Head of Shared Services Operations

About the role

Extenteam is an AI-driven operations platform for short-term rental property managers. We handle guest communication and daily workflows for over 80,000 properties through a proprietary platform (Tailwind) that combines AI automation (Autopilot AI) with human-in-the-loop oversight. We are headquartered in Miami with our Shared Services team based in Manila.

What You Will Own

• The Shared Services operation across three sub-teams
• SLA delivery across text and voice channels
• Enterprise client relationships at the operational layer
• AI Autopilot deflection performance
• Daily ops, scheduling, QA, knowledge base, and client escalations
• A direct relationship with the Contact Center Manager and Team Leads

What You Will Build

• Anomaly detector for AI replies violating OTA platform rules
• A daily QA sampling tool for scoring AI and agent responses
• A scheduling model matching agent shifts to guest volume curves
• A live operational dashboard integrating data from internal platforms and third-party services
• A prompt evaluation framework tracking AI deflection accuracy
• A capacity planning model for staffing scenarios

What This Role Is Not

• A strategy or PMO role
• A customer-facing platform engineering role
• A manager-of-managers role
• A "hire 20 people to fix this" role

Required Experience

• 5+ years of operations leadership at a tech-enabled service business
• Direct ownership of a customer-facing service operation with measurable SLA, CSAT, or cost metrics
• Short-term rental, hospitality, or property management operations
• AI or automation deployed in a live customer-facing operation, with hands-on diagnostic experience when it broke
• Experience leading distributed teams

Required Technical Skills

• Hands-on with at least one of the following stacks, ideally several:
• Agentic coding tools used in production: Claude Code, Cursor, Replit Agent, or similar, not just for personal projects
• Workflow automation platforms: n8n, Zapier, Make, or Pipedream
• Scripting: Python or SQL at a working level, able to write and debug your own queries and scripts
• Prompt engineering: Designing, evaluating, and iterating on production AI agent prompts

Strongly Preferred

• Direct experience with Guesty, Hostaway, OwnerRez, or comparable platforms
• AI deployment in a guest-facing or customer-facing context

Compensation

$130,000 to $160,000 base plus equity, based on experience.

Location

US Remote. Quarterly travel to Miami headquarters required.