering closely with the COO on strategy and expansion.

Key Responsibilities

Operational Leadership and Management

• Oversee all day-to-day property operations, including maintenance, housekeeping, resident services, and vendor management across all co-living and hospitality assets.
• Develop, implement, and maintain high-quality operational standards, policies, and procedures to ensure consistency and excellence across the portfolio.
• Ensure properties are compliant with all local regulations, and maintain the highest standards of safety and security.
• Regularly review operational metrics (e.g., occupancy rates, maintenance response times, guest satisfaction scores) and implement strategies for continuous improvement.
• Manage and negotiate contracts with external service providers and vendors.
• Strategize and oversee the implementation of community programming and events across all properties to enhance guest and resident engagement and foster a strong, connected co-living culture.
• Collaborate with internal teams to ensure growing membership acquisition.

Team Management and Development

• Lead, mentor, and develop a high-performing operations team, including Community Managers,  XO Team Members, Housekeeping staff, and on-site staff.
• Conduct regular performance reviews and provide continuous feedback and coaching.
• Foster a positive, collaborative, and guest-centric culture within the operations team.
• Lead the recruitment, onboarding, and training of new operations personnel.

Financial Performance and Budgeting

• Collaborate with the finance and resource management team to develop and manage annual operating budgets for all properties.
• Monitor financial performance against budget, identify variances, and implement corrective actions to maximise profitability.
• Identify opportunities for cost savings and revenue optimisation without compromising guest/resident experience.
• Approve expenditures and manage procurement processes efficiently.

Resident and Guest Experience

• Champion a customer-first approach, ensuring all residents and guests receive exceptional service and a memorable experience.
• Oversee the effective management of resident/guest relations, including prompt and effective resolution of complaints and issues.
• Drive community engagement initiatives to foster a vibrant and connected co-living environment.
• Analyse guest/resident feedback (surveys, reviews) to inform operational improvements.

Strategic Planning and Growth

• Contribute to the strategic planning process for the expansion of the property portfolio.
• Lead the operational planning and execution for new property launches in Japan, ensuring a seamless transition from construction to operation.
• Stay current with industry trends in hospitality, co-living, and proptech to identify and implement innovative operational solutions.

Qualifications

Requirement

Experience

Minimum of 8 years of progressive experience in hospitality management, property management, or multi-site operations in Japan, with at least 3 years in a senior leadership role. Experience in the co-living sector is highly desirable but not essential.  Working knowledge of Japanese regulations (fire safety, building standards, local ordinances). Experience managing local vendors, contractors and municipal stakeholders.

Ease in working with international colleagues. 

Education

Bachelor's degree in Hospitality Management, Business Administration, or a related field. An MBA or advanced degree is a plus.

Skills

Strong financial acumen, exceptional leadership and team-building skills, excellent written and verbal communication in Japanese business environment,, proficiency in property management software, and ability to work effectively in a fast-paced environment.

Attributes

Strategic thinker, highly organised, results-oriented, emotionally intelligent, and deeply committed to delivering outstanding customer service.

Application Process

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience to Nadine Maurellet at nadine@exp.is.

We look forward to reviewing your application for this exciting opportunity to shape the future of our operations.

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