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Remote Operations Lead

Via Luxury Rentals
1 day ago
Full-time
Remote
United States
$100,000 - $100,000 USD monthly

Introduction - Luxury STR Hospitality

We are a luxury property management business located in Austin, TX focused on managing premier short term rentals with a goal of eventually creating one of the largest luxury brands in the US.

We currently manage 10 luxury properties and are on an aggressive growth trajectory, with plans to scale to 20+ properties by the end of 2026. Our portfolio is trending toward approximately $100,000 per month in gross rental revenue, operating in a premium hospitality environment where consistency, responsiveness, organization, and operational excellence are essential. 

We’re looking for an exceptional Operations Lead based in South Africa who shares that ambition. We want an A-player who can spearhead our remote operations, triage and strengthen existing vendor relationships, and proactively find and build new vendor partnerships across the home services and trades sector.

We are looking for an exceptional Remote Operations Lead in South Africa to become the air traffic controller of our day-to-day operations.

The Role

Think of this role as a Chief of Staff to our Head of Operations, with regular interaction with our CEO & COO.

This is an individual contributor role requiring management-level experience and judgment. You will not initially have a large team reporting to you. Instead, we need someone capable of taking ownership, making decisions, coordinating multiple stakeholders, and helping build the systems and SOPs that future team members will follow.

You will sit at the center of our operation, ensuring guests are taken care of, vendors know where they need to be, properties are ready for arrivals, tasks do not fall through the cracks, and leadership has visibility into anything that requires attention.

This is not a passive administrative role. We are looking for someone who thrives on urgency, accountability, problem solving, and getting things done. Within your first 90 days, you should be asking us regularly - what else can I take off of your plate?

Duties & Responsibilities

What You’ll Own

Daily Operations & Guest Experience

  • Air Traffic Control: Coordinate guests, owners, vendors, properties, and internal tasks so nothing falls through the cracks.

  • 5-10-Minute SLA: Maintain a response time of 10 minutes or less during working hours. Respond and take action, rather than simply acknowledging messages. 

  • Daily Readiness: Monitor arrivals, departures, cleaning assignments, open guest issues, property readiness, and upcoming reservations.

  • Guest Escalations: Resolve issues quickly and professionally before they impact the guest experience or reviews.

  • Phone Coverage: Confidently field calls from U.S. guests, owners, and vendors when a conversation will solve something faster.

  • Follow-Through: Ensure every unresolved issue has a clear owner, next step, and deadline.

 

Vendor & Property Operations

  • Vendor Coordination: Schedule and manage cleaners, maintenance technicians, pool professionals, landscapers, handymen, and other home-service vendors.

  • Vendor Development: Proactively source, vet, and build relationships with new vendors as our portfolio grows.

  • Triage: Troubleshoot maintenance and property issues, determine urgency, deploy the right resources, and follow through to resolution.

  • Quality Control: Track vendor pricing, responsiveness, notes, and performance.

  • Proactive Prevention: Identify and resolve issues before they become guest-facing whenever possible. This is a central expectation of the role. 

 

Systems, SOPs & AI

  • Build for Scale: Turn recurring operational situations into clear SOPs, checklists, workflows, and training materials.

  • Process Improvement: Identify bottlenecks and proactively recommend better ways of working.

  • Operational Tracking: Maintain ClickUp, Breezeway, vendor trackers, maintenance logs, and other operational systems.

  • AI & Automation: Use ChatGPT, Claude, Gemini, and similar tools daily to improve productivity, solve problems, document processes, and automate repetitive work.

  • Technology: Become highly proficient with our stack, including Hospitable, Slack, Quo, Notion, ClickUp, Breezeway, PriceLabs, Claude, Google Workspace, and QuickBooks.

Desired Experience & Qualification

Who This Role Is For

 You may be an exceptional fit if you:

  • Have Management Experience: You bring management-level judgment and experience, while being excited to operate as a hands-on individual contributor.

  • Are an Operator at Heart: You love task management, organization, problem solving, and bringing order to complexity.

  • Have a Strong Work Ethic: You take pride in being dependable and following through.

  • Operate With Urgency: You understand that small hospitality problems can quickly become big ones.

  • Take Ownership: You do not consider something complete because you sent a message or assigned a task. You follow through until it is resolved.

  • Are Proactive & Resourceful: You anticipate needs, solve problems independently, and find Plan B when Plan A fails.

  • Communicate Exceptionally Well: You have excellent written and spoken English and are highly comfortable on the phone.

  • Prioritize Under Pressure: You can have multiple urgent issues happening simultaneously and quickly determine what matters most.

  • Think in Systems: You naturally turn recurring problems into better processes and SOPs.

  • Are AI-Fluent: AI is already part of your daily workflow, not something you’re just beginning to explore.

  • Thrive in a Startup: You are energized by high expectations, rapid growth, changing priorities, and having an outsized impact.

  • Are Ambitious: You want to help build one of the premier luxury property management companies in the U.S.

Our operating principles are simple: Act Like an Owner. Communication Is Oxygen. Be Resourceful. Sweat the Details. Seek Growth. 

Via Luxury Rentals - Operations Daily Playbook.pdf

Preferred Qualifications

  • Experience in operations leadership, hospitality, property management, STRs, chief of staff, or a similarly fast-paced environment.

  • Experience managing people, projects, or complex operations.

  • Experience coordinating vendors across cleaning, maintenance, landscaping, or other home trades.

  • Experience building SOPs, workflows, or training materials.

  • Hands-on experience with Hospitable is highly preferred.

  • Experience with ClickUp, Breezeway, Slack, Notion, QuickBooks, PriceLabs, or similar tools.

  • Demonstrated use of AI and automation to improve business processes.

  • Spanish fluency is a plus.

What Success Looks Like Within 90 Days

  • Guest, vendor, and owner communication SLAs are consistently met.

  • Day-to-day operations run smoothly with minimal leadership intervention.

  • Every operational issue has clear ownership, follow-through, and visibility.

  • Vendor coordination is reliable and a stronger bench of vetted vendors is being built.

  • Core SOPs and workflows are documented and actively used.

  • Problems are increasingly identified before they become guest-facing.

  • AI and automation are creating measurable time savings and operational improvements.

  • Our Head of Operations and CEO can increasingly focus on higher-level priorities because they are confident the operational machine is running. 

Package & Remuneration

Compensation & Opportunity

This role should feel more like a career opportunity than an hourly operations position:

  • Competitive Compensation: Strong market-based compensation, commensurate with experience and capabilities.
  • Full-Time Role: 30-40 hours/week, aligned with U.S. operating hours and peak guest needs.
  • Commission potential: scheduling 
  • High-Impact Position: Work directly with our Head of Operations and maintain regular touchpoints with the CEO & COO.
  • Growth Opportunity: This role is designed to grow in responsibility as we scale from 10 to 20+ luxury properties and continue building our operations team.
  • Meaningful Ownership: Help shape the SOPs, systems, technology, AI workflows, and operating standards that will become the foundation for future hires.
  • Long-Term Opportunity: We are looking for someone who wants to grow with the company and become a key member of our operations organization.

Interested?