Senior Manager, Guest Experience Operations

Extenteam

Senior Manager leading guest experience operations for Extenteam's AI-driven platform, managing teams and enhancing service delivery across property management communications.

Posted 7/23/2026full-timeFlorida • 🇺🇸 United StatesSenior💰 $70,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing teams and developing operational managers, with a focus on client relationship management and service delivery in the property management sector. Proven ability to translate client needs into actionable processes and enhance guest experiences through effective communication and operational strategies.

Highest-signal resume keywords

Team ManagementClient Relationship ManagementOperational Strategy DevelopmentEscalation HandlingCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA DeliveryOnboarding PlaybooksGuest CommunicationOperational Health MonitoringProcess Translation

Soft Skills

CoachingCommunicationProblem-SolvingRelationship Building

Tools & Technologies

GuestyHostawayOwnerRez

Industry Keywords

Short-Term RentalVacation RentalProperty ManagementClient EscalationsQuality Assurance

About the role

Key responsibilities & impact

Direct management of our team
Development of Team Leads into stronger operational managers. Weekly 1:1s, structured coaching, real career growth.
Daily execution and SLA delivery across all three sub-teams
Voice of the property manager inside Extenteam. Translating client needs into agent SOPs, KB content, and product feedback
Top-tier client escalations across our enterprise and portfolio accounts
Client operational health. Relationships, SLAs,reviews with clients
Onboarding playbooks for new PM clients across different tech stacks (Guesty, Hostaway, OwnerRez, and others)
Quality of the guest experience delivered by our agents
Partnership with our internal builder team to translate operational pain points into shipped tooling
Expansion of Shared Services into new offerings (owner communication, review management, and future service lines) as the operation scales

Requirements

What you’ll need

5+ years in short-term rental, vacation rental, or property management
Directly managed a team of guest communication agents (messaging, calls, or both)
Track record of developing agents and coordinators into managers
Personally handled owner escalations and guest complaints
Willingness to work hard when the operation demands it.

Benefits

Comp & perks

Equity
Professional development