Senior Manager, Guest Experience Operations

About Extenteam Extenteam 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 human-in-the-loop oversight. We are headquartered in Miami with our Shared Services team based in Manila. We are hiring a Senior Manager, Shared Services Operations to lead our service operation across three sub-teams, own daily execution, and coach 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 real gap. Our Team 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 reply looks like, what an owner actually cares about, and what makes a guest experience team perform. 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 Guesty vs Hostaway vs Breezweway. You have handled real owner escalations and real guest complaints. Managed guest communication teams. You have directly managed people whose full-time job is responding to guests. Not housekeeping. Not maintenance. Not front desk at a hotel. Guest communication specifically, the people writing responses, taking calls, handling escalations, and enforcing OTA rules in real time. Who You Are You ran a guest experience, guest communication, or guest services 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 ladder 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 believe operations should compound, not just keep up. You are looking to move from running one PM operation to shaping how PM operations should be run across an industry. You want to lead, coach, and build systems that scale. What You Will Own Direct management of our team Development of Team Leads into stronger operational managers. Weekly 1:1s, structured coaching, real career growth. Daily execution and SLA delivery across all three sub-teams Voice of the property manager inside Extenteam. Translating client needs into agent SOPs, KB content, and product feedback Top-tier client escalations across our enterprise and portfolio accounts Client operational health. Relationships, SLAs,reviews with clients Onboarding playbooks for new PM clients across different tech stacks (Guesty, Hostaway, OwnerRez, and others) Quality 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 (owner communication, review management, and future 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 client success 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 a team of guest communication agents (messaging, calls, or both) Track record of developing agents and coordinators into managers Personally handled owner escalations and guest complaints Willingness to work hard when the operation demands it. This is not a 9-to-5 role. Required Technical Fluency 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 real 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 act on it without needing an analyst Strongly Preferred Direct experience with Guesty, Breezeway, Hostaway, 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 Direct experience deploying AI in a guest-facing operation What We 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 base plus equity, based on experience.