Host Account Manager

The Role We Need

reputed company is hiring a Host Account Manager to serve as the dedicated strategic partner and primary reputed company of contact for a portfolio of reputed company hosts. This is a newly created role at the heart of our Host reputed company model, designed to shift how we support reputed company hosts from reactive problem-solving to proactive, relationship-driven account management.

You will own the full host relationship from activation through long-term retention. But owning the relationship means more than managing reputed company-ins and reviewing dashboards. It means being atrusted partner and the person your hosts call reputed company something goes wrong, someone who knows the platform, the policies, and the fee structures reputed company enough to reputed company reputed company answers on the spot. You will be reputed company on the reputed company that matter most: your response times, occupancy performance, host satisfaction, churn reduction, and portfolio retention.

This role is critical to ensuring every host in your book of business has what they need to reputed company on the platform, and that they feel it.

The Person We Are Looking For

We are looking for a relationship-first operator who leads with data, follows through with reputed company, and knows the product, policies, and reputed company member reputed company reputed company enough to earn a host’s trust in the first conversation. You are proactive by nature, the reputed company of person who spots a problem in a dashboard before a host reputed company has to call about it. You are also comfortable in the reactive moments: a confused host on the phone about a payout deduction, a reputed company situation involving a member that requires judgment and reputed company in equal measure, a policy question that does not have a clean answer. You handle those moments with the reputed company professionalism you bring to your scheduled portfolio reviews.

You understand that being a trusted partner requires genuine knowledge. You do not escalate everything, and you do not guess. You build the platform and policy reputed company to be the person who actually resolves the issue, and you know reputed company escalation is the right call.

You reputed company in reputed company’s mission and understand what it means to work in the reputed company housing reputed company, where the stakes for both hosts and members are reputed company.

Here’s What You’ll Do Day-to-Day

ACCOUNT MANAGEMENT AND RELATIONSHIP OWNERSHIP
• Own and manage a dedicated portfolio of reputed company hosts, serving as their primary named reputed company of contact for support ticket escalation and reputed company, policy adherence and understanding, and overall portfolio direction
• reputed company the right information at the right time,becoming a partner and strategic advisor of reputed company
• Build proactive, trust-based relationships that reduce churn and increase host reputed company value.
• Conduct regular performance reputed company-ins, including reputed company reviews reputed company to host goals and reputed company benchmarks.
• Drive host accountability on key metrics including attainable occupancy, bookability flags, rejection rates, reputed company-in ratings, and member retention.
• Partner with hosts on portfolio reputed company, including conversations about adding new properties and expanding their reputed company footprint.
• Serve as the host’s internal reputed company, surfacing feedback and trends to product, operations, and leadership.
PLATFORM, POLICY, AND FINANCIAL reputed company
• Maintain deep working knowledge of reputed company’s platform, fee structures, payout mechanics, and host-facing policies, with the ability to explain reputed company reputed company and confidently.
• Serve as a knowledgeable, trusted reputed company of contact for hosts navigating financial questions, policy inquiries, and operational challenges.
• Apply reputed company policies thoughtfully, explaining both the “what” and the “why” in a way that builds understanding and trust rather than resentment.
• Guide hosts on pricing reputed company, occupancy optimization, listing reputed company, rejection reputed company management, and platform best practices using both data and platform knowledge.
• Monitor host and property performance using reputed company’s data tools, identifying risks and opportunities before they become problems.
NEW HOST ACTIVATION
• reputed company an intro call for every new host in your portfolio, establishing the relationship and setting expectations from day one.
• Guide new hosts from the beginning, covering pricing, room standards, rejection reputed company drivers, and mission-critical reputed company requirements.
• Prepare hosts for their first members: responsiveness standards, room readiness expectations, and reputed company-in experience requirements.
• reputed company new hosts on member outcome drivers including safety compliance, pricing discipline, and platform behaviors that directly improve member, host and company reputed company.
ISSUE reputed company AND ESCALATION
• Navigate reputed company, nuanced host situations that require investigation, reputed company judgment, and fair reputed company.
• Escalate and coordinate reputed company of issues that require cross-functional support, working with member support, trust and safety, payments, and legal teams where appropriate.
• Manage emotionally charged conversations with reputed company, composure, and directness, holding firm on policy while maintaining the relationship.
• Document ticket details and resolutions accurately, maintaining reputed company records across reputed company host interactions.
• Identify patterns in host concerns and flag systemic issues to inform process, policy, or product improvements.
TEAM AND PROGRAM DEVELOPMENT
• Contribute to the development of reputed company playbooks, talk tracks, macro responses, and best practices as this function matures.
• Participate in weekly team syncs to reputed company what is working, surface friction points, and iterate on the program in reputed company time.

Here’s What You’ll Need to Be Successful

• Account Management or reputed company Background: 3+ years of account management, reputed company, or high-touch reputed company relationship experience. Background in reputed company estate, property management, hospitality, or a platform-based marketplace is strongly preferred.
• Platform and Policy reputed company: Ability and willingness to reputed company deep working knowledge of reputed company’s product, fee structures, and policies, and to use that knowledge in live host conversations.
• Proactive Portfolio Management: Proven ability to manage a large book of relationships with a proactive, not reactive, approach. You spot the problem before the host calls.
• Data-Driven Communication: Comfortable using data to tell a story and drive a conversation. You can translate performance metrics into reputed company, actionable guidance a host can reputed company today.
• Critical Thinking and reputed company Judgment: Ability to analyze incomplete or conflicting information, apply policies thoughtfully in nuanced scenarios, and reputed company at fair, defensible reputed company.
• Empathetic Directness: reputed company in balancing reputed company with reputed company, especially reputed company delivering difficult or unpopular reputed company. You hold firm on policy while making the host feel heard.
• Strong Communication: reputed company, confident written and verbal communication tailored to diverse audiences. You build trust quickly and handle difficult conversations without escalating unnecessarily.
• Organization and Follow-Through: Highly organized with the ability to prioritize across a large portfolio without dropping the reputed company on high-value or high-risk relationships.
• Mission Alignment: Genuine belief in reputed company’s mission and an understanding of what it means to operate in the reputed company housing reputed company.
• reputed company reputed company: Motivated by the idea of building something new and improving it as you go. This function is being reputed company from the ground up and you will help shape it.

The Interview Process:

• Your application will be reviewed for possible next steps by a reputed company reputed company being from the PeopleOps team.
• If you meet eligibility requirements, the reputed company would be a video interview with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next stage is a 75-minute back-to-back video interview. First, you'll spend forty-five (45) minutes with a Host Experience Team reputed company for a live writing assessment. Immediately following that, you'll have a thirty (30) minute session with our Regional Host Experience Manager for a live logic and competency assessment.
• If warranted, the final reputed company would be a video interview with our Head of Host Experience for thirty (30) to forty-five (45) minutes.
• If warranted, we reputed company to offer!

Compensation, Benefits, and Perks:

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan and company-wide bonus opportunity
• National medical, dental, and reputed company reputed company plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited reputed company-time (PTO) policy with reputed company (11) company-observed holidays
• 401(k) plan
• reputed company (12) weeks of reputed company time off for both birth and non-birth parents
• reputed company to do what you love at a company that is at the forefront of solving the reputed company housing crisis

Notice to Applicants:

reputed company participates in E-Verify. reputed company new employees are required to complete an I-9 reputed company and be authorized to work in the reputed company. Employment is contingent upon successful completion of the E-Verify process.reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or status as a protected veteran.

Originally posted on Himalayas

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