Senior Vice President of Operations

Location: Remote (U.S. based)

Team: Operations

Reports to: CEO

About the Role

As Senior Vice President of Operations, you will lead the operational performance and guest experience across Kasa’s fast-growing portfolio of 85+ properties across the U.S., with aspirations to expand globally. This executive role is crucial to Kasa’s success and will directly report to the CEO and interface with the Board of Directors. The SVP will oversee both our regional operations model (East, South, West) and centralized operational systems, bringing together strategy, people, technology, and on-site execution to drive guest satisfaction, operational excellence, and property-level profitability.

Our regional operations model empowers P&L Owners - Kasa’s version of GMs - with full ownership of performance at the property level. They leverage centralized Kasa services (e.g., AI-driven guest support, revenue management, owner reporting, and repair coordination) to maximize outcomes. Your role is to ensure the operating model delivers exceptional results, regardless of whether the solution is centralized, decentralized, or hybrid. That means putting the right talent in place, deploying effective playbooks, and maintaining clear accountability to drive consistent, high-performance outcomes.

This is a hands-on role. You’ll be on-site often, walking properties, working alongside teams, evaluating spaces, and diagnosing what’s working and what isn’t. You’ll need to combine strong instincts with data, the wisdom of legacy hospitality with an embrace of technology and AI.

Your Impact

Portfolio Performance & Guest Experience

• Drive operational performance across Kasa’s 85+ properties, scaling to 200+ and beyond.
• Set and execute property level business plans to deliver aggressive goals around Net Operating Income (NOI), guest review scores, and owner satisfaction.
• Uplevel the on-site experience- visually, functionally, and culturally - so our properties deliver an end to end customer promise that is both recognizable and beloved.
• Own quality assurance across the portfolio, ensuring excellence in cleanliness, repair response, check-in readiness, and physical maintenance.
• Use data to identify and address the root causes of both systemic and local issues, distinguishing between one-off problems and broader patterns.
• Train regional and property-level teams to adopt the same analytical mindset, and leverage data not just for diagnostics, but to track, measure, and report on improvements over time.

Team & Talent Leadership

• Hire, develop, and inspire a high-performing on-site operations team across three U.S. regions, with 10+ P&L Owners, and 170+ total team members and growing.
• Build and deploy rigorous training programs to onboard, upskill, and assess on-property talent.
• Create systems to evaluate talent, identify underperformance early, and drive continuous improvement across every level of the on-site org.
• Instill a culture of performance, integrity, and Fearless Feedback that permeates every Kasa property.

Systems Thinking & Central Operations

• Oversee Kasa’s centralized operations functions (e.g., centralized housekeeping, maintenance coordination, customer service systems, People Ops, root cause analysis) to ensure consistency and leverage at scale.
• Drive innovation in operational systems, including partnering with our Tech & Product org to implement AI-powered tools that reduce cost and increase speed and accuracy.
• Translate qualitative property feedback into quantitative system upgrades and vice versa.
• Make Root Cause-level improvements to the operating system: not just treating symptoms, but addressing core issues in ways that drive lasting, systematic progress. Build and evolve a system that is scalable, self-sustaining, and continuously improving.

On-Site-First Leadership

• Spend significant time on the ground across the country. Your default work environment should be a Kasa property, whether it’s speaking to a housekeeper, inspecting a repair job, or helping train a new P&L Owner.
  • A core challenge of this role is the ability to zoom in to understand day-to-day realities at the property level, while also zooming out to architect and continuously improve the systems that drive performance across the entire portfolio in a scalable, enduring way.
• Own and evaluate the physical environment of our properties. Have the instincts and taste to know what “good looks like” from a guest’s point of view, and talent point of view and the operational skills to make it happen.
• Understand and activate non-room revenue strategies (e.g., café, retail, F&B, and event space) where applicable.

Executive Partnership & Strategy

• Act as the voice of on-site operations in company-wide strategy discussions.
• Play an active, vocal role in our Monthly Business Reviews for on-site operations, challenging teams to come prepared with solutions to key issues and holding them accountable to clear deliverables and timelines.
• Partner with Product, Technology and AI teams to ensure Kasa’s technology is a force multiplier for the front lines, not just the back office.
• Support the CEO and Real Estate team in building long-term trust with our owner community.
• Drive strategic alignment across regions while enabling local flexibility and experimentation, fostering an evolutionary component to our operating system where high-performing local innovations are identified, scaled, and embedded across the broader portfolio.

Success in this Role

First 60 Days

• Conduct an operational deep dive across all three regions and our centralized ops platform. Identify the highest leverage Root Cause issues that if addressed would drive improved performance. Create plan to systematically address these issues
• Define what “great” looks like across guest experience, team structure, and P&L performance.
• Build trust with the on-site teams by visiting top and bottom-performing properties and conducting listening tours.
• Implement immediate changes to create quick wins and drive improved operating performance

Year 1 Key Outcomes

• Achieve material increase in Operating Profit across our properties.
• Improve Kasa’s guest review scores and reputation metrics portfolio-wide.
• Uplevel the performance of regional and property-level teams by enhancing training, coaching high-potential talent, and decisively parting ways with underperformers, ultimately reducing performance variance across the portfolio and building a high-accountability, high-impact operating culture.
• Identify and implement organizational structure adjustments - across regional and property-level operations - that improve accountability, increase local autonomy, and strengthen our operating system to ensure we are structurally set up for scalable success
• Design and implement a performance-based incentive system that drives accountability, aligns regional and property-level teams with company goals, and ensures our operators are incentivized to think and act like owners.
• Become a trusted voice with the Board on operational performance and risk.

Who You Are

Required Experience

• 15+ years in hotel or hospitality operations, with deep multi-property, multi-region leadership experience.
• Proven track record of owning full P&L responsibility and improving bottom-line results across large portfolios.
• Known for hiring, developing, and retaining top on-site talent and holding teams to high standards.
• Demonstrated ability to evaluate and improve physical guest spaces (from FF&E to signage to sound to scent).
• Experience managing centralized ops programs and implementing operational technology at scale.

Ideal Qualities

• You combine old school hospitality instincts with a new school mindset. You’re curious, excited about tech, and can balance implementing scalable systems with old school blocking and tackling..
• You’re a road warrior: happiest in the on-site, shoulder-to-shoulder with teams, and immersed in the guest experience. You thrive in the work, not just above it, and are energized by spending the majority of your time in properties across the portfolio
• You “know what good looks like,” and you don’t settle for mediocrity-whether it’s a front desk welcome or the grout in a bathroom.
• You embrace accountability, ask tough questions, and create high-performing cultures.
• You are guest-obsessed: intuitive about what delights or disappoints travelers. You live our Hall of Fame Host value in leaps and bounds. You help us become Beloved by Guests.
• You are owner-oriented: You care about driving profitability and being seen as indispensable by our real estate partners.
• You are excited about using AI and automation to drive performance and efficiency.

Why Join Kasa?

• Be the operational leader of a fast-scaling, technology & AI-forward hospitality brand.
• Help reshape the way hospitality is delivered at scale: combining efficiency, design, and service.
• Build and scale an on-site operating model with full P&L ownership.
• Work alongside a founder-CEO and top-tier leadership team.
• Create a portfolio you’re proud to walk, stay in, and talk about.

Benefits

• 🌏 Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!

• ✈ Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.

• 💰 The Pay: Competitive salary with bonus tied to operational performance. Equity included. The starting base pay range for this role is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.

• 📈 Generous Stock Option Plan: At Kasa, our compensation philosophy is to offer a total compensation package that over-indexes on equity to encourage our team to think like owners (by being owners) and benefit from the growth in value that our collective hard work creates. 

• 🙌 Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it’s not disruptive to their work.

• 📱 Cell phone reimbursement: We reimburse a portion of your monthly cell phone bill to say thanks for using your personal phone during the workday.

• 📈 401(k) Plan: As you invest in yourself and your future, Kasa invests in you too: we match 100% of the first 3% of your deferred salary.

• 🩺 Health Coverage: We’ve invested in comprehensive health insurance options to help when you need it most, including a company-sponsored plan with fertility coverage.

• ⭐ Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!

Curious about the Kasa experience? Save 15% when you book on kasa.com