Owner Success Manager

About The Company

VueStay Vacations by Casago hosts premier stays across top vacation destinations in the United States. With local experts in every market and the backing of a trusted national network, we provide a seamless, well-supported experience so guests can book with confidence and enjoy more relaxing trips! We partner with homeowners to oversee everything from guest experience and on-the-ground property care, while maximizing our homes' performance and providing owners peace of mind.

We expertly manage over 4500 homes across 8 states, offering a variety of "Vues" for our guests' stay. When you join VueStay Vacations, you're not just taking a job—you're becoming part of a company that values your contributions, invests in your growth, and gives you the opportunity to make a real impact on the homeowners and guests we serve every day.

About This Job

At VueStay Vacations, every homeowner deserves a partner who listens, follows through, and makes owning a vacation rental feel easy. The Owner Success Manager leads the team that makes that happen, guiding the Owner Success Leads and their Coordinator teams as they support our homeowners by phone, email, and every channel in between. Success is measured by the quality and consistency of the support our owners receive and by how many owners choose to stay with us year after year. Key measures include [owner satisfaction, response and resolution times, quality audit scores, and owner retention].

This is a hands-on leadership role. You will set the standard for how we care for owners across every market, bring our teams together around one consistent way of working, and coach the Leads who guide our Coordinators each day. You will also stay close to the work itself, taking calls and emails in our queues, stepping in on escalated owner concerns, and making sure what you hear from owners shapes how we improve.

This role reports to the VP of Operations, directly supervises the Owner Success Leads, and attends company leadership meetings as well as market-level meetings alongside the Leads. You will have a meaningful voice in how VueStay serves its homeowners as we continue to grow.

Compensation

$70,000 per year

Essential Job Functions

• Lead, coach, and develop the Owner Success Leads through regular one-on-one meetings, mentoring, performance management, and annual evaluations, building their ability to lead their own teams.
• Oversee the Owner Success Coordinator teams through the Leads, ensuring consistent standards, workflows, and quality of support across all teams and markets.
• Set clear department goals, performance metrics, and expectations, track results, and hold Leads accountable for team performance.
• Actively work the call and email queues alongside the team, staying hands-on with owner needs, systems, and workflows.
• Serve as the escalation point for complex or sensitive homeowner concerns, resolving them with care and sound judgment to protect owner relationships and retention.
• Audit the team's work for quality of support, accuracy of information provided to owners, and delivery tone, and use what you learn to guide coaching and training.
• Oversee team schedules and staffing across our multi-channel in- and outbound contact center, ensuring coverage during peak seasons, weekends, and holidays.
• Monitor and analyze trends in contact volume, workload, owner feedback, and performance, and share findings and recommendations with the VP of Operations.
• Attend company leadership meetings, representing Owner Success, its results, and its needs.
• Participate in market-level meetings with the Owner Success Leads, partnering with local operations teams to address owner concerns and align on priorities.
• Identify areas for improvement and lead process enhancements, standard operating procedures, and training that drive efficiency and quality outcomes.
• Build strong working relationships and open communication with internal teams, including Local Operations, Housekeeping, Maintenance, Revenue, Accounting, and HR.
• Partner with HR on corrective action and disciplinary matters, including informal and formal write-ups and corrective action plans.
• Lead hiring for the department, including interviewing, selection, and onboarding of Leads and Coordinators, in compliance with company policies and employment regulations.
• Foster a collaborative, engaged team culture that promotes open communication, innovation, and accountability, and address conflicts constructively and in a timely manner.
• Other duties as assigned because every day is different in hospitality!

Skills + Qualifications

• 3+ years in a direct supervisory or management role, preferably in a customer service or contact center environment.
• Experience leading leads, supervisors, or multiple teams is strongly preferred.
• 5+ years of customer service or call center experience, including handling escalated customer or client concerns.
• Experience in hospitality, vacation rental, property management, or a similar industry is highly preferred.
• Proven ability to lead, mentor, and develop a high-performing team, while staying hands-on in the work.
• Experience managing performance and conducting corrective action with fairness and consistency.
• Experience using performance metrics, workload data, and quality audits to manage a team and make staffing decisions.
• Strong writing and a warm, clear way of communicating, whether you are speaking with an owner who has a concern or sharing results with leadership.
• Ability to multi-task, prioritize, and stay organized in a fast-paced environment where priorities shift as we learn.
• Ability to embrace and lead change across multiple teams, and to solve problems with limited direction.
• Tech-savvy and comfortable with a variety of digital systems, software platforms, and mobile apps.
• Dependable, self-motivated, and able to work independently while contributing positively to a collaborative team.

Workplace Environment + Expectations

• Fully remote work environment with a reliable internet connection.
• Reliable transportation required.
• Monday through Friday core schedule, with flexibility for early mornings, evenings, weekends, and holidays to support our busiest owner seasons.
• Close partnership with the Owner Success Leads, our local teams, and leadership across several time zones.
• Some travel is required for leadership events

Physical DemandsAbility to move freely (standing, stooping, walking, bending, pushing, pulling, and repetitive hand/finger motions) and lift up to a maximum of twenty-five (25) pounds without assistance.Equal Employment OpportunityVueStay Vacations is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by federal, state, or local law. If you need a reasonable accommodation during the application or interview process, please contact Human Resources at hr@vuestay.com.Special NoteThis job description does not identify every requirement of the position. Casago may change position requirements, responsibilities, and work environment at any time with or without notice.