About Divergent Estates
We are a fast-growing short-term rental co-hosting / property management company managing ~60 properties across multiple U.S. markets.
We run a high-output, remote operations team using strong SOPs, clear systems, and high accountability.
We’re looking for a high-level Operations Leader to run day-to-day execution across the portfolio and help us scale smoothly to 75+ properties now, and 100+ properties next.
Role Summary (What You’ll Own)
You are the operational “quarterback” of the company.
Your job is to make sure:
✅ the team executes
✅ issues get resolved fast
✅ quality stays high
✅ problems don’t repeat
✅ the owner (Nick) is NOT pulled into daily fires
This is a leadership role — not a basic VA position.
✅ Key Responsibilities
Operations Leadership & Execution
Own daily operations across the full STR portfolio (60+ properties)
Run the day-to-day workflow so nothing falls through the cracks
Keep tasks organized, tracked, and closed-loop (open → solved → documented)
Escalations & Problem Solving (Tier 2)
Handle escalated guest issues (maintenance emergencies, refunds, complaints, complex situations)
Make judgment calls using SOP + common sense + guest experience standards
Protect guest reviews and reduce refund leakage
Vendor + Turnover Accountability
Support the Maintenance Coordinator + Turnover Coordinator when issues arise
Ensure vendors respond quickly and fixes are verified
Identify repeat maintenance issues and push preventative solutions
Quality Control + Repeat Issue Reduction
Monitor recurring guest complaints and fix root causes
Improve SOPs and workflows to prevent the same problems from happening again
Review low reviews and create corrective action plans
Team Management + Accountability
Manage performance for the remote team (speed, quality, ownership)
Coach team members and reinforce standards
Identify weak points, recommend shifts, and help hire as we grow
Reporting + Communication
Maintain weekly scorecard reporting (KPIs + trends)
Keep leadership updated with clear summaries (what happened, what’s solved, what needs attention)
What Success Looks Like (Your Scorecard)
You’ll be measured on outcomes — not activity.
✅ Guest Experience
Higher review consistency
Fewer guest complaints
Cleaner communication quality
✅ Speed & Resolution
Faster time-to-resolution on issues
Fewer unresolved tickets aging past 48 hours
✅ Operational Control
Less repeat issues across the same property
Turnovers are smooth and consistent
Vendor follow-through improves
KPIs We Track (Examples)
⏱️ Avg issue resolution time (by severity)
Open ticket aging (how many - 48 hours)
⭐ Review score trend + % of 5-star stays
Repeat issue rate (same issue happening again)
Cleaning defect rate / re-clean frequency
Refund & compensation leakage tracking
✅ Required Experience / Skills
2+ years in STR operations, hospitality ops, or property management
Strong decision-making under pressure
Excellent written English (clear, confident, professional)
Highly organized + systems-driven
Able to lead a remote team with accountability
Calm and composed when things go wrong
Naturally proactive: you don’t wait to be told what to do
Tools You Should Be Comfortable With
(You don’t need every single one, but you must be tech-capable)
✅ Preferred / Strong Bonus:
Hostaway (PMS)
Breezeway (turnovers & tasks)
Slack
Google Drive / Docs / Sheets
Asana or task management tools
Hours & Availability
45-60 hours/week
Must overlap with CST business hours starting at 9am
Pay
Competitive depending on experience and performance
Opportunity for performance-based bonus after ramp-up
⏳ Ramp-Up Expectations
First 7 days: learn systems, SOPs, and escalation workflows
First 14 days: actively running day-to-day with support
First 30 days: fully owning operations + improving weak points
Apply Now
Apply Now