Chief Operations Officer

2 weeks ago

Westport, Connecticut, United States Swooped Full time

About Our Company

At Swooped, we are more than just a hospitality provider; we are dedicated to creating unforgettable experiences that inspire individuals to embrace life to the fullest. Our mission is to reveal a vibrant lifestyle for the modern traveler, accessible at any time and from anywhere.

With a presence in over 25 U.S. markets and more than 1,000 units across 150+ properties, we offer a home-like experience for travelers, a sustainable rental model for property owners, and a positive relationship with the communities we engage with.

Founded in 2017, Swooped is a hospitality firm committed to providing comfortable accommodations for today’s traveler, featured on platforms such as Expedia, Airbnb, Marriott, VRBO, and others. With an impressive average rating of 4.7 out of 5 stars, we prioritize guest flexibility without compromising reliability.

Our headquarters is located in a scenic area, fostering a culture defined by service, optimism, humility, and vision. We have cultivated an environment where passion drives our actions, and our core values are integral to our operations.

Core Values:

  • Committed to Success
  • Customer-Centric Approach
  • Integrity in Action

Role Overview

We are seeking a Vice President of Operations to lead a dynamic team of over 250 individuals, nurturing a culture of excellence and exceeding customer expectations. Reporting directly to the COO, the VP will manage Regional Operations, Customer Service, Task Force, and Trust and Safety, collaborating closely with Finance, Technology, Revenue, Human Resources, and Real Estate departments. The VP will aim to achieve over 90% of 5-star reviews while enhancing operational efficiency.

Key Responsibilities:

  • Develop and implement the operational strategy for the organization.
  • Guide the operations team, including Regional Directors of Operations, Director of Guest Experience, and local Operations Managers, to meet company-wide objectives such as cleanliness standards, financial targets, and staff development.
  • Collaborate with cross-departmental leaders to achieve organizational goals.
  • Monitor and report on key performance indicators and other success metrics.
  • Create new inter-departmental standard operating procedures and low-code automations to enhance workflow consistency.
  • Lead, mentor, and inspire a high-performance management team while fostering accountability.
  • Oversee operational budgets, ensuring cost-effectiveness across all areas.
  • Manage customer feedback mechanisms to drive continuous service improvements.
  • Utilize technology to boost operational efficiency and enhance guest experiences.
  • Work with the technology team to optimize proprietary property management systems.
  • Foster a culture of accountability, high performance, continuous improvement, and innovation with a customer-first mindset.
  • Produce timely and accurate operational reports using Microsoft Excel, Word, and PowerPoint.

Qualifications:

  • 10+ years of experience in operational leadership.
  • 10+ years of experience in hospitality operations and/or multifamily property management.
  • Proven track record in coaching leaders, transforming teams, and developing talent.
  • Demonstrated success in driving customer satisfaction.
  • Proficiency in Excel is essential; familiarity with SQL is advantageous.
  • Must be a self-starter with strong problem-solving skills and a team-oriented mindset.
  • Willingness to travel approximately 20% of the time as necessary to meet established KPIs.
  • Possess an entrepreneurial spirit with a focus on scaling and growing the business.
  • A passion for travel, hospitality, and the short-term rental industry.

What We Offer:

  • Competitive Salary
  • Fully Remote Work Environment
  • Health, Dental, and Vision Insurance with Flexible Spending Account options
  • Life Insurance
  • Short-Term and Long-Term Disability Coverage
  • Employee Assistance Program
  • Paid Time Off
  • Flexible Work Schedules
  • Community Engagement Opportunities
  • And much more

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