Cluster Manager – Operations (Co-Living & Hospitality)
Location: Bengaluru / Multi-City Clusters
Apply at: [Confidential Information]
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
