Head of Shared Services Operations

Extenteam Careers

7d • $130,000 - $160,000 • Remote

About The Position

Extenteam is an AI-driven operations platform for short-term rental property managers, handling guest communication and daily workflows for over 80,000 properties through a proprietary platform (Tailwind) that combines AI automation (Autopilot AI) with human-in-the-loop oversight. We are headquartered in Miami with our Shared Services team based in Manila. We are hiring a Head of Shared Services Operations to run our service operation and personally build the operational tooling that makes it scale. This is a builder-operator role, not a manager-of-managers role. You will run the Shared Services operation across three sub-teams, and you will personally ship the tools, dashboards, automations, and AI workflows that make the operation better every week. You are not a strategy advisor. You are not delegating work to an engineering team. You build it yourself. You report to the Head of Operations and work directly with our founder.

Requirements

• 5+ years of operations leadership at a tech-enabled service business
• Direct ownership of a customer-facing service operation with measurable SLA, CSAT, or cost metrics
• Short-term rental, hospitality, or property management operations
• AI or automation deployed in a live customer-facing operation, with hands-on diagnostic experience when it broke
• Experience leading distributed teams
• Hands-on with at least one of the following stacks, ideally several: Agentic coding tools used in production (Claude Code, Cursor, Replit Agent, or similar), Workflow automation platforms (n8n, Zapier, Make, or Pipedream), Scripting (Python or SQL at a working level), Prompt engineering (Designing, evaluating, and iterating on production AI agent prompts)
• Must have shipped a working internal tool

Nice To Haves

• Direct experience with Guesty, Hostaway, OwnerRez, or comparable platforms
• AI deployment in a guest-facing or customer-facing context

Responsibilities

• The Shared Services operation across three sub-teams
• SLA delivery across text and voice channels
• Enterprise client relationships at the operational layer
• AI Autopilot deflection performance
• Daily ops, scheduling, QA, knowledge base, and client escalations
• Direct relationship with the Contact Center Manager and Team Leads

Benefits

• Equity
• Quarterly travel to Miami headquarters required

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed