Senior Manager, Guest Experience Operations

Extenteam Careers•Florida Preferred, US Remote Considered, FL

1d•$70,000 - $100,000

About The Position

Extenteam is an AI-driven operations platform for short-term rental property managers. We handle guest communication and daily workflows for over 80,000 properties through a proprietary platform that combines AI automation with human-in-the-loop oversight. We are headquartered in Miami with our Shared Services team based in Manila. We are hiring a Senior Manager, Shared Services Operations to lead our service operation across three sub-teams, own daily execution, and coach both Team Leads and agents into stronger operators. This role exists because no one on our operational leadership team has actually run a PM guest communication operation, which is a real gap. Our Team Leads have deep tactical execution but limited exposure to how a strong PM operator thinks about guests, owners, and staff. We are hiring someone who has been in our clients' seats, someone who has personally managed the people who handle guest messaging, calls, and escalations at a PM company. Someone who knows what a great guest reply looks like, what an owner actually cares about, and what makes a guest experience team perform.

Requirements

Industry experience: You have worked in short-term rental, vacation rental, or property management. You know what a Superhost badge means. You understand how OTA compliance actually works. You have opinions about Guesty vs Hostaway vs Breezweway. You have handled real owner escalations and real guest complaints.
Managed guest communication teams: You have directly managed people whose full-time job is responding to guests. Not housekeeping. Not maintenance. Not front desk at a hotel. Guest communication specifically, the people writing responses, taking calls, handling escalations, and enforcing OTA rules in real time.
You ran a guest experience, guest communication, or guest services team at a PM company.
You have coached agents.
You have written and enforced SOPs.
You have handled the ugly escalations that came up the ladder to you.
You are also the person on your team who is always trying new tools.
You have used Claude or ChatGPT to write SOPs.
You have automated a workflow.
You build dashboards to spot problems before they escalate.
You believe operations should compound, not just keep up.
You are looking to move from running one PM operation to shaping how PM operations should be run across an industry.
You want to lead, coach, and build systems that scale.
5+ years in short-term rental, vacation rental, or property management
Directly managed a team of guest communication agents (messaging, calls, or both)
Track record of developing agents and coordinators into managers
Personally handled owner escalations and guest complaints
Willingness to work hard when the operation demands it. This is not a 9-to-5 role.
Daily user of Claude, ChatGPT, or similar AI tools for real operational work
Comfortable building and reading dashboards.
Willingness to learn new tools quickly. Our builder team ships new internal tools regularly and you need to adopt them fast
Data-fluent. Can pull a report, spot a trend, and act on it without needing an analyst

Nice To Haves

Direct experience with Guesty, Breezeway, Hostaway, or OwnerRez
Experience with distributed or offshore teams
Experience deploying at least one automation workflow
Previously ran your own PM company or led guest experience at a mid-sized PM company
Direct experience deploying AI in a guest-facing operation

Responsibilities

Direct management of our team
Development of Team Leads into stronger operational managers. Weekly 1:1s, structured coaching, real career growth.
Daily execution and SLA delivery across all three sub-teams
Voice of the property manager inside Extenteam. Translating client needs into agent SOPs, KB content, and product feedback
Top-tier client escalations across our enterprise and portfolio accounts
Client operational health. Relationships, SLAs, reviews with clients
Onboarding playbooks for new PM clients across different tech stacks (Guesty, Hostaway, OwnerRez, and others)
Quality of the guest experience delivered by our agents
Partnership with our internal builder team to translate operational pain points into shipped tooling
Expansion of Shared Services into new offerings (owner communication, review management, and future service lines) as the operation scales