Lead Operations Manager (Short-Term Rentals / Airbnb)

Location: Remote

Schedule: Full-Time (8–9 hour daytime shift, Eastern Time)

Industry: Short-Term Rentals / Airbnb / Vacation Rentals

About Us

We are a fast-growing short-term rental company currently operating 45 Airbnb units across multiple markets and co-hosting an additional 15 properties for property owners. Our team manages guest communications, maintenance coordination, cleaning operations, property onboarding, and day-to-day operations across our portfolio.

We are looking for an experienced Lead Operations Manager who can take ownership of our daily operations and act as the primary operational leader of the business. This is a senior-level role for someone who already understands the short-term rental industry and has experience managing a large portfolio of properties.

This is not an entry-level position. We are looking for someone who can think independently, make sound decisions, solve problems proactively, and help lead our team.

Position Overview

As our Lead Operations Manager, you will oversee the day-to-day operation of our portfolio, manage team members, coordinate with cleaners and maintenance personnel, assist with complex guest situations, and ensure that nothing falls through the cracks.

You will essentially serve as the operational overseer of the business, helping maintain smooth operations while ensuring exceptional guest experiences and strong property performance.

The ideal candidate is highly organized, proactive, calm under pressure, excellent with people, and deeply experienced in Airbnb and short-term rental operations.

Key ResponsibilitiesGuest Experience & Communication

• Oversee all guest communications across our portfolio
• Ensure fast response times and excellent guest service
• Handle escalated guest issues and complex situations
• Resolve complaints professionally and effectively
• Understand when accommodations, credits, refunds, or other resolutions are appropriate
• Maintain high review scores and guest satisfaction
• Conduct phone calls with guests when necessary
• Ensure all guest requests are followed up on and completed

Operations Management

• Oversee daily operations across all properties
• Ensure all operational tasks are completed accurately and on time
• Coordinate check-ins, check-outs, guest registrations, parking requests, and property access issues
• Manage and prioritize daily workflows
• Ensure no guest, task, issue, or follow-up is overlooked
• Maintain organization across multiple markets and properties
• Monitor operational performance and identify areas for improvement

Team Leadership

• Supervise and manage Virtual Assistants working during your shift
• Provide direction, guidance, and support to team members
• Ensure responsibilities are properly assigned and completed
• Train team members on procedures and best practices
• Hold team members accountable for performance and accuracy
• Serve as the primary point of leadership during your shift

Maintenance & Cleaning Coordination

• Coordinate maintenance vendors and service providers
• Work directly with cleaners and cleaning teams
• Ensure turnovers are completed correctly and on schedule
• Manage maintenance issues and property emergencies
• Coordinate repairs while minimizing impact on guests
• Communicate effectively between guests, cleaners, maintenance personnel, and team members

Problem Solving & Decision Making

• Analyze complex situations and determine the best course of action
• Make operational decisions confidently and independently
• Understand the financial and guest experience impact of decisions
• Prevent small issues from becoming major problems
• Create solutions when unexpected situations arise
• Maintain smooth operations under pressure

Property Knowledge

• Learn and maintain a strong understanding of each building and property we operate
• Understand property-specific procedures, amenities, access instructions, parking systems, and policies
• Be able to confidently guide guests and team members through property-specific situations

Required Qualifications

• Minimum 3+ years of short-term rental, Airbnb, vacation rental, or hospitality management experience
• Experience managing a large portfolio of properties
• Proven experience leading teams and overseeing operations
• Fluent spoken and written English
• Strong phone communication skills
• Exceptional organizational abilities
• Strong critical thinking and problem-solving skills
• Ability to make decisions independently
• Excellent attention to detail
• Strong multitasking abilities
• Ability to remain calm and professional during stressful situations
• Experience handling upset guests and conflict resolution

Preferred Qualifications

• Experience using Hospitable
• Experience with Airbnb, VRBO, and other booking platforms
• Experience using Notion
• Experience managing remote teams
• Experience developing SOPs and operational systems
• Revenue management and pricing experience is a plus

What We're Looking For

The right candidate:

• Thinks like an owner
• Takes initiative without being asked
• Notices issues before they become problems
• Communicates clearly and professionally
• Is highly accountable and dependable
• Can manage multiple moving pieces simultaneously
• Understands hospitality at a high level
• Has excellent judgment
• Can be trusted with major operational decisions
• Leads with confidence while remaining calm under pressure

Compensation

Compensation will be based on experience, qualifications, and proven short-term rental management experience.

How to Apply

Please include:

• A summary of your short-term rental experience
• The number of properties you have managed
• Any leadership or management experience
• Your experience with Airbnb, Hospitable, and other PMS systems
• Your availability and time zone
• Why you believe you would be a strong fit for this role

We are looking for someone who wants to grow with us long-term and become a key leader within our organization.

Pay: $1,800.00-$2,100.00 per month

Benefits

• Flexible schedule
• Work from home

Work Location: Remote