Operations Support Senior Associate

About Extenteam

Extenteam is the AI-driven operations platform for short-term rental property management, headquartered in Miami and founded in 2021. Our platform, Shared Services, handles guest communication and daily operational workflows for 80,000+ properties by pairing an AI orchestration layer with a shared-services team of hospitality-trained specialists, so no guest inquiry goes unanswered, day or night, and no property manager has to staff for the 2am cancellation themselves.

We're industry-only: every workflow, integration, and agent we hire is built around property management specifically, not bolted on from a generalist platform. As we push more of that platform toward AI-led automation and self-serve tools, the software our own Shared Services team works in every day has to keep pace, that's this role.

Our Leadership Philosophy

Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb’s Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture.

To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this link . Understanding this mindset will provide valuable context for how we operate and what we value in our team members.

What This Role Is About:

JOB SUMMARY

Highly organized and proactive professional responsible for managing the scope and delivery of operational tasks and projects to ensure seamless execution across the portfolio. This role plays a key part in maintaining team efficiency by coordinating work, guiding team members, and supporting day-to-day operational needs. Influences operational and tactical decisions within the team, ensures clarity of priorities, and drives consistency in execution. This individual is a key resource for problem-solving and process improvement, helping the team operate effectively and efficiently.

Your Main Responsibilities:

Program & Project Coordination

• Manage the scope, timelines, and delivery of tasks and projects to ensure smooth execution
• Coordinate day-to-day activities across team members to maintain workflow and meet deadlines
• Monitor progress and address issues to keep work on track
• Ensure alignment between assigned work and team priorities

Operational Decision-Making

• Influence operational and tactical decisions within the team to support effective execution
• Make informed decisions on task prioritization, workflow management, and issue resolution
• Escalate complex or high-impact issues as appropriate

Communication & Coordination

• Communicate tasks, priorities, and updates clearly to ensure team understanding
• Facilitate coordination across team members and stakeholders
• Ensure follow-through on deliverables and commitments

Process Improvement & Efficiency

• Identify operational challenges, inefficiencies, and gaps in workflows
• Propose actionable solutions to improve team efficiency and execution
• Support implementation of process improvements in partnership with leadership

Data & Reporting Oversight

• Ensure accuracy of trackers, reports, and system data
• Monitor outputs and flag inconsistencies or risks
• Support reporting needs and data validation efforts

Process Improvement

• Identify workflow inefficiencies and recommend improvements.
• Maintain and update processes, templates, and documentation.
• Implement solutions that improve efficiency, consistency, and scalability.

Quality & Accountability

• Deliver accurate, high-quality work with minimal oversight.
• Consistently meet deadlines and manage competing priorities.
• Demonstrate ownership from project initiation through completion.
• Propose actionable solutions to improve team efficiency and execution
• Support implementation of process improvements in partnership with leadership

Unwind Program Management

• Manage program offboarding activities from planning through completion.
• Coordinate vendors, stakeholders, communications and key deliverables.
• Ensure compliance with contract requirements and termination obligations.
• Track timelines, risks, and project status to support successful execution.

Success Indicators

• Projects completed on schedule and in compliance with contract terms.
• Accurate and timely stakeholder communications.
• Minimal operational disruption during service transitions.

Core Expectation:

Serve as the operational owner of ancillary service programs, ensuring accurate execution of portfolio activities, data integrity, vendor management, and continuous process improvement.

What We’re Looking For:

• Candidate must have proven track record of providing high quality work, support and completing tasks.
• Senior Assistant / Lead (5+ years)
• Complete process ownership, acts as a system administrator, and offers structural recommendations.

Technical Requirements:

• Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
• i5 11th Gen or higher
• Windows 11 / MacOS Catalina or higher
• Minimum of 8 GB RAM
• Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
• Back-ups in case of power or internet provider interruptions
• Good headset and webcam (preferably noise-canceling headset)

Why You’ll Love Working with Us:

• Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities.
• Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.
• Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.
• HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.