Role Description We are seeking a highly motivated and customer-focused Client Experience Manager to join our Blueground for Business (VIP) Client Experience Team. This role is ideal for a hospitality-minded professional who thrives in a fast-paced environment and is passionate about delivering exceptional experiences to high-value guests and corporate clients. The Client Experience Manager will serve as a key leader within the VIP Client Experience organization, balancing people leadership, account management, and escalated guest support. While the team’s coordinators manage the majority of day-to-day guest interactions, this role is responsible for leading the response to complex, sensitive, and high-priority situations that require immediate action and strategic decision-making. The ideal candidate will possess strong communication, problem-solving, prioritization, and relationship-building skills, coupled with the ability to navigate ambiguity with confidence and empathy. This position requires close collaboration with cross-functional partners and a commitment to delivering best-in-class service to Blueground’s most important guests and clients. Qualifications - 3+ years of experience in customer service, hospitality, guest relations, client success, account management, or a related field. - 3+ years of people management experience leading a team of five or more direct reports. BPO experience is a plus. - Demonstrated success handling complex customer issues that require cross-functional collaboration and multiple touchpoints to resolve. - Strong ability to prioritize competing demands in a fast-paced environment. - Exceptional written and verbal communication skills with a proven ability to communicate concisely, professionally, and empathetically. - Experience managing escalations and delivering service recovery solutions. Requirements - Build and maintain strong relationships with key corporate account stakeholders. - Serve as the primary point of contact for designated strategic accounts. - Lead Quarterly Business Reviews (QBRs) with top-tier clients. - Facilitate recurring service calls and business reviews with key accounts. - Identify opportunities to strengthen partnerships and enhance the client experience. - Manage escalated guest and client concerns with urgency and professionalism. - Drive resolution of complex issues by partnering with internal teams and external stakeholders. - Provide proactive communication and status updates throughout the resolution process. - Deliver white-glove service to VIP guests and high-value corporate clients. - Exercise sound judgment and decision-making in ambiguous or sensitive situations. - Partner with Operations, Sales, Supply, Product, and external building partners to resolve guest concerns efficiently. - Continuously learn and adapt to evolving client requirements, contractual obligations, and service expectations. - Contribute to process improvements that enhance both the guest and client experience. - Support the development and implementation of scalable solutions for VIP account management. Benefits - Competitive salary and annual performance bonus ($85,000 - $100,000 w/up to 15% Annual Bonus) - Flexible PTO - Cigna Healthcare (Medical, Dental, Vision) - 401k retirement plan - Paid maternity/parental leave benefits for new parents - Equipment provided by Blueground - Complimentary accommodation in Blueground locations. Company Description At Blueground, we believe that when your base is reliable, the world opens up. That’s why we’re building the world’s leading platform for living. Every year, 350 million people move between cities—yet today’s housing options haven’t caught up with the needs of this modern, mobile generation. Blueground was built to change that. With 40,000+ homes across the globe, available for stays from a few days to a year or more, we’re just getting started. We’re on an exponential growth path to redefine living and create an entirely new category. Our edge? Powerful proprietary tech, operational excellence, and a team that executes with speed and discipline. Our culture is grounded in five principles: - Guests First – Every decision starts with their experience. - Move Fast – We value speed, momentum, and action. - Dive In – The magic is always in the details, and we go deep. - Embrace Change – Change isn’t a disruption; it’s how we grow. - Keep It Honest – Transparency accelerates progress—and strengthens relationships.

• Provide expert oversight and decision-making on superannuation claims, ensuring fair, consistent and compliant outcomes for members while supporting the Trustee's obligations. • Manage complex and disputed claims, challenge insurer and administrator decisions where required, and provide recommendations to governance forums. • Monitor service provider performance, prepare claims reporting and insights, identify emerging risks and opportunities, and contribute to continuous improvement initiatives. • Provide guidance across the business on claims-related matters while helping drive best-practice claims management and strong member outcomes.

• You enjoy solving complex problems, influencing stakeholders and driving outcomes. • You thrive in a fast-paced environment, have a strong eye for detail and can confidently manage multiple priorities at once. • You find superannuation opaque and frustrating, if you had the chance to revolutionise the industry to be better for people, you would • You love sharing your ideas and seeing what happens. At this scale-up, you're not just a small fish in a big pond. Your contributions have a direct influence on our impact and how we work • You like to be kept on your toes - change is inevitable here. You like to tackle new challenges, and maybe even discover talents you never knew you had.

• Lead continuous monitoring of live dealer games, table operations, and devices. • Develop and implement protocols and advanced fraud detection systems to identify irregular gameplay or suspicious activity. • Ensure full compliance with all regulations and internal controls. • Establish KPIs and risk thresholds for actionable alerts. • Direct investigations into dealer misconduct, player collusion, device manipulation, or system compromise. • Analyze gameplay logs, video, wagering data, and device telemetry to build case files. • Collaborate with Security, Compliance, and Technical teams for efficient resolution. • Prepare detailed incident reports for management and regulators. • Oversee surveillance and analytical tools for game outcome and equipment integrity. • Implement rigorous security for gaming equipment (RNGs, shufflers, cameras) against compromise. • Ensure secure device configurations and maintain strict chain-of-custody protocols. • Recruit, train, mentor, and manage the Game Integrity Analyst team. • Conduct ongoing training on fraud detection and investigative best practices. • Manage all required documentation and reporting for regulators. • Assist with regulatory and internal audits. • Use data analytics to proactively identify and strengthen fraud detection.