Operations Lead

ABOUT THE ROLE Our client is a fast-growing hospitality company dedicated to delivering exceptional guest experiences while building scalable operational systems that support long-term growth. Managing a rapidly expanding portfolio of short-term rental properties across North America, the company is looking for an Operations Manager who will play a critical role in strengthening day-to-day operations, improving processes, and ensuring every property consistently meets five-star hospitality standards. This role is ideal for someone who thrives in fast-paced environments, enjoys solving operational challenges, and is excited about growing into a leadership position. You'll serve as the operational bridge between the founders, guest experience team, vendors, and property operations while helping build the systems and processes that will support the company's next stage of expansion. RESPONSIBILITIES Operations & Property Management: Lead end-to-end onboarding of new properties, ensuring every launch is completed on time and according to company standards. Coordinate property setup, staging, inspections, and readiness before properties go live. Perform ongoing quality control reviews to maintain consistent operational excellence across all active properties. Manage urgent operational issues, maintenance escalations, and other time-sensitive situations requiring sound judgment. Vendor & Team Coordination: Serve as the primary liaison between the guest experience team and company leadership. Coordinate and hold cleaning, maintenance, and service vendors accountable for quality, responsiveness, and company standards. Support the day-to-day oversight of the Guest Experience team, with opportunities to grow into direct people management responsibilities. Handle operational situations that require management-level decision making beyond the frontline team's authority. Process Improvement & Documentation: Develop, document, and continuously improve Standard Operating Procedures (SOPs). Identify operational bottlenecks and implement new systems, tools, automations, and workflows that improve efficiency. Create scalable operational processes that support rapid company growth. Operations Leadership: Help build structure within a fast-scaling organization by proactively identifying areas for improvement. Participate in recruiting, onboarding, and training future operations and guest experience team members. Occasionally remain available for genuine after-hours operational emergencies when necessary. Support additional operational initiatives that contribute to company growth and client satisfaction. ABOUT YOU 3-5 years of experience in operations, hospitality, property management, project management, or another fast-paced coordination role. Exceptional organizational skills with outstanding attention to detail. Strong written and verbal English communication skills. Experience coordinating vendors, contractors, or cross-functional teams while maintaining accountability. Strong proficiency with Google Workspace, Microsoft Excel (including Pivot Tables), Slack, and Gmail. Experience creating documentation, SOPs, and repeatable operational processes. Ability to prioritize multiple projects while maintaining high-quality execution. Reliable high-speed internet and a professional remote work environment with a backup plan for connectivity issues. NICE TO HAVE Experience within the short-term rental, vacation rental, or property management industry. Familiarity with property management systems such as Hospitable, Guesty, Lodgify, or similar platforms. Conversational Spanish. Previous leadership or people management experience. Experience hosting or co-hosting Airbnb or VRBO properties. Degree in Hospitality, Tourism, Business Administration, or a related field. WHY YOU’LL LOVE IT Join a rapidly growing hospitality company with ambitious expansion plans. Build operational systems that will directly shape the future of the business. Enjoy significant opportunities for career growth into operations management and team leadership. Earn quarterly performance bonuses tied to company success. Work remotely with a collaborative and supportive leadership team. Receive a $250 equipment stipend after your first 90 days. Enjoy 12 days of paid time off plus structured onboarding designed to set you up for success.