Short Term Rental (STR) Program Manager

Teller County Government•Cripple Creek, CO

5d•Onsite

About The Position

Teller County is looking for an experienced property management professional to lead the implementation of its new Short-Term Rental Program. In this role, you'll apply your expertise in rental operations, owner relations, compliance, and customer service while building a program that will serve residents, property owners, and visitors for years to come. Ideal candidates will bring experience in property management, rental operations, program administration, regulatory compliance, code enforcement, or similar fields where customer service, regulatory compliance, and property oversight are central responsibilities.

Requirements

Bachelor’s degree in business administration, property management, real estate, hospitality management, or a related field
Three (3) years of progressively responsible experience in property management, rental operations, program administration, regulatory compliance, code enforcement, or a closely related field
Experience managing multiple residential or rental properties, administering a regulatory or permitting program, or working in a local government environment is preferred
Any acceptable combination of education, training and experience that provides the listed knowledge, skills and abilities may be substituted.
Knowledge of: Principles and practices of program administration, property management, rental operations, or a closely related field
General practices associated with residential property operations, rental management, property maintenance, and owner or tenant relations
Supervisory principles and methods
Principles of effective customer service, conflict resolution, complaint management, and public communication
Recordkeeping, documentation, workflow management, and administrative processes
Basic principles of local government operations, regulatory programs, and ordinance administration
Methods for managing multiple properties, cases, applications, deadlines, and competing priorities simultaneously.
Skilled in: Reviewing applications, affidavits, records, and supporting documentation for completeness and compliance with established requirements
Managing a diverse portfolio of properties, cases, or accounts requiring ongoing tracking and follow-up
Investigating complaints, gathering relevant information, documenting findings, and identifying appropriate next steps
Communicating clearly and professionally with individuals who may be frustrated, upset, or resistant to regulatory requirements
Exercising sound judgment and discretion in applying established requirements to varied circumstances
Organizing work, managing deadlines, maintaining accurate records, and following matters through to resolution
Using computers, databases, spreadsheets, document-management systems, and standard office software.
Ability to: Learn, interpret, explain, and consistently apply County ordinances, policies, procedures, and program requirements
Manage multiple properties, applications, complaints, deadlines, and compliance matters concurrently
Establish effective working relationships with property owners, property managers, residents, County staff, elected officials, partner agencies, and members of the public
Remain professional, objective, and composed when addressing complaints, conflicts, controversial issues, or difficult interactions
Distinguish between matters that can be resolved through education or voluntary compliance and those requiring formal enforcement, referral, or escalation
Conduct site visits, objectively document observations, and communicate findings clearly
Work independently, exercise initiative, and make sound decisions within established authority
Identify patterns, trends, and operational concerns and recommend practical solutions
Communicate effectively both orally and in writing
Maintain confidentiality and exercise appropriate discretion in handling sensitive information.
Possession of and ability to maintain a valid Colorado driver’s license.

Nice To Haves

Experience managing multiple residential or rental properties, administering a regulatory or permitting program, or working in a local government environment is preferred

Responsibilities

Manage the day-to-day administration and operation of the County’s Short-Term Rental Program in accordance with applicable County ordinances, resolutions, policies, procedures, and established program requirements.
Serve as the primary point of contact for STR applicants, property owners, local agents, property managers, STR service providers, residents, and other stakeholders regarding program requirements, application processes, permitting, complaints, and compliance matters.
Review STR permit applications and supporting documentation for completeness, accuracy, and compliance with established program requirements; identifies deficiencies, requests additional information, and coordinates application processing through final determination.
Supervise administrative staff assigned to the STR Program, including assigning and reviewing work, establishing schedules and priorities, providing training and guidance, monitoring performance, addressing performance and conduct concerns, and completing performance evaluations in accordance with County policies and procedures.
Maintain familiarity with individual properties, permit status, ownership and contact information, complaint history, compliance concerns, and other relevant program information.
Coordinats the issuance, renewal, amendment, suspension, revocation, or other disposition of STR permits in accordance with established authority, procedures, and applicable County requirements.
Receive, review, document, and respond to complaints involving STR properties; evaluates available information, communicates with involved parties, conducts follow-up, and determines appropriate next steps within established authority.
Conduct site visits to STR properties when warranted by complaints, reported concerns, suspected violations, or other program needs.
Documents observations and determines whether additional follow-up, corrective action, referral, or coordination with another County department or outside agency is appropriate.
Monitor STR properties for ongoing compliance with permit conditions and program requirements and works with property owners or managers to address identified deficiencies and achieve timely resolution when appropriate.
Apply established enforcement procedures consistently and fairly, including documenting violations, issuing notices or corrective directives within delegated authority, tracking compliance deadlines, and recommending further action when necessary.
Coordinate with County departments, the County Attorney, code enforcement, and external agencies as appropriate on matters involving land use, building safety, fire protection, emergency response, septic systems, public health, law enforcement, taxation, or other issues affecting STR properties.
Maintain accurate and complete program records, including applications, permits, affidavits, correspondence, complaints, compliance actions, site visit documentation, renewals, and other required records.
Track program activity and performance measures and prepares reports regarding applications, permits, complaints, compliance trends, enforcement activity, workload, and other relevant program information.
Identify recurring issues, operational challenges, emerging trends, and opportunities for program improvement and recommends changes to procedures, processes, educational materials, or program requirements.
Develop and maintain program procedures, forms, guidance documents, educational materials, standard correspondence, tracking systems, and other resources necessary for effective program administration.
Work collaboratively with administrative support staff to ensure timely application intake, accurate recordkeeping, responsive customer service, consistent communication, and effective workflow management.
Provide information and recommendations to County Administration regarding significant or complex compliance matters, enforcement actions, policy considerations, resource needs, and overall program performance.
Maintain current knowledge of applicable County requirements and relevant trends, practices, and regulatory developments related to short-term rentals and local government administration.
Represent the STR Program at meetings, public forums, or other engagements as assigned and communicates program information clearly and professionally.

Benefits

Two Meritain Aetna health plans to choose from –the County pays 50% to 100% of the premium depending on the plan you choose
HSA plan – the County contributes $1,250 for employee only and $2,500 for employee plus one or more dependents
Telehealth/Teledoc options
Dental, Vision and Prescription drug coverage
Basic and voluntary life coverage
401a retirement plan – employees contribute 4% and the County matches 8%. You are fully vested in five years.
457b deferred comp plans – both pre- and post-tax options available
Paid vacation, sick, 12 holidays, 1 floating holiday
Aflac
wellness programs
EAP
education assistance
employee discounts
uniform allowance