Head of Operations

  • 5 3rd St, San Francisco, CA 94103, USA
  • Full-time

Company Description

MyVR is a cloud-based software solution for owners and property managers in the short term rental (aka vacation rental) industry. From a centralized dashboard, MyVR customers can manage 30+ premium listing sites (including AirBnB, HomeAway, and VRBO), launch their own direct sales channels, and automate renter communications and day-to-day workflow. MyVR's open and extensible platform allows customers to integrate their in-house tools and connect to best-of-breed third-party apps while retaining control of their data in a centralized workspace. MyVR is a backed by top tier venture investors including True Ventures, Y Combinator, and SV Angel.

Job Description

The Role

As the Head of Operations, you'll lead the strategy and execution of the business operations and post sales teams to support our open platform powering the short term rental industry. Although we are a small team, we have a broad product suite and customer base, and we are looking for someone to take the reigns of driving efficient and effective business operations throughout our organization while developing world class customer success and support teams. The role requires a customer-centric, data-oriented, process-minded team leader to ensure we're delivering on customer expectations efficiently and effectively and ensuring our company objectives are exceeded.

Responsibilities  

  • Drive Initiatives: Lead company-wide initiatives to success by building strong cross-functional relationships, communicating effectively, and devising creative solutions to strategic problems
  • Process Improvement: Document, analyze, and create process structure and improvements across the entire organization including sales ops, onboarding, training, customer success, technical support and corporate business operations
  • KPI Development: Develop company-wide operating metrics while centralizing and automating reporting to improve decision making
  • Identify Opportunities: Partner with other Company leaders to identify opportunities or levers within their organizations that impact the KPI's
  • Customer Success:  Manage the Customer Success and Support teams while developing strategic and operational improvements across the post-sales customer experience
  • Team Development: Build, lead and mentor a team of world class operations and customer success personnel
  • Business Systems: Recommend and implement business systems where needed to support key process improvements
  • Executive Leadership: Drive improvements in the quarterly/annual strategic planning process, strategy execution, and board management

 

Qualifications

 

Experiences & Skills

  • BA or BS degree or equivalent experience is required; an MBA preferred
  • 8+ years working in an operations or senior program management role
  • 5+ years of experience managing teams in a dynamic, entrepreneurial environment, preferably software companies
  • 3+ years managing customer success or support preferred
  • Demonstrated success optimizing operational and cross functional processes
  • Passion for “connecting the dots” between business drivers, operational process and customer outcomes
  • Ability to develop strong relationships other executives; Strong leadership skills and a passion to make a large impact on our company, our customers, our partners and their customers
  • Intuition for understanding insights behind the analytics
  • Ability to thrive in a fun and fast-paced startup environment

 

Bonus points if you have

  • Six Sigma/PMP certification
  • Experience working in the short-term rental (aka vacation rental) industry
     

 

Additional Information

All your information will be kept confidential according to EEO guidelines.