Airbnb Operations Manager - Short Term Rental Portfolio

We manage 185+ furnished rental units across the U.S. on Airbnb, VRBO, ---------- , Expedia, Marriott, and more. We run a professional, systems-driven operation. We are hiring an experienced Operations Manager to lead our guest communications team, own the daily operating standard, and run the day-to-day without needing to be told what to do.

This is a senior role. If you do not meet every requirement below, do not apply. Applications that do not qualify will be deleted without response.

ROLE DETAILS

Full-time, 5 or 6 days/week
Schedule: Flexible, but you must overlap with USA Pacific Time business hours and be reachable for escalations across both shifts (AM and PM).
Pay: Based on experience.
Six-day schedules receive higher compensation.
Performance-based bonuses available after the trial period.

REQUIREMENTS — YOU MUST MEET ALL OF THESE

5+ years of experience in short-term rental operations, property management, or hospitality operations
3+ years of direct people management experience leading a team of 5 or more VAs, coordinators, or operations staff
You must have managed teams supporting a portfolio of 50+ units
Hands-on experience with Guesty or Hostaway as an admin or power user, not just a frontline operator
Proven experience handling guest escalations, owning team performance metrics, and reporting to ownership or executives
Strong written and spoken English, including the ability to give direct feedback and write clean SOPs
Comfortable with ---------- or similar project management platforms as an admin
Reliable internet, stable workspace, and full availability during your assigned hours

WHO WE ARE LOOKING FOR

We want an operator. Someone who runs the team without waiting for permission. Someone who builds systems, holds people accountable without being a jerk, and owns problems all the way to resolution. You should be able to look at a messy operation, see what is broken, and fix it. You should be comfortable having hard conversations, setting deadlines, and following through.

You are the management layer. If you need to be managed, this is not the right fit.

You should think like a small business owner running this team on our behalf. You care about the numbers. You care about how the team is performing. You care about guest experience and brand reputation. You move fast and you write clearly.

PRIMARY RESPONSIBILITIES

You own the daily operating standard for the guest communications team. This includes managing 5 to 10 VAs across AM and PM shifts, owning the daily report board on ---------- , enforcing EOD reporting standards, handling all escalations the VAs cannot resolve, and being the point of contact between ownership and the team.

You own team performance. This means tracking response times, EOD compliance, claims win rate, recovery rate, review scores, and any other metrics tied to the team's output. You run weekly scorecards. You run 1:1s. You give feedback. You document underperformance and you address it directly.

You own deadlines. Claims have a 14-day post-checkout deadline. Listings need to be created on time. Reviews need to be responded to. Onboarding for new units needs to happen on schedule. Nothing slips on your watch without a documented reason.

You own the standard. If something on the team is not working, you flag it, you propose the fix, and you implement it.

SECONDARY RESPONSIBILITIES

SOP creation and maintenance, onboarding and training new VAs, coaching and performance reviews, process improvement projects, special projects assigned by ownership. You may also be asked to assist on backend admin work during low-volume periods, but management of the team always comes first.

TOOLS WE USE

Guesty, PriceLabs, Enso Connect, Autohost, HelloHost, OpenPhone, Slack, ---------- , Google Drive, Loom

HOW TO APPLY

Reply to this listing with everything below included. Incomplete applications will not be reviewed.

Your resume and a short message covering your total years in STR, the type of operations you have worked for, the size of teams you have personally managed, and the size of portfolio those teams supported.

Complete two personality assessments. Take both today and do not submit old results. Save your full results page for each and include both:

First: Go to ---------- /disc and take the free DISC assessment. Second: Go to ---------- and take the free personality test.

A Loom video recorded at ---------- , between 4 and 6 minutes. Cover three things: your management background and the size of teams you have led, walk through one specific situation where you had to manage an underperforming tea ---------- mber and how you handled it, and explain why you are applying to this role. Do not read from a script.

Your written responses to the scenarios below. Take your time. This should take 30 to 40 minutes.

Scenario A: One of your VAs has missed three EOD reports this week and was 45 minutes late to her shift twice. Other VAs are noticing and morale is dropping. The VA personally messages you and tells you her grandmother is sick and she has been distracted. Write the exact message you send her. Explain your next action. Explain what you communicate to the rest of the team, if anything, and why.

Scenario B: It is Monday morning at the start of your shift. Four things hit your plate at once. One: a guest escalation that a PM VA did not resolve over the weekend, and the guest is now threatening to escalate to Airbnb. Two: a new VA started today and no shadow has been assigned. Three: two open claims hit their 14-day deadline tomorrow and have not been filed. Four: ownership messaged you asking why EOD compliance dropped to 70% last week. List these in the order you would handle them and explain your reasoning for each one.

Scenario C: You discover that one of your VAs has been logging tasks as "Done" on the Monday board without actually completing them. Guests are now reporting issues that should have already been resolved. Walk through how you handle this. What is the conversation you have with the VA. What documentation do you create. What is the criteria you use to d ---------- whether this is a coaching ---------- nt, a written warning, or a termination.

Scenario D: Ownership asks you to improve EOD compliance from 70% to 95% within 30 days. Write the plan. What changes do you make to the process, the team, the tools, or the accountability system to hit that number. Be specific.

Qualified applicants will be contacted for an interview. All new managers begin with a 60-day paid trial period.