Program Manager, Operations

About Our Client

The company is a branded, tech-enabled property management company for premium vacation rental homes in top-tier leisure destinations​. The company curates a select network of large, premium vacation homes that provide guests with more consistency in quality and service, yet more diversity in experiences. Our client is raising the bar for the $100+ billion growing STR industry.

What they are looking for

Our client is looking for an experienced Program Manager to lead critical business functions within the Operations team. The role involves analyzing root causes, developing solutions, executing strategic initiatives, and managing a team of remote managers. Responsibilities include mentorship, hiring, performance management, and professional development.

The ideal candidate has a track record of optimizing operations, designing efficient processes and workflows, and implementing technological automations. They should be strategic yet detail-oriented, capable of prioritizing high-impact tasks, and skilled at stakeholder communication and collaboration to drive results.

What you’ll do

• Directly manage several managers, providing coaching, direction, and accountability while maintaining your own individual contributions
• Drive initiatives from end-to-end by collaborating closely with Leadership as well as stakeholders across Sales, Product, Revenue Management, Finance, and other groups
• Deeply embed yourself in customer-facing teams to become an expert in their current workflows, tooling, automation, and data collection to develop a clear assessment of their efficacy
• Establish, develop, and/or improve customer-facing functions within the post-sales go-to-market strategy to better serve customers
• Synthesize quantitative and qualitative data to unearth root causes from which you will identify and lead critical operational projects for teams to achieve excellent outcomes
• Develop and execute strategies to enhance customer acquisition, onboarding, retention, value expansion, and satisfaction
• Create and implement new workflows, SOPs, reporting, automations, and tech/tooling solutions for customers and internal teams directly impacting their effectiveness
• Use data to make informed resource allocation decisions, determining high-impact short-term projects while continuing to keep sight of and progress toward longer-term goals and objectives

What you’ll bring

• A minimum of 5 years of operations or program management experience in a high-growth environment, consulting, or business operations. Prior exposure to customer-facing teams and Vacation Rental businesses is highly preferred
• Previous experience leading initiatives and driving cross-functional outcomes, with some exposure to people management in a project or coaching capacity
• Deep understanding of customer needs and a commitment to delivering exceptional customer experiences
• Metrics-driven and results-oriented, constantly striving to exceed targets and deliver exceptional customer experiences
• Analytical mindset and fluency with numbers, transforming data into actionable insights using advanced Excel/Google Sheets skills such as pivot tables and lookups
• A creative problem solver, adept at removing obstacles and finding solutions to key business challenges
• Exceptional stakeholder and project management skills, effectively influencing and managing expectations with senior management and cross-functional teams
• Outstanding verbal and written communication skills, with the ability to influence business decisions
• Experience with business insights, data visualization, and dashboarding tools such as Tableau, Sigma is a plus
• Passion for leadership and developing talent, with the ability to build a strong, engaged, and high-performing team

Perks and Benefits

• Health, Dental, and Vision Benefits
• Unlimited Paid Time Off
• Regular company retreats and offsite meetings
• Work-from-home flexibility
• Company stock options