Head of Virtual Operations

Head of Virtual Operations

Location: Global / Hybrid / Remote
Job Type: Internship, Freelance, Parttime, Fulltime
Industry: Hospitality / Short-Term Rentals / Property Management / PropTech
Responsibilities: In consultation

What You’re Going to Do:

As the Head of Virtual Operations, you’ll lead and scale a global team of virtual assistants (VAs) who support core business functions—guest communication, reservations, owner support, operations coordination, and admin. Your job is to build systems, optimize workflows, and ensure world-class virtual support that’s available 24/7 across all time zones.

Responsibilities include:

• Build, manage, and scale a global VA team across key operational departments
• Develop and implement SOPs, service SLAs, and performance metrics
• Oversee regional VA leads and ensure high-quality team output
• Collaborate with tech, operations, and guest experience teams to optimize virtual workflows
• Implement shift coverage and time zone strategies for round-the-clock support
• Drive improvements in response times, resolution rates, and guest/owner satisfaction
• Develop training, onboarding, and QA programs for virtual staff
• Analyze tools, platforms, and automation opportunities to improve efficiency
• Maintain reporting dashboards and KPIs to track team and individual performance

Bonus If You Have Experience With:

• Leading virtual or distributed teams in a high-growth environment
• Property management software for short term rentals (e.g., Domits, Guesty, Hostaway, Lodgify, or similar)
• Hospitality systems for resorts/hotels (Mews, Opera) and short-term rental platforms (Airbnb, Booking.com, Vrbo)
• Remote collaboration tools (Discord, Slack, Asana, Notion, Zoom, etc.)
• Process automation and AI/chatbot integrations
• Creating training modules and SOP libraries for global teams
• Multilingual or international guest support coordination

What We Ask:

• 1 - 5+ years of experience in operations, customer service, or remote team management
• Proven leadership of remote or offshore teams
• Strong project management and organizational skills
• Excellent written and verbal communication
• Analytical mindset with data-driven decision making
• Comfortable using dashboards, CRMs, and productivity software
• Fluent in English; additional languages are a plus
• Hospitality, travel, or proptech experience is highly desirable

Extra Information:

• Compensation: In consultation + performance-based bonuses
• Flexibility: Fully remote, global role with autonomy over your schedule
• Tools & Support: Access to full tech stack, and automation resources
• Career Path: Opportunity to grow into a senior leadership role as the company scales globally