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Operations Experience Manager- Orlando, FL
4 months ago
Title: Operations Experience Manager
Location: Orland, FL (must be willing to travel up to 75% of the time first 6-12 mos, then reduced to about 25%)
Role Description:
The Operations Manager leads the onboarding of vacation rental homes to our platform, ensuring these homes provide beautiful, functional experiences for our guests. Initially, this role requires expert planning and project management, as well as hands-on work on site at homes around the country. Following the onboarding phase, the individual will transition to a market manager role, supporting guests, sourcing & managing vendors, and working with homeowners in their local area.
Objectives:
- Drive exceptional guest experiences, ensuring a frictionless and delightful experience.
- Lead the onboarding process for vacation rental homes, from property condition assessment to ensuring homes are guest-ready.
- Coordinate the installation of property systems, including furniture, fixtures, and equipment.
- Manage minor renovations and support design partners to ensure the opening process runs smoothly, on budget, and on time.
- Source partner vendors for field operations, setting clear standards for quality and efficiency.
- Transition to a market manager role, supporting guests, sourcing vendors for maintenance and cleaning, and working with homeowners in the local market.
- Perform scheduled preventative maintenance to reduce unexpected repairs and vendor dependency.
- Monitor market/home performance, identifying trends/process improvements using guest feedback and sentiment.
Competencies:
- 3+ years experience with hospitality and field operations, especially in short-term rentals (STR).
- Experience recruiting and managing vendors and working with distributed operations teams.
- Proficiency and/or experience in managing trades such as plumbing, HVAC, electrical, and appliance repair is a plus.
- Self-starter with the ability to remotely manage various projects and teams.
- Comfortable working in a fast-paced startup environment with a proactive approach to problem-solving.
- Strong communication skills, highly organized, and attentive to detail.
- Ability to explain complex systems to others in general terms.
- Financial acumen to work within a budget and report results.
Responsibilities:
1. Onboarding Phase (First 6-12 Months):
- Assess property conditions and manage minor renovations.
- Coordinate with design partners and ensure homes are guest-ready.
- Source and manage vendors for installations and maintenance.
- Provide on-site support and ensure smooth property openings.
2. Market Manager Phase (Post-Onboarding):
- Support guests in the local market, ensuring satisfaction and resolving issues.
- Source and manage local vendors for maintenance and cleaning services.
- Collaborate with homeowners to maintain high standards of property management.
- Monitor and report on market performance and guest feedback.
- Implement process improvements based on performance data and feedback.
You’ll Love Working at Summer Because of Our:
- Amazing purpose-driven team and culture
- Competitive salary and stock options.
- Unlimited, flexible PTO for exempt employees
- Excellent medical, dental and vision coverage
- Paid maternity and paternity leave
About Summer:
Summer exists to help more people own their dream vacation home. Founded by Airbnb alumni, with deep experience growing and scaling venture-backed hospitality businesses, Summer recently closed our series A at a combined financing of $68 million. Summer is backed by leading venture capital firms and investors such as QED, Viola, Lightspeed, First Minute Capital, and the founding team of Casper. This is a unique opportunity to get in on the ground floor of a rapidly growing business that has the potential to transform the vacation home industry.
