Director of Operations / Portfolio Manager (Short-Term Rental Co-Hosting) – Remote | 60+ Properties
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 tot his job