Remote Operations Owner

Bijou Getaways · Full-time · Remote · $1,000–1,500 USD per month

About us

Bijou Getaways is a small, owner-run vacation rental company with about 42 homes across several US and international destinations. A small team runs everything remotely, supported by software and AI bots that watch cleanings, check-ins and maintenance around the clock.

About the role

You own a region end to end. The bots catch problems. Cleaners and vendors do the physical work. You make sure every gap is closed with proof before it hurts a guest — including gaps the bots miss, gaps on the board, and gaps other people leave behind.

• This role is a regional operations owner with real guest contact. You verify cleaning QC before every arrival, chase vendors and cleaners to a photo or video close, keep Monday.com and Slack accurate in real time, protect response rate above 90%, and solve guest problems until they are done.
• This role is not a virtual assistant waiting for tasks. It is not a “close what the bot posted” job. If something in your region is wrong — Dirty unit with a guest, blank QC, trade scheduled into an occupied home, open P0, incomplete shift checklist — it is yours until it is fixed.
• You report to our Senior Operations Manager. When she is off, you escalate only money and safety; everything else you resolve yourself.

Mission

Own every gap in your region until it is closed with evidence, so nothing reaches a guest unresolved and nothing that you could have fixed reaches your manager or the owner.

What you'll do

• Own arrivals. Every check-in in your region has a passed Final QC (with RapidEye or equivalent proof) logged before the guest arrives. If the cleaner’s video is late, incomplete or wrong unit, you chase, escalate, rebook, and update the guest — you do not start the QC row after check-in.
• Own the board. Cleaning Issues, Maintenance, 7 Days, Claims and your daily checklist are yours during the shift. Open items move with a next step, owner and ETA. Completed means photo or video proof attached — never batch-close without evidence.
• Own bot and human flags. Acknowledge fast (target: minutes, not hours). Act. Close with proof. Question wrong dates, wrong units and stale alerts.
• Own vendor and cleaner coordination. Schedule only into vacant windows, or get written guest consent first. Never send paint, carpentry or intrusive trades into an occupied unit without that consent. Confirm every fix with a photo.
• Own guest problems end to end. Calm the guest, start the fix, update until resolved, log it. Refunds, discounts and safety escalate in one line with facts.
• Protect response rate. Stay above 90% for your book. Incomplete checklists and “I’ll do it tomorrow” are failures, not notes.
• Never change a P0 priority down. Guest safety and injury items stay P0 until truly resolved.
• Hand off cleanly at end of shift with open risks named.

What success looks like

By day 14

• Shift checklist is 100% complete every day you work.
• Response rate is above 90%.
• No guest checks into a Dirty unit on your watch without a same-shift escalation and guest update already logged.

By day 30

• You run your queue without being chased.
• Final QC is done before every check-in on your shift.
• Open P0/P1 items have a next step and ETA the same day they appear.
• No trade enters an occupied unit without written guest consent.

By day 90

• Inherited backlog is cleared or has a dated plan.
• Fewer than 10 open tasks that are yours.
• Zero avoidable escalations to the owner.
• Your region’s QC, response and board hygiene match Senior Ops standards.

Who you are

• You have 2–5+ years owning operations with a ticket queue: hotel ops / AGM / housekeeping supervision with real chase, multi-unit STR dispatch, or regional guest+vendor coordination where you closed the loops. Customer-support volume alone is not enough.
• You are a problem solver first. When three things break at once, you diagnose, act, document and finish — you do not wait for a better alert or a manager to tell you the next step.
• You write excellent English (C1). Short, exact messages with dates, times and unit numbers nobody can misread.
• You speak Spanish well enough to run cleaners and vendors live (strong plus / often required for LatAm vendor networks).
• Detail is non-negotiable, but detail without ownership fails here. You notice the wrong unit, the blank QC row and the guest already in-house — then you fix it.
• If it isn’t logged with proof, it isn’t done. You don’t need reminding.
• You are comfortable with Slack, Monday.com (or Asana/ClickUp), WhatsApp, Google Workspace. Guesty, Airbnb, Booking.com or RapidEye experience is a plus.
• Warm and calm with upset guests; firm and clear with vendors who stall.
• This is your only job during work hours.

Schedule

• 8 hours of work a day, 5 days a week. Your shift is a 9-hour block with a 1-hour break.
• Pacific Time, one of the published windows (for example 10 AM–7 PM or 12 PM–9 PM PT, or a region-specific window such as 2–11 PM PT). Exact window is set per seat.
• You work every Saturday and Sunday. Your 2 days off fall on weekdays.

Requirements (firm and non-negotiable)

• Camera ON in Zoom for your entire 8-hour shift.
• Time Doctor (time tracking) running for your entire shift.
• This is your only job during work hours: no classes or degree program, no second job, no freelance clients and no side business (including your own rental listings). You'll confirm this in writing.
• Reliable internet with a backup, a computer, a webcam, a headset and a quiet place to work.

The whole team works with camera on and Time Doctor. We judge your performance on the outcomes above, not on activity screenshots.

Pay

$1,000–1,500 USD per month, depending on proven ops ownership. Please apply only if this range works for you.

How we hire

1. Apply on Indeed and answer the screening questions (about 5 minutes).
2. Two online assessments, back to back in one sitting (about 45 minutes):

• the Ops Judgment Test — timed scenarios on real situations (Dirty check-in, occupied-unit trades, silent cleaner, P0 safety, blank QC). Judged on judgment, not memorization.
• the Work Style Survey — a short questionnaire about how you like to work (Drive and Detail both matter).

1. Book your interview right away. If you meet the bar, a booking link appears at the end of the assessments. You must schedule your 30-minute Zoom interview with the owner before you close the page. In the interview, you’ll run a live chase drill on real (anonymized) flags.
2. Paid trial shift on camera and Time Doctor.
3. References. We speak with two recent managers about ownership and honesty about closed work.

Every step happens before any offer.