Senior Airbnb Operations Manager (Part-Time, Hostaway)

We are seeking an experienced Airbnb Operations Manager to support our growing short-term rental business. This position will begin part-time and has the potential to grow into a full-time role if we d ---------- it is needed..

We currently have five high-end short-term rental properties located in North Carolina and California. Our guests expect exceptional service, fast communication, and prompt issue resolution.

This is NOT an entry-level position. We strongly prefer candidates who have worked for Airbnb in Tier 2 Support, Senior Support, Trust & Safety, Escalations, Claims, Case Management, or a similar role. We are looking for someone who understands Airbnb’s systems, policies, and internal processes at an advanced level and can confidently navigate complex guest, claim, and support situations.

Because we operate hospitality businesses, some evening and weekend availability is required. Guest issues do not always occur during standard business hours, and we are looking for someone who can provide responsive support when needed.

We value organization, ownership, follow-through, urgency, and proactive communication more than speed.

Responsibilities

* Responding to guest inquiries and issues promptly, ideally within minutes whenever possible during working hours
* Guest communication before, during, and after stays
* Managing reservations in Hostaway
* Coordinating cleaners and maintenance vendors
* Managing Airbnb Resolution Center cases from initial submission through escalation, follow-up, and final resolution
* Managing Airbnb damage claims from documentation and submission through final resolution and payment
* Escalating cases with Airbnb Support and following up persistently until the desired outcome is achieved
* Preparing and submitting requests for Airbnb review removals when reviews violate Airbnb policies
* Following up on maintenance, guest, and operational issues until fully resolved
* Keeping tasks organized and updated in Asana
* Communicating proactively with tea ---------- mbers through Slack
* Identifying potential issues before they become problems
* Maintaining clear documentation of actions taken, outstanding issues, and next steps
* Independently managing issues from start to finish without constant supervision

Requirements

You must have:

* Significant Airbnb rental operations experience
* Extensive Hostaway experience
* Experience handling Airbnb Resolution Center cases
* Experience escalating cases with Airbnb Support and following them through to resolution
* Experience managing Airbnb damage claims
* Experience coordinating cleaners and maintenance vendors
* Excellent written English
* Strong organizational skills
* Experience using task management software such as Asana
* Excellent communication skills
* A habit of proactively updating tea ---------- mbers and documenting work
* Strong attention to detail and persistence when managing unresolved issues

Strong Preference

We would especially like to hear from candidates who have:

* Worked for Airbnb in Tier 2 Support, Senior Support, Trust & Safety, Escalations, Claims, Case Management, Community Support, or a similar role
* Worked for a vacation rental management company
* Managed multiple Airbnb properties simultaneously

To Apply

Please answer the following questions without the use of AI:

1. Describe your Airbnb and short-term rental operations experience. Please include number of yours, your level of experience with Hostaway.

2. What is the most complex Airbnb issue you personally handled from start to finish?
(Examples: Resolution Center case, damage claim, guest dispute, review removal, Trust & Safety issue, etc.)

3. What hours are you generally available, including evenings and weekends?

4. Do you understand if this is a part-time role, with potential to lead to a full-time role if needed?

5. If you have worked at AirBnB, what was your job role title and for how long did you work there?

Please begin your application with:

“I am an experienced Airbnb operations professional.”

Applications that do not follow the instructions above will not be considered.