Sobre

Operations Manager – Short-Term Rental Management Company Schedule: Monday–Friday (core hours 9 AM–5 PM) On-Call: Evenings + Weekends for urgent escalations Location: Remote (must be able to operate within Pacific/Georgia-compatible hours) Pay: $2500/mo to start. Role Overview The Operations Manager is the backbone of the company’s day-to-day operations. You will oversee guest communications, cleaning, maintenance, property performance, and owner relations while also leading the team, building systems, and driving KPIs. This is not a standard 9–5 job—flexibility, responsiveness, and ownership are required. You will be responsible for running a tight operational machine, stepping in personally when issues escalate, and ensuring our properties deliver a consistently exceptional guest experience. Core Responsibilities 1. KPI Ownership & Operational Excellence Own and maintain all operational KPIs (cleaning quality, response times, guest satisfaction, maintenance performance, owner satisfaction). Run weekly KPI reporting and analysis to leadership. Resolve performance gaps with targeted action plans. 2. Team Leadership, Training & Accountability Undergo in-depth training on the company’s systems, homes, procedures, and standards. Conduct ongoing training for communications staff, cleaners, maintenance techs, and VAs. Maintain accountability for team performance and SOP adherence. Step in to cover roles if a team member is sick or on vacation. 3. SOP Creation & Process Optimization Build and maintain SOPs across all operational functions: Guest communications Turnovers and cleaning standards Maintenance workflows Escalation handling Vendor management Owner reporting Preventative maintenance Continuously refine processes to improve consistency, reduce errors, and increase efficiency. 4. Task Delegation & Project Management Delegate tasks daily across the operations, communications, cleaning, and maintenance teams. Manage multi-step operational projects end-to-end. Ensure timelines, deliverables, and responsibilities are clearly defined and completed. 5. Property Onboarding (New Houses) You will own the onboarding of every new property, including: Creating and documenting the entire onboarding workflow and SOPs. Coordinating photography, cleaning setups, deep cleans, and inventory. Setting up all systems: Hospitable, Breezeway, PriceLabs, TouchStay, lock systems, cameras, sensors, etc. Ensuring each home is fully documented (home guide, maintenance notes, owner details, vendor preferences, emergency info). Identifying gaps in setup and ensuring the home is guest-ready before launch. Communicating professionally with owners during onboarding, updating them proactively on progress. 6. Owner Relationship Management Serve as the main point of contact for property owners during onboarding and ongoing operations. Draft clear, professional written communications and reports. Conduct update calls as needed. Maintain strong, trust-based relationships with owners through excellent written and verbal communication. 7. Escalation Handling & Crisis Management Personally call difficult guests when needed. Resolve urgent after-hours or weekend issues (lockouts, power outages, noise complaints, emergency maintenance). Coordinate vendors quickly and efficiently for same-day issues. 8. After-Hours & Weekend On-Call Be available to respond to escalations outside standard work hours on a rotating or as-needed basis. Ensure owners and team members receive timely support when issues arise. Qualifications 3–5+ years in operations, hospitality, hotel management, or STR management. Impeccable English—writing, speaking, and professionalism. Proven leadership experience managing people and delegating work. Strong systems thinker; able to build processes from scratch. Familiarity with STR tools (Airbnb, Vrbo, Hospitable, Breezeway, PriceLabs, TouchStay, etc.). Ability to handle pressure and diffuse escalations with calm professionalism. Flexible schedule and willingness to step into any role when needed. Success Metrics Your performance will be measured by: KPI improvement (cleaning quality, response times, maintenance issues, owner satisfaction). Smooth, error-free property onboardings. Reliable delegation and team performance. SOP coverage across all functions. Zero escalations dropped or unresolved. Strong owner relationships and positive owner feedback. Ability to independently run day-to-day operations without constant oversight. Please put 2025!23 in the subject line when applying