Operations Manager - Vacation Rental Guest Operations (Remote, Full-Time)

We manage a portfolio of vacation rental properties across Tennessee and Texas (Smoky Mountains, Nashville, and the Texas Hill Country) and are hiring a full-time, remote Operations Manager to lead our guest-operations team.

This is a leadership role, not an entry-level VA seat. You will own day-to-day guest communications, i ---------- response, maintenance and vendor coordination, and a small remote team.

What you'll own:

• Own guest threads end-to-end across every channel (Airbnb, VRBO, ---------- , and our PMS) so no guest question sits unanswered because it landed on a channel someone forgot to check
• Triage and dispatch maintenance issues (hot tub outages, lockouts, cleanliness complaints), including remote troubleshooting before sending a technician
• Run structured shift handoffs so pending issues, arrivals, and escalations never get dropped between shifts
• Enforce evidence discipline: photo or video proof before closing a maintenance ticket, before-and-after documentation for turnovers, real confirmation before marking anything resolved
• Handle compensation and refund requests within policy, same day, with a clear line on what you can d ---------- yourself versus what needs approval
• Manage and coach a small team of guest-communication VAs
• Report honestly, including when a metric looks good but the underlying situation is not

What we're looking for:

• Real vacation rental / short-term rental operations experience, not just general VA or customer service background
• Experience with a property management system (Hostfully, Guesty, Hospitable, or similar) and OTA channels (Airbnb, VRBO, ---------- )
• Someone who verifies before reporting something as done, with photos, guest confirmation, or a system check, not just an assumption
• Strong written English and comfort leading a remote team
• Available for US business-hours overlap (Eastern or Central time)

To apply, please include in writing:
1. A specific i ---------- from your experience, not a general description of your duties - a real situation, what happened, what you did, and what you changed afterward so it would not happen again
2. Your experience with the specific PMS/OTA tools listed above
3. A short (2-3 minute) video introducing yourself and walking through the i ---------- above in your own words

Applications without the video will not be reviewed.