Cluster Manager

JD - Associate Manager Operations (Internally this role is mapped as Associate Manager - Operations)

Zolo | Student Living

Own property performance. Protect student experience. Enforce operational discipline.

Why this role exists

Student Living is expanding across cities and campuses.

As we scale properties, operational complexity increases more students, more parents, more admissions cycles, more moving parts.

Warmth alone cannot manage scale.

Personality alone cannot drive retention.

Structure, occupancy discipline, cost control, and escalation maturity must grow with expansion.

This role exists to ensure multiple properties operate predictably, maintain high occupancy, protect margins, and deliver consistent student experience.

Your mandate is clear:

• Ensure operational system discipline across assigned properties
• Maintain stable occupancy and renewal performance
• Protect cost efficiency without compromising student experience
• Reduce repeat escalations through structured correction
• Build capable, accountable Resident Managers

This is not a firefighting role. It is a structure-building role.

About Zolo Student Living

Finding dependable accommodation has historically been fragmented and inconsistent.

People settled for compromises because the system offered few trustworthy options.

Zolo reimagined living and hospitality as a connected journey.

Zolo Coliving simplifies urban living and student living creates safe, structured environments where students can focus and grow.

Z Vacations enables meaningful travel experiences.

Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

What you will be responsible for:-

Drive Operational System Discipline

• Conduct structured property audits
• Ensure SOP adherence across properties
• Standardize operational handoffs
• Identify recurring breakdown patterns
• Implement permanent corrective systems
• Enforce documentation discipline

Protect Student Experience & Retention

• Track complaint patterns across properties
• Monitor renewal percentages
• Review Google ratings consistently
• Coach Resident Managers on student handling
• Identify high-risk dissatisfaction cases early
• Strengthen engagement consistency

Govern Occupancy & Intake Planning

• Track occupancy daily across properties
• Coordinate closely with inside sales
• Flag inventory risks early
• Plan readiness for peak admission cycles
• Minimize empty bed days
• Maintain predictable semester transitions

Ensure Cost Control & Vendor Discipline

• Monitor monthly expense trends
• Control utility and consumable wastage
• Review vendor performance
• Drive preventive maintenance planning
• Flag cost leakages early
• Balance margin with service quality

Build People Leadership & Accountability

• Conduct structured RM review meetings
• Give clear performance feedback
• Handle underperformance early
• Develop second-line leaders
• Set clear behavioural expectations
• Maintain professional property culture

Stabilize Escalations & Manage Risk

• Intervene in serious safety or conflict cases
• Communicate clearly with HO
• Maintain incident documentation
• Ensure corrective action closure
• Protect brand reputation during breakdowns

What success looks like after 12 months

• Properties operate predictably with reduced firefighting
• Renewal percentage improves semester-on-semester
• Occupancy remains stable across academic cycles
• Repeat complaint frequency reduces
• Cost variances controlled within budget
• Resident Managers operate independently with reduced escalation
• Parent trust and student satisfaction remain strong

Performance feels structured not reactive.

Who this role is for

You will likely thrive here if:

• You think in systems, not quick fixes
• You are comfortable handling multiple properties
• You balance warmth with discipline
• You are commercially aware
• You can have tough performance conversations
• You stay calm during escalations

Experience we value

• 34 years in operations-facing roles
• Experience managing teams or properties preferred
• Exposure to student housing, hospitality, retail, or service operations helpful
• Comfort working with occupancy, cost, and performance data
• Strong documentation and reporting discipline

Hospitality background is welcome but not mandatory.

Operational maturity matters more than industry label.

The impact you will have

You will directly influence occupancy stability and renewal performance.

You will strengthen structure across properties.

And you will ensure student living scales with discipline not chaos.

Why join now

Student Living is entering a growth phase.

As we scale, the difference between volatility and stability will be operational leadership.

If you want to build systems, strengthen teams, and shape multi-property performance this is the right moment.