Area Director

The Area Director is the senior operational leader for one or more Pods (PODs) within a region, responsible for the full performance of their portfolio of homes and the teams that support them. This role owns results across Property Management, Field Operations, Maintenance, Housekeeping Support, and shared logistics services, ensuring that each POD operates efficiently, meets service standards, and delivers consistent experiences for guests and homeowners. The Area Director leads POD leaders (PMs, APMs, Field Ops Support Managers, Maintenance Leads, Logistics partners), drives performance against key metrics, and serves as the primary escalation and problem-solving leader for complex operational issues in partnership with the Regional Director. Key Responsibilities POD Leadership & Team Oversight Lead and develop all leaders and teams within assigned POD(s), including Property Managers, Associate Property Managers, Field Operations Support, Maintenance, Housekeeping Support, and shared Logistics functions. Set clear expectations for performance, accountability, and collaboration across service and support roles. Build strong leadership benches through coaching, regular 1:1s, performance reviews, and development planning. Operational Performance & Metrics Own POD-level performance across key operational and service metrics, including (but not limited to): Guest satisfaction (NPS, reviews, complaint trends) Owner satisfaction and retention indicators Turn readiness and on-time arrivals Work order resolution time and repeat issue rates Inspection quality and standards compliance Cost efficiency and labor productivity Review dashboards and reports regularly to identify trends, gaps, and improvement opportunities. Drive action plans with PMs, Logistics, and Support leaders to improve execution and consistency. Escalation Management & Problem Resolution Serve as the senior escalation point for complex guest, owner, and operational issues that cannot be resolved at the PM or support-manager level. Partner closely with the Regional Director on high-risk situations, systemic issues, staffing challenges, and cross-market resource needs. Lead root-cause analysis and corrective action for recurring failures, service breakdowns, or operational bottlenecks. Cross-Functional & Shared Services Alignment Work in close partnership with Logistics Directors, Coordinators, and shared service teams to ensure POD needs are prioritized and supported effectively. Ensure strong coordination between POD leadership and central functions (Guest Experience, Revenue, Onboarding, HR, Finance, Procurement, Technology). Advocate for POD needs while balancing regional and company-wide priorities. Owner & Portfolio Leadership Maintain senior-level relationships with key homeowners and HOA partners as needed, particularly for escalated concerns or strategic discussions. Ensure homes in the POD meet brand standards for cleanliness, maintenance, safety, and presentation. Support onboarding of new homes and integration into POD operations. Financial & Resource Accountability Own labor planning and budget adherence for assigned PODs in partnership with the Regional Director and Finance. Evaluate staffing models, shared-service utilization, and vendor strategies to improve cost efficiency without sacrificing service quality. Participate in workforce planning, role design, and organizational scaling as the portfolio grows or contracts. Community & Industry Engagement Serve as a visible leader and ambassador for the company in the local community by building relationships with chambers of commerce, tourism boards, city councils, short- term rental associations/committees, HOAs, and key local stakeholders. Represent the company in public forums and industry discussions, stay informed on regulatory and community issues impacting short-term rentals, and help protect and strengthen the company's reputation and long-term license to operate in each market. Skills & Qualifications 5+ years of leadership experience in hospitality, property management, field operations, or a similar multi-site service environment. Proven experience leading managers and cross-functional teams. Strong operational and analytical mindset with the ability to use data to drive decisions and improvements. Strong comfort working in PMS and CRM systems. Comfortable managing complexity, ambiguity, and fast-changing priorities. Excellent communicator who can lead through influence, clarity, and calm under pressure. Willingness and ability to travel within assigned region and support after-hours escalations when required. Workplace Environment & Physical Requirements Hybrid of office, field, and remote work depending on market needs. Regular travel within assigned markets and occasional regional travel. Flexible schedule required to support hospitality operations, including peak periods, weekends, and urgent escalations