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:

• 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

• 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

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

• 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

• 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.

• 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.