Hostaway

Operations

• Own end-to-end inbound lead and meeting routing in Salesforce and Chili Piper (Routers/Queues, Inbound Concierge), including round-robin, capacity-based, territory-based, and time-zone rules.
• Maintain fair distribution for AEs and SDRs; define weighting logic, out-of-office (OOO) handling, fallback rules, and exception workflows; audit and correct misroutes.
• Define and enforce lifecycle definitions and SLAs (service-level agreements) across MQL (Marketing Qualified Lead), SAL (Sales Accepted Lead), SQL (Sales Qualified Lead), Opportunity creation, and Demo Completed; ensure data is consistent and reportable.
• Administer Chili Piper calendars, router logic, queues, no-show/rebook flows.
• Build and maintain Sales performance dashboards in Salesforce for routing health, speed-to-lead, demo distribution fairness, meeting-to-opportunity rate, and pipeline coverage.
• Partner with Sales leadership on capacity planning, territories, and coverage; simulate policy changes and quantify impact on conversion and SLA adherence.
• Document processes, SLAs, routing policies, and troubleshooting guides so GTM teams know exactly how leads and demos flow.
• Proactively surface insights that improve speed-to-lead, demo show rate, and win rate.

Sales Operations Administrator

Backend Engineer

• Design and build services that integrate AI into customer-facing features.
• Develop performant and scalable APIs and backend services that connect AI outputs to SaaS functionality.
• Collaborate with product and design teams to create intuitive AI-driven user experiences.
• Partner with platform and integration teams to embed AI into existing systems and workflows.
• Implement observability, monitoring, and error handling for AI services in production.
• Contribute to evolving our AI integration stack (TypeScript SDKs, MCP servers, LLM orchestration).

Sales Operations Administrator

Senior Backend Engineer, AI Integrations