Operations Manager

Vacatia • Fort Lauderdale, FL

2d • Remote

About The Position

Vacatia is an innovative hospitality company reinventing the vacation rental and ownership experience across discovery, booking, and stay. We’re building the next generation of travel lifestyle products, blending technology, hospitality, and design to create smarter, more connected experiences for guests, owners, and partners. We’re looking for a Manager, Knowledge Operations who will serve as the central owner of operational knowledge, process documentation, and Deed Services expertise across Vacatia. This highly collaborative individual-contributor role will strengthen how teams’ access, share, and apply critical information while leading governance of Vesper, our company intranet and central knowledge hub. If you thrive in dynamic, fast-paced environments and enjoy simplifying complex information, improving processes, and connecting people with the tools and knowledge they need, this is your opportunity to make a meaningful impact across Vacatia.

Requirements

• Five or more years of experience in operations, knowledge management, process documentation, Deed Services, real estate or timeshare operations, customer experience enablement, or a related field.
• Proven experience leading complex documentation, process-governance, or knowledge-management initiatives across multiple stakeholder groups.
• Exceptional writing, analytical, and problem-solving skills, with the ability to translate complex workflows into clear, practical resources for different audiences.
• Ability to facilitate working sessions, influence cross-functional partners, manage competing priorities, and move initiatives forward without direct authority.

Nice To Haves

• Experience with intranets, knowledge bases, or content-management platforms; familiarity with Vesper, Salesforce Knowledge, Concord, Equiant, Cloudbeds, NotebookLM, Monday.com, Linear, or Scribe is preferred.
• Experience in timeshare, hospitality, resort operations, title, deed, real estate, mortgage servicing, or another ownership-based industry is strongly preferred.
• Experience evaluating conversational AI performance, developing training materials, and supporting change adoption across distributed teams is also beneficial.

Responsibilities

• Own the end-to-end lifecycle of operational documentation, including discovery, drafting, stakeholder review, approval, publishing, version control, and ongoing maintenance.
• Lead the governance and administration of Vesper, ensuring content is organized, searchable, secure, current, and consistently presented.
• Analyze AI voice-agent interactions, escalations, and customer feedback to identify knowledge gaps and improve content across Salesforce Knowledge, NotebookLM, and related platforms.
• Facilitate cross-functional working sessions to document workflows, clarify ownership and handoffs, identify root causes, and implement practical process improvements.
• Develop SOPs, process maps, decision guides, job aids, training resources, and enablement materials that help distributed teams confidently adopt new processes and tools.

Benefits

• Build the Future: Create the knowledge-management foundation that supports employees, operational teams, owners, guests, and AI-enabled service tools.
• Impact That Matters: Ensure teams have clear, accurate, and accessible guidance that improves consistency, efficiency, and the customer experience.
• Innovation at Scale: Partner across Operations, Customer Experience, Data, Technology, Accounting, Inventory, and resort teams to modernize how knowledge is created and used.
• Autonomy and Ownership: Own the complete documentation lifecycle, Vesper governance, and knowledge-driven process improvements with broad organizational influence.
• Culture of Growth: Join a fast-moving, people-first environment where thoughtful ideas, continuous improvement, and cross-functional collaboration are valued.

What This Job Offers

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