Head of Operations

Conduit AI•San Francisco, CA

1d•Onsite

About The Position

Conduit is an AI agent platform purpose-built for hospitality. Its agents automate workflows involving guest communication and operations for hotels, vacation rentals, and resorts. The Head of Operations leads the people and partners who work alongside the agents on tasks that still require human involvement, and owns the quality and cost of this work for every customer. This is an operations leadership role, not a support management role, with responsibility for staffing, vendors, quality, escalations, cost, and building the operating system the team uses. The role reports to Punn, CTO and co-founder, and is onsite in San Francisco. The leader will determine which work agents handle and which work requires a person, and manage the handoffs between them. They will stay close to operations, use data to understand how work is performed, and take on operational work themselves as needed. Key metrics include cost per booking and cleanliness review scores, and how these change as the customer base grows. The role includes managing teams across time zones and roles, including onshore and offshore virtual staff, on-call staff, and field workers such as cleaners, maintenance technicians, and inspectors. The Head of Operations will bring new customers live by mapping their current processes, setting up playbooks, and coordinating agents and staff. They will also hold weekly operating reviews with the founders covering quality, cost, and capacity. Candidates must be authorized to work in the US; the company generally does not sponsor visas.

Requirements

Experience running an operation beyond a support queue, including staffing, vendors, quality, and cost against a P&L or unit-cost target owned by the candidate.
Experience managing remote teams across time zones, including offshore or outsourced staff, and an ability to explain how quality was maintained remotely.
Experience scaling a team, with the ability to describe its size when joining and when leaving.
Comfort with software and automation, and an understanding of agents as a way to improve operations as well as reduce cost.
Authorization to work in the US.

Nice To Haves

Hospitality or short-term rental operations experience, including turnovers, maintenance, owners, and guests.

Responsibilities

Lead the people and partners who work alongside Conduit's agents, and own the quality and cost of operational work for every customer.
Own staffing, vendor management, quality, escalations, and cost, and build the operating system the team uses.
Decide which work agents handle, which work requires people, and how the handoffs between them operate.
Manage onshore and offshore virtual staff, on-call staff, and field staff, including cleaners, maintenance technicians, and inspectors.
Handle hiring, training, scheduling, and quality checks.
Select and manage outsourcing partners, set clear service levels, and exit partners quickly when quality declines.
Work with agent engineers to identify agent failures and turn them into fixes.
Create escalation paths for guests, owners, and customers, including late-night calls and emergencies.
Bring new customers live by mapping their current operations, setting up playbooks, and coordinating agents and staff.
Conduct weekly operating reviews with the founders on quality, cost, and capacity.
Monitor operational data and metrics, including cost per booking and cleanliness review scores, as the customer base grows.