Head of Remarkable Experiences

What We Do

Poplin is a peer-to-peer marketplace for laundry serving more than 8,000 cities worldwide.

Customers tap an app, put their laundry outside, and get it back clean, folded, and ready to wear.

But what they really get is time.

Time to be a better parent. Build a business. Care for someone they love. Chase a dream. Or simply sit on the porch and do absolutely nothing.

We're in the laundry business.

But we're really in the business of making people's lives better.

And we're about to take that idea somewhere unexpected.

The Inspiration

At Eleven Madison Park, one of the world's most celebrated restaurants, they did something remarkable.

They hired Dreammakers.

Their job wasn't to serve food. It was to listen, notice, and create moments guests would remember for the rest of their lives.

A couple missed their honeymoon in Hawaii because of wildfires? Bring Hawaii to them.

A family had never seen snow? Surprise them with an opportunity to go sledding.

Not a coupon. Not a loyalty reward. Not a birthday email with confetti animation.

Something extraordinary.

We want to bring that spirit to Poplin.

Why This Role Exists

Nobody expects their laundry company to change their life.

That's the opportunity.

Imagine a Laundry Pro learns that a customer is running her first marathon. She's trained for months, but her family can't make it to the race. So Poplin organizes a surprise cheering section at the finish line, complete with handmade signs, flowers, and a celebration she never saw coming.

Or an elderly couple is celebrating their 50th wedding anniversary. Their Laundry Pro discovers they haven't danced together in years. Poplin arranges a local musician, strings up some lights, and turns their backyard into a dance floor for one unforgettable evening.

Or a customer mentions that her teenage daughter loves painting but has never shown her art publicly. Poplin partners with a neighborhood café to create her first art exhibition. Invitations, framed paintings, friends, family, and an opening night where she's the star.

These aren't promotions.

They're stories waiting to happen.

And the best part? We have something most technology companies don't.

People who actually know our customers.

Our Laundry Pros visit their homes, read their notes, recognize their routines, and sometimes become part of their lives.

They notice things no algorithm ever will.

We want to give those Laundry Pros a way to turn what they notice into something magical.

And we need someone to make the magic happen.

The Role

This isn't a customer service job.

It isn't a loyalty program manager job.

And it definitely isn't a job sending Starbucks gift cards to people on their birthdays.

We're looking for someone with a dangerous imagination and an almost unreasonable determination to make things happen.

Part creative director. Part detective. Part producer. Part concierge. Part magician.

Someone who hears a customer story and immediately starts imagining possibilities.

Someone who knows how to turn $500 into a moment worth $50,000.

Someone who can make five phone calls, find an unlikely partner, persuade a stranger to help, and turn an impossible idea into an unforgettable Tuesday afternoon.

You don't need a big team.

You need ideas, instincts, resourcefulness, and the ability to execute.

Your mission: create extraordinary moments for Poplin customers that inspire genuine word of mouth, generate awareness, and build emotional loyalty.

Make people say, "You will not believe what my laundry company just did."

What You’ll Do

• Find the Spark. Review the data and work with Laundry Pros to uncover the stories, milestones, dreams, challenges, and opportunities hiding inside everyday customer relationships.
• Think Unreasonably Big. Don't ask, "What gift should we send?" Ask, "What would make this person's jaw drop?"
• Make the Impossible Happen. Find the people, partners, places, favors, resources, and unexpected solutions that turn an outrageous idea into reality.
• Stretch Every Dollar. A bigger budget doesn't necessarily produce a better moment. Creativity, ingenuity, and personal relevance are your superpowers.
• Put the LP at the Center. Make our Laundry Pros collaborators in the magic. They spot the opportunities. You help bring them to life.
• Own the Surprise. Concept, planning, budgeting, logistics, coordination, execution. From the first idea to the last detail, the experience is yours.
• Make It Worth Talking About. Create experiences so remarkable that customers naturally want to tell their friends, family, colleagues, and communities.
• Help the Stories Travel. Collaborate with our social media, PR, and filmmaking teams to amplify experiences worth sharing. Tell the stories with the customer's permission and never turn a beautiful gesture into an awkward marketing stunt.
• Follow the Impact. Track what the experiences cost, how far the stories travel, what new customers they attract, and whether they strengthen customer loyalty.
• Invent the Playbook. Build a repeatable system for identifying, evaluating, and executing exceptional opportunities without making the experiences feel formulaic.

Here’s How You’ll Leave Your Mark

• The Dreammaker. You'll create moments people remember for the rest of their lives.
• The Story Hunter. You'll recognize the extraordinary opportunity hiding inside an ordinary conversation.
• The Miracle Worker. You'll make seemingly impossible things happen with ingenuity, persistence, and surprisingly little money.
• The Human Connection. You'll turn the relationship between Laundry Pros and customers into something no competitor can easily replicate.
• The Word-of-Mouth Machine. You'll create stories people can't resist telling. Not because someone asked them to post, but because they genuinely can't believe what happened.
• The Loyalty Builder. You'll give customers another reason to love Poplin that has nothing to do with clean clothes.
• The Category Creator. You'll help establish an entirely new expectation of what a service company can mean in someone's life.

What You’ll Bring to the Table

• An Imagination That Doesn't Behave. Your ideas are surprising, original, sometimes a little ridiculous, and often brilliant.
• Proof You've Made Magic Before. Maybe you produced extraordinary events, created unforgettable guest experiences, surprised people in remarkable ways, or pulled off things everyone said were impossible. Show us.
• People Radar. You genuinely care about people. You notice details. You listen between the lines. You know the difference between a gesture that looks impressive and one that actually matters.
• Resourcefulness on Steroids. You don't default to spending more money. You find a better way. You negotiate, persuade, barter, improvise, and figure things out.
• Producer DNA. You can turn a wild idea into a plan, a budget, a timeline, and a flawless execution.
• Taste and Judgment. You know when something feels personal and authentic, and when it feels performative, intrusive, or cheesy.
• Story Instinct. You understand what makes people care, what makes a moment memorable, and what makes a story worth sharing.
• Scrappiness. You don't need six approvals, a committee, and a PowerPoint presentation. Give you a budget and a mission, and things start happening.
• Owner Energy. You don't just generate ideas. You bring them to life, own the results, and learn from every experience.
• A Little Obsession. You watch videos of extraordinary surprises and immediately start thinking about how you could have made them even better.

We care much more about what you've done, what you can imagine, and what you can make happen than about your degree, job titles, or years of experience.

Why You’ll Love Working with Us

• Your Job Is to Make People Happy. Not in some vague corporate-mission-statement way. Literally. You get to create moments that make people's lives better.
• The Raw Material Is Everywhere. Hundreds of thousands of Laundry Pros and nearly a million customers. Behind those numbers are real people, real dreams, real struggles, and extraordinary opportunities.
• You'll Have Creative Freedom. We don't want to hand you a catalog of approved gifts. We want you to surprise us, too.
• You Get to Build Something New. There's no existing department to inherit or tired playbook to follow. You'll help invent what this becomes.
• Your Work Will Be Seen. The best experiences will become stories that travel through families, communities, social media, and potentially national media.
• The Impact Is Personal. Somewhere, someone will remember a day you created for the rest of their life. How many jobs can offer that?

Compensation

Competitive compensation based on experience.

Location

Remote.

Contact

We're not asking for a cover letter explaining why you're passionate about customer experience.

Tell us about the most extraordinary thing you've ever made happen for another person.

Something surprising. Something difficult. Something people said couldn't be done.

What was the idea? How did you pull it off? What happened?

And tell us what you'd dream up with a $1,000 budget, a nationwide network of Laundry Pros, and permission to be unreasonable.

Send your story, resume (if you have one), and anything else that demonstrates your particular brand of magic to mort.fertel@poplin.co

Ordinary people. Extraordinary moments. Your job is to make them happen.