Operations Manager

This is not a task-taker role. We're looking for the person who makes everything run without us.

We operate a $2M+ luxury short-term rental portfolio across 12 high-performing properties with 800+ five-star reviews and a 4.96 portfolio rating. As we scale, the founder is stepping back from daily operations and we need a world-class operator to own everything that happens next.

About Tagged Escapes
Tagged Escapes is a fast-growing luxury short-term rental company managing high-performing properties across multiple markets. We're obsessed with three things: five-star guest experiences, strong vendor relationships, and relentless process improvement.

We pair hands-on hospitality with technology and we move fast. If you thrive in high-velocity environments and love making complex operations run like clockwork, this is your role.

The Role
Operations Manager - Full-Time
Compensation: Competitive, open for top 1% talent
Location: Remote (India)
Hours: 10-hour on-call window, 6 days/week, overlapping 9 AM – 9 PM ET

You will own day-to-day operations end-to-end: guest experience, team performance, vendor coordination, owner reporting, and continuous improvement. You'll be the senior operator the founder trusts to run the portfolio independently and the coach who raises the entire team's standard. The founder will remain involved in strategy and growth. Everything operational runs through you.

Core Responsibilities
Guest Operations (~50%)
De-escalate guest complaints with empathy and speed; resolve same-day without escalation
Coordinate cleaners and maintenance vendors; confirm completion via time-stamped photo/video
Track, dispute, and respond to reviews; flag reputation risks early; file damage claims within 14 days of checkout
Maintain a portfolio-wide review rating of 4.96 or higher

Team Leadership (~25%)
Hire, train, and manage operations staff: cleaners, maintenance, runners, and VAs
Review guest communications for quality and tone; coach the team to improve judgment
Lead weekly team calls covering maintenance, operations, reviews, claims, and inventory
Apply the "Who Not How" principle, delegate effectively rather than doing everything yourself

Operations & Systems (~15%)
Keep the Property Wiki accurate and up to date for every listing
Maintain and update the Master Inventory Sheet across all properties
Build, enforce, and continuously improve SOPs in Notion
Identify automation opportunities using Zapier or built-in platform tools
Support property onboarding — smooth handoff from acquisition to guest-ready launch

Must-Have Qualifications
Proven track record managing a multi-property STR portfolio at $2M+ annual revenue
Deep expertise in luxury Airbnb/VRBO operations (you know back-to-backs, gap nights, response-time metrics, and review strategy)
Expert in process design, SOP building, and operational optimization (you fix things before they break)
Strong communicator with high emotional intelligence; comfortable coaching a team and managing up
Tool-stack fluency: OwnerRez, PriceLabs, Airbnb, VRBO, ---------- , Notion, Slack, Google Workspace, RingCentral, Breezeway, Zapier, ---------- , Claude
Flawless written English; confident spoken English on calls
High agency — you spot inefficiencies and eliminate them without being asked

How to Apply?? Your application will only be reviewed after completing all three parts below.
Submit the application form: ---------- /forms/d/e/1FAIpQLSfLAYgrMFXBFbRa-Gr_zNFPGvqEtMR2fkU7aJY1K4XFhWElfw/viewform
Attach one PDF containing your résumé + a one-page cover letter that includes:
A specific guest or operational crisis you solved independently
A metric you improved and exactly how you did it
Record a 2-minute video intro (phone is fine). Tell us: who you are, your proudest STR operations win, and why you thrive in high-velocity environments. Upload as an unlisted YouTube or Loom link and include it in your application.