Cluster Manager – Operations (Co-Living & Hospitality)

Location: Bengaluru / Multi-City Clusters

Apply at: [HIDDEN TEXT]

About UniLiv

UniLiv is one of India's fastest-growing co-living platforms, building a new category of tech-enabled, hospitality-led living experiences for students and young professionals.

We don't just manage properties — we build high-performance living ecosystems where operations, experience, and community come together to drive retention, satisfaction, and scalable growth.

Role Overview

As a Cluster Manager – Operations, you will be the business owner for a cluster of properties — responsible for ensuring operational excellence, financial performance, and a consistently premium resident experience.

This is not just an operations role.

This is a P&L + people + experience leadership role.

You will lead from the front — driving discipline, building strong on-ground teams, and ensuring UniLiv standards are executed flawlessly across every property in your cluster.

Key Responsibilities

1. Cluster Ownership

Own end-to-end operations across 4–6 properties (800–1,500 beds approx.)
Drive occupancy, collections, and retention metrics at cluster level
Ensure each property operates as a high-performing unit

2. Team Leadership & Culture

Lead and manage Unit Leads, housekeeping, and facilities teams
Build a disciplined, hospitality-first culture on ground
Train teams on SOPs, service standards, and escalation handling
Ensure strong accountability and performance tracking

3. Resident Experience Excellence

Ensure high NPS/CSAT through consistent service delivery
Act as the final escalation point for complex resident concerns
Work closely with the Central CX team to close feedback loops
Drive community engagement and experience-led retention

4. Operational Discipline & SOP Adherence

Ensure strict adherence to:
SOPs
Hygiene standards
Safety protocols
Statutory compliance
Conduct regular audits and surprise checks across properties

5. Financial & Cost Management

Drive cost optimization without compromising experience
Manage vendor performance, contracts, and SLAs
Monitor budget adherence and operational efficiency metrics

6. Cross-Functional Execution

Collaborate with:
CX Team resident journeys & feedback systems
Finance Team collections, expenses, reporting
Projects Team handovers, capex, improvements
Ensure seamless coordination between central and on-ground teams

7. Reporting & Governance

Maintain strong reporting hygiene:
Weekly reviews
Monthly cluster performance reports
Track key metrics:
Occupancy
Collections
Complaint TAT
Resident satisfaction
Cost per bed

Who Should Apply

5–8 years of experience in:
Hospitality / Hotels
Co-living / Student Housing
Facility / Property Management
Strong capability in:
Multi-site operations management
Team leadership & people development
Vendor & cost management
Problem-solving in high-pressure environments
Proven ability to:
Handle scale + complexity simultaneously
Maintain process discipline while moving fast
Deliver consistent experience across multiple locations

What We're Looking For

Owners, not operators
People who can run a cluster like a business
High accountability, high urgency, high ownership mindset
Ability to bring structure in chaos and scale systems on ground

Why Join UniLiv

Be part of a high-growth, category-defining company
Work directly with leadership and decision-makers
Build and scale real operational systems across cities
Opportunity to grow into City Head / Regional Leadership roles