Director of Operations - Short-Term Rentals InnkeeperBNB Management Draper, UT Job Details Full-time $70,000 - $90,000 a year 4 hours ago Benefits Flexible schedule Qualifications Vendor relationship building Managing commercial facilities cleaning teams Operational analysis Property management tools Property supervision Pricing analysis experience within hospitality industry Incident Escalation Managing property portfolios Managing real estate teams Managing facilities maintenance Vendor relationship management Guest services software Scalability Portfolio management Hotel and accommodations guest complaints handling Root cause analysis Yield management Vacation properties Escalation handling Process management Full Job Description InnkeeperBNB Management is looking for an experienced Director of Operations to take ownership of the day-to-day operations of our growing short-term rental portfolio. This is a leadership position—not an entry-level STR role or an operations assistant position. We are specifically looking for someone who already has significant experience in professional short-term rental management and understands the complexities of operating a large portfolio. We don't want to teach someone how Airbnb, Vrbo, dynamic pricing, guest communication, turnovers, maintenance coordination, or STR property management software work. We want someone who can step into an established company, quickly understand how we operate, take ownership of the operation, and make it better. The Mission Your primary responsibility is simple: Build and run an operation that does not require constant involvement from the owners. You'll have the authority and responsibility to make operational decisions, manage the team, solve problems, improve systems, and ensure our properties consistently operate at a high level. Rather than escalating routine decisions to ownership, we expect you to develop systems and make decisions independently. When problems occur, our ideal communication looks more like: "Here's what happened, here's how we handled it, and here's what we're changing so it doesn't happen again." What You'll OwnPortfolio Operations Oversee day-to-day operations across our short-term rental portfolio Ensure properties are guest-ready and operationally performing Oversee turnovers, maintenance, inspections, supplies, and property readiness Manage operational emergencies and escalations Identify recurring property issues and implement long-term solutions Oversee new-property onboarding and launches Guest Experience Oversee guest communication and service standards Manage escalated guest situations Improve systems that prevent guest issues before they occur Monitor reviews, complaints, refunds, and recurring friction points Maintain excellent response and resolution standards Team & Vendor Management Lead and manage our operations team Establish clear roles, expectations, and accountability Manage cleaner, maintenance, and vendor performance Build redundancy into critical vendor relationships Coach team members and address performance issues Determine when additional staffing or resources are needed Systems & Process Improvement This is a major component of the position. We don't just want someone to operate our existing systems—we want someone who continually improves them. You'll be responsible for: Auditing current operational processes Improving PMS workflows and automations Creating and maintaining SOPs Eliminating unnecessary manual work Identifying recurring operational problems and solving the root cause Developing quality-control systems Creating clear escalation procedures Improving communication between departments Building scalable systems as the portfolio grows Revenue & Pricing Oversight You will not necessarily be the company's primary revenue manager, but you should be highly comfortable with STR revenue management.

You should understand:

Dynamic pricing PriceLabs or comparable pricing software Occupancy and ADR Minimum-stay strategies Last-minute pricing Seasonal pricing Booking pace Revenue performance You'll work alongside our pricing resources and should be capable of identifying unusual performance or pricing issues and asking the right questions. Owner Experience Oversee operational communication with property owners Proactively communicate significant property issues Ensure owner concerns are resolved quickly Help maintain strong owner retention Ensure owners feel their properties are being professionally managed without requiring constant involvement Who We're Looking For We're looking for someone who has already done this. Required Experience 3+ years of professional short-term rental or vacation-rental management experience Experience managing operations across a sizable multi-property portfolio Strong working knowledge of Airbnb and Vrbo Experience with STR property-management software such as Hostaway, Guesty, Streamline, or similar Experience with dynamic-pricing software such as PriceLabs Experience managing cleaners, maintenance vendors, and operational teams Experience handling complex guest situations and escalations Strong understanding of STR turnovers, maintenance, inspections, and property readiness Strong written and verbal communication Proven ability to make independent decisions Strongly Preferred Experience overseeing 50+ STR properties Experience overseeing a portfolio approaching or exceeding 100 properties Hostaway experience PriceLabs experience Experience managing remote or distributed teams Experience building SOPs and operational systems Experience with owner relations Experience onboarding and launching new STR properties Experience using operational KPIs to manage team performance The Person Who Will Thrive Here You're someone who naturally takes ownership. When you see a recurring problem, you don't just solve it again—you figure out why it keeps happening and build a system to prevent it. You're comfortable making decisions without needing constant approval. You know when something truly needs to be escalated and when it doesn't. You can move quickly when a guest is checking in in 30 minutes, but you're equally comfortable stepping back afterward and figuring out how to prevent the same emergency next time. You enjoy creating order out of complexity. And most importantly, you're excited by the opportunity to take an established STR operation and make it significantly better. What Success Looks LikeFirst 30 Days Learn our portfolio, people, properties, technology, standards, and current processes. Identify the biggest operational bottlenecks and opportunities for improvement. 60-90 Days Begin taking primary ownership of daily operations. Implement improvements to workflows, communication, accountability, and operational systems. Reduce the number of routine operational decisions reaching ownership. 6 Months The operations department functions independently. The team knows who owns what. Recurring problems have systems behind them. Property and guest issues are resolved quickly. Operational performance is measurable. Ownership is primarily involved in strategic decisions rather than daily operational decisions. Compensation $80,000-$90,000 annual base salary , depending on experience. Additional performance-based compensation of up to $10,000 annually based on mutually agreed-upon operational KPIs. Potential KPIs may include guest experience, property quality, owner retention, operational response and resolution, team performance, and successful implementation of operational improvements.

Target total compensation:

up to $100,000 annually. Why This Role This is an opportunity to do more than manage a task list. You'll have significant ownership over how the company operates and the ability to build systems, lead a team, solve meaningful problems, and directly influence the next stage of the company's growth. We're looking for someone who wants to own the operation—not simply work in it.

Pay:

$70,000.00 - $90,000.00 per year

Benefits:

Flexible schedule

Work Location:

Hybrid remote in Draper, UT 84020