Global Experience Lead

👋 About Boundless Life

Boundless empowers remote workers to experience - with their families - the nomad lifestyle many people without children have been enjoying for years. It creates a complete "live abroad" immersive experience for families looking to get the most of what the digital age and the world can offer.

Through premium kid-friendly lodging and a cutting-edge education system that follows the children wherever they go, Boundless brings together a community of like-minded families who want to explore the planet while working remotely and having a positive impact on their lives and the world.

Since we were founded in 2021, we have quickly grown to 5 locations across two continents and close to 100 team members of different nationalities.

We’re continuing to grow at a fast pace. This year alone we’re opening 2 new locations and have ambitious goals to empower people to have more fulfilling lives by designing a lifestyle enabling balance, growth, and deeper connections with ourselves, our families, nature, and the world.

🙌 The Role

The primary purpose of this role is to ensure that Boundless Life delivers a consistent, high-quality experience for all guests across all locations. This involves creating and maintaining playbooks and processes, supporting and training Experience Champions, and designing a seamless customer journey that meets and exceeds guest expectations. The overarching goal is to achieve high guest satisfaction and create memorable experiences that reflect the Boundless Life values.

During your day to day, you will be responsible for:

• Design a comprehensive customer journey from arrival to departure, ensuring positive experiences at each touchpoint

• Plan and execute guest experience events, including welcome and farewell events, to enhance guest engagement and satisfaction.

• Build and manage service offerings with partners to enhance guest satisfaction and location revenue

• Monitor and manage a unique, authentic experience and ensure excellence in events and activities offering across all Boundless locations

• Ensure all locations operate at a consistent level, providing families with a familiar environment and value, no matter where they travel with Boundless Life.

• Establish and regularly update Experience and Services Chapters and Playbooks to maintain consistent operations

• Help recruit and train new Experience Champions to ensure all locations meet consistency standards

• Obtain feedback through location visits to understand specific operational execution

• Ensure all locations support social media and content creation

• Collaborate with Education Leads for overlapping activities and revenue opportunities

• Coordinate processes, pricing, and contracting with partners

• Track and report performance of each partnership item

• Establish commission-based programs with activities and local vendors

• Develop relationships with tour operators for Hero Trips

• Recommend activities and accommodations for key celebration dates to offer discounts and earn commissions

🫶 About you

To be successful in this role you will need to leverage your experience designing a positive customer journey and consistently delivering on creating a memorable experience for customers in multiple locations. You will also leverage your experience creating strong self-led communities that are highly engaged and.

You will be valued for:

• Your proven track record designing experiences for a global brand on multiple locations

• Your ability to engage customers to actively participate in community building

• Your experience creating memorable customer journeys

• Experience organizing events on multiple locations globally, while maintaining a consistent feel across locations

• Your background creating global experience playbooks and processes.

• Consistently achieving high guest satisfaction and NPS

• Excellent interpersonal, communication, and decision-making skills

• Great organizational skills and ability to multitask

• Your ability to establish win-win partnerships with 3rd party vendors.

• Your ability to thrive in a fast-paced environment

💥 What’s in it for you

• Fully-remote role

• Fast-growing company with strong financials.

• A mission-driven company and team.

• Potential to grow with the team as the company grows.

• Be part of creating a new lifestyle concept in the experience economy.

• Discounts to participate in Boundless Life cohorts in all locations.

✨ What's Next?

• Video interview to answer 4-5 key questions about your experience.
• First call (30 min) with our Recruitment team.
• Interview with our CEO (60 min).
• Peer interviews (45 min).
• Final check-in with the Head of People and Culture (30 min).

The process might change slightly as we go along, we will keep you posted at all times. 

Want to know more about working at Boundless Life? Check out our story!