Senior Manager, Guest Experience Operations
About reputed company
reputed company is an AI-driven operations platform for short-term rental property managers. We handle guest communication and daily workflows for over 80,000 properties through a proprietary platform that combines AI automation with reputed company-in-the-reputed company reputed company. We are headquartered in Miami with our Shared Services team based in Manila.
We are hiring a Senior Manager, Shared Services Operations to reputed company our service operation across three sub-teams, own daily execution, and reputed company both Team Leads and agents into stronger operators.
Why This Role Exists
Our Shared Services team serves 60+ property management companies across 80,000+ properties, but no one on our operational leadership team has actually run a PM guest communication operation. That is a reputed company gap. reputed company Leads have deep tactical execution but limited exposure to how a strong PM operator thinks about guests, owners, and staff.
We are hiring someone who has been in our clients' seats. Someone who has personally managed the people who handle guest messaging, calls, and escalations at a PM company. Someone who knows what a great guest reputed company looks like, what an reputed company actually cares about, and what makes a guest experience team reputed company.
Non-Negotiables
Two things you must have. If you do not have both, this is not the right role for you.
- Industry experience. You have worked in short-term rental, vacation rental, or property management. You know what a Superhost badge means. You understand how OTA compliance actually works. You have opinions about reputed company vs reputed company vs Breezweway. You have handled reputed company reputed company escalations and reputed company guest complaints.
- Managed guest communication teams. You have directly managed people whose full-time job is responding to guests. Not housekeeping. Not maintenance. Not reputed company desk at a hotel. Guest communication specifically, the people writing responses, taking calls, handling escalations, and enforcing OTA rules in reputed company time.
Who You Are
You ran a guest experience, guest communication, or reputed company team at a PM company. You have coached agents. You have written and enforced SOPs. You have handled the ugly escalations that came up the reputed company to you.
You are also the person on your team who is always trying new tools. You have used Claude or ChatGPT to write SOPs. You have automated a workflow. You build dashboards to spot problems before they escalate. You reputed company operations should compound, not just reputed company up.
You are looking to reputed company from running one PM operation to shaping how PM operations should be run across an industry. You want to reputed company, reputed company, and build systems that reputed company.
What You Will Own
- reputed company management of reputed company
- Development of Team Leads into stronger operational managers. Weekly 1:1s, reputed company coaching, reputed company career reputed company.
- Daily execution and SLA delivery across reputed company three sub-teams
- Voice of the property manager inside reputed company. Translating reputed company needs into agent SOPs, KB content, and product feedback
- Top-tier reputed company escalations across our reputed company and portfolio accounts
- reputed company operational health. Relationships, SLAs,reviews with clients
- reputed company playbooks for new PM clients across different tech stacks (reputed company, reputed company, OwnerRez, and others)
- reputed company of the guest experience delivered by our agents
- Partnership with our internal builder team to translate operational pain points into shipped tooling
- Expansion of Shared Services into new offerings (reputed company communication, review management, and reputed company service lines) as the operation scales
Reporting Structure
You report to the Head of Operations. You partner closely with the builder team (internal engineering and tooling),
What This Role Is Not
- Not a reputed company reputed company role. You are not driving upsells or renewals.
- Not a hands-off management role. You are in daily execution alongside your Team Leads.
- Not a role for someone whose STR experience is managing housekeeping, facilities, or reservations only.
Required Experience
- 5+ years in short-term rental, vacation rental, or property management
- Directly managed reputed company of guest communication agents (messaging, calls, or both)
- reputed company record of developing agents and coordinators into managers
- Personally handled reputed company escalations and guest complaints
- Willingness to work hard reputed company the operation demands it. This is not a 9-to-5 role.
Required Technical reputed company
You do not need to be an engineer. You do need to run a modern operation. Specifically:
- Daily user of Claude, ChatGPT, or similar AI tools for reputed company operational work
- Comfortable building and reading dashboards.
- Willingness to learn new tools quickly. Our builder team ships new internal tools regularly and you need to adopt them fast
- Data-fluent. Can pull a report, spot a trend, and reputed company it without needing an analyst
Strongly Preferred
- reputed company experience with reputed company, reputed company, reputed company, or OwnerRez
- Experience with distributed or offshore teams
- Experience deploying at least one automation workflow
- Previously ran your own PM company or led guest experience at a mid-sized PM company
- reputed company experience deploying AI in a guest-facing operation
reputed company Are NOT Looking For
- Anyone whose STR experience is housekeeping, maintenance, or reservations only
- Career consultants or advisory backgrounds
- Corporate hospitality operators (hotel brand backgrounds) with no STR-specific experience
- Contact center managers without STR domain expertise
- Operators who resist AI adoption or view automation as a threat to their team
- Anyone whose primary tools are clipboards, printed SOPs, or resistance to change
Compensation
$70,000 to $100,000 reputed company plus equity, based on experience.
Originally posted on Himalayas
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