Head of Operations – AirBNB/ STR Foundational Ops Lead (Full-Time)

Company: Superhost USA (Short-Term Rental Management)

Location: Remote (Philippines preferred)

Employment Type: Full-Time, Exclusive (No freelancing or other commitments)

About the Role

Superhost USA is a growing short-term rental management company preparing for its next phase of scale. We are building out a sales team and onboarding new properties, and we are looking for a Head of Operations / Operations Lead to help lay the foundation that will support clean, sustainable growth.

This is not a traditional VA role and not a freelance position. We are looking for someone who wants to build long-term, take ownership, and grow into a senior leadership role as the company scales.

Right now, daily operational volume is manageable. That is intentional. This role exists to build systems, SOPs, and structure before scale, while also covering day-to-day operations as needed.

What You Will Own

Core Operations (Day-to-Day)

Guest communication and issue resolution

Cleaner and maintenance coordination

Handling last-minute issues, cancellations, and escalations

Airbnb case management, reimbursements, and review protection

Ensuring smooth check-ins, check-outs, and turnovers

Foundation & Systems (High Priority)

Build and document SOPs for all operational workflows

Create escalation frameworks and decision trees

Design cleaner and vendor processes

Prepare onboarding workflows for new properties

Build operational structure that supports future hires

Scale Preparation

Assist with hiring pipelines (cleaners, future VAs)

Help interview and screen candidates (final decisions remain with owner initially)

Identify operational risks before they become problems

Gradually take on more ownership as volume increases

What We Are Looking For

This role is for you only if:

You want a full-time, exclusive role (no freelancing, no multiple clients)

You think in systems, not just tasks

You are calm, structured, and decisive under pressure

You are comfortable building from scratch

You take ownership and don’t need hand-holding

Required Experience

2+ years in short-term rental or property management operations

Strong experience with Airbnb (case handling, policies, reimbursements)

Experience coordinating cleaners and maintenance vendors

SOP creation and process documentation experience

Comfortable using tools like PMS platforms, task trackers, and shared docs

Nice to Have (Not Required):

Team lead or supervisory experience

Exposure to PriceLabs or revenue tools (not required to be an expert)

Experience onboarding properties into PMS/OTAs

What This Role Is NOT

Not a freelance or part-time role

Not a pure guest messaging VA

Not a temporary gig

Not revenue-only or sales-focused

Compensation & Growth

Initial compensation will reflect current operational volume

Clear, objective-based growth path

Compensation and authority increase as:

Property count grows

Team size expands

Operational complexity increases

We believe in earning into leadership, not empty titles.

How to Apply (IMPORTANT)

To apply, please include:

A short summary of your STR operations experience

An example of a system or SOP you have built

Confirmation that you are seeking a full-time, exclusive role

Your expected monthly compensation range

Applications that do not follow these instructions will not be considered.

If you’re looking to build something long-term, reduce chaos, and grow into a true operations leadership role, we’d love to hear from you.